CS Work Suggestion Overview

The CS Work Suggestion acts as a staging area, enabling customer success managers to review and approve AI's suggestion before execution. This ensures that you have the final say, preventing unintended automated actions and providing a layer of checks. Several benefits of CS work suggestions include:

• Increased control & oversight: You gain final authority to approve or deny automated actions, ensuring the system operates as intended.
• Enhanced trust: By reviewing and validating AI suggestions, you can build confidence and trust in the system's recommendations.
• Improved accuracy: You can catch potential errors or provide context that the AI may have missed, leading to better and more accurate outcomes.
• Flexibility: The system provides the ability to pick and choose the most relevant suggestions rather than forcing an all-or-nothing automated workflow.
• Audit trail: The system creates a clear record of what the AI suggested, who reviewed it, and what action was ultimately taken.

Trigger Event Description in CS Work Suggestion

The Trigger Event Description is an important field on the CS Work Suggestion object, as it describes the event that triggers the work suggestions. It is also used during the creation of flows and helps find matching policies relevant to the description, rank them from best to worst, and use the most relevant one to create the work suggestions. For more information about setting up a flow to trigger work suggestions and create a dynamic playbook, see Sample Flow to Generate CS Work Suggestion via an Account Triggered Flow.