Account AI Summary Overview

Note:

This feature is part of the Certinia Early Adopter Program. This program is only available to a limited number of customers.

The Account AI Summary feature enables you to leverage AI to generate and view summaries for your customer accounts. It effectively consolidates account data and provides a holistic overview that demonstrates value and aligns future strategy.

Account AI Summary Sections

A generated account AI summary consists of the following sections:

• Account Highlights: A list of essential account details, such as the account's annual revenue, open and escalated cases, overall objective KPI progress, and open opportunities. To add more fields to this section, contact your administrator.
• Key Stakeholders: The list of important customer contacts, including their roles, who need to be involved in follow-up discussions.
• Executive Summary: A quick overview of the account's health, main challenges, and performance trends.
• Key Achievements: The most important successes and wins the customer had during this time, showing how you helped them.
• Risks and Blockers: The current problems or possible issues that are stopping progress or threatening the customer relationship.
• Expansion Opportunities: The areas for potential expansion, based on specific signals in customer activity notes, indicating opportunities for additional products or services.
• Strategic Next Steps: Your long-term plan, showing what you need to do over the next few months to meet the customer's overall goals.
• Immediate Actions: Tasks you must do right now to keep the project moving or fix urgent issues.

AI-Summarized Account Information

An account AI summary is based on the information stored in the account and its associated records.

Associated Account Record Information Used in the AI Summary

Level 1	Level 2	Level 3	Level 4	Level 5
CS Activity	—
Success Plan	CS Activity	—
	Business Challenge	—
	Objective	CS Activity	—
		Playbook	Playbook Task	CS Activity
			CS Activity	—
		Objective KPI	CS Activity	—

Key Achievement Generation

The Key Achievements section of account AI summaries has a unique focus on measuring success. To generate this content, AI analyzes your account’s recent activities and performance. It seeks major accomplishments based on objective KPIs that are On Track or Completed and show significant progress. Objective KPIs with a status of Off Track, Not Started, or Blocked are excluded. The final content details clear progress values, successful actions taken, demonstrated customer value, and positive relationship developments.

Generating Account AI Summaries

You can generate account AI summaries by clicking Generate Account Summary in the Actions panel on account record pages. For more information, see Generating Account AI Summaries.

Note:

To generate an account AI summary, the account must have at least one associated record.