Account Summary Overview

The Account 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 Summary Sections

An account summary consists of the following sections:

  • Account Highlights: A list of essential account details. It can contain the following details:

    • Annual revenue
    • Product family
    • Overall objective KPI progress
    • Open and escalated cases
    • Active and red projects
    • Open opportunities and active expansion opportunities

    • To view more fields in this section, contact your administrator.

  • Key Stakeholders: The list of important internal and 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, relational health, and performance trends.
  • KPI Progress: The recently completed and progressed KPIs, showing measurable progress toward customer objectives.
  • Relational Health: The strength and quality of a customer relationship, identified through positive indicators such as active collaboration, executive engagement, and constructive sentiment in communication.
  • Risks and Blockers: The current problems or possible issues that are stopping progress or threatening the customer relationship.
  • Suggested Expansion Opportunities: The areas for potential expansion, based on specific signals in customer activity notes, indicating opportunities for additional products or services.

  • Strategic Value Achievements: The successes realized by the customer. It contains the following details:

    • Tangible business outcomes and operational improvements, such as efficiency gains and cost savings
    • Financial expansion and usage indicators, such as revenue growth and feature adoption
    • Lifecycle achievements, such as successful go-lives and completed success plan objectives
  • 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.
Tips:
  • If a section is not displayed because it was not generated successfully, review any error messages displayed and then try to generate the summary again.
  • Administrators can control which sections are displayed in account summaries and the order in which they are displayed. For more information, see Customizing the Account Summary.

AI-Summarized Account Information

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

Associated Account Record Information Used in the 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 —

For more information about how business review summary sections are generated, see Business Review Summary Sections.

Summary Section Generation

Consider this information when creating an account summary.

CS Activity Data

Account summaries are generated for accounts of any size. When an account has a large volume of CS activity data, individual sections of the summary might not include every activity record. In these cases, the section is generated using the most recent CS activities, and you can view which section is affected and the date from which CS activities are included. If the volume of other account data is large enough that a section cannot include any CS activities, you are notified which section was affected and that no CS activities were included in it.

Note:

This behavior applies only to CS activity data. Records such as success plans, objectives, objective KPIs, and business challenges are always considered when generating a summary.

Key Achievements

The Key Achievements section of account 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.

Sections with Insufficient Data

The Executive Summary and Strategic Next Steps sections are generated from the content of other sections in the account summary. If your administrator has hidden every section that feeds one of these sections, that section displays an insufficient-data message instead of generated content. For information about how administrators configure section visibility, see Customizing the Account Summary.

Generating an Account Summary

You can generate an account summary by clicking:

  • Generate Account Summary in the Actions panel on account record pages, which opens the summary in the Generate Account Summary window
  • Generate in the Overview tab on account record pages, which displays the summary with each of the sections available as a tab

For more information, see Generating an Account Summary.

Note:

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

Saving an Account Summary

You can save an account summary using the Save Account Summary action, available in both the Generate Account Summary window and in the Overview tab on account record pages. This enables you to revisit and reuse the summarized content at any time without having to regenerate it. For more information, see Generating an Account Summary.

Notes:

  • You can view saved summaries in the CS AI Summaries related list on account record pages.

  • You can edit saved summaries, but we recommend that you edit only the summary name and content.

  • We do not recommend creating CS AI summary records manually, outside the Generate Account Summary window.

Creating Expansion Opportunities from Account Summaries

You can create expansion opportunities from account summaries in:

  • The Generate Account Summary window, by clicking Create Expansion Opportunity.
  • The Overview tab on account record pages, by clicking the Suggested Expansion Opportunities tab | Open Next Steps Panel | Create Expansion Opportunity.

In both cases, the summary’s suggested expansion opportunities are used to automatically populate the new expansion opportunity’s description. For more information, see Creating Expansion Opportunities.