Using the Customer Success Agent

The Customer Success agent enables you to provide an agent with prompts to quickly summarize records and perform key processes in Customer Success Cloud.

Generate a CS Summary

  1. Click Agentforce to open the Agentforce window.

  2. To generate a CS summary: Give me a CS summary of the required record. Ensure that you replace "required record" with the name of the record that you want to summarize.

Note: The provided record must have related CS activities in order to generate a summary.

Viewing, Saving, and Creating Tasks and Communications

Use the following prompts replacing account details with the details of the record you want the agent to summarize. You can use as many or few of these prompts in any order after generating the initial summary.

  • To view a full summary including recommended playbook tasks: Give me the additional summary sections.
  • To create the full list of recommended playbook tasks: Create the tasks.
  • To create specific recommended playbook tasks: Create tasks 1 and 4.
  • To save the CS summary as a CS activity record: Save the CS summary.

Generate an Account Executive Briefing

You can generate an executive briefing for an account. You don't need to generate a CS summary for the account in order for the agent to execute this prompt. To do this, use the prompt Generate an executive briefing for the required account. Ensure that you replace "required" with the name of the account that you want to generate an executive briefing for.

Generate an Account Customer Communication

You can generate a customer communication for an account after you have generated a CS summary for the account. To do this, use the prompt Generate a customer communication for the required account. Ensure that you replace "required" with the name of the account that you want to generate a customer communication for.