Customer Success Cloud AI Features Overview

Customer Success Cloud incorporates Agentforce AI Agents and generative AI to support customer success workflows. These features provide automated record summarization, conversational interfaces, and AI-assisted record creation to help customer success managers monitor account health, prepare for customer engagements, and manage success plans and playbooks.

AI Capabilities in Customer Success Cloud
Name Type Key Features Further Information
Certinia Customer Success Agent Conversational AI Agent Streamlines customer success tasks, including creating and managing playbooks, generating AI summaries, and closing playbooks with automated summary generation. Enables automation of standard customer success practices and quickly generates summary-level insights across account, success plan, objective, playbook, and playbook task records.
Account Summary Generative AI Generates and displays a holistic overview of account health based on consolidated account data. Sections include Account Highlights, Key Stakeholders, Executive Summary, Strategic Value Achievements, KPI Progress, Relational Health, Risks and Blockers, Strategic Next Steps, Immediate Actions, and Suggested Expansion Opportunities. You can create expansion opportunity records directly from the summary. Account summaries can be accessed from the Actions panel, which opens the summary in a window, or from the Overview tab on account record pages, which displays the summary in a tabbed view.
CS Activity Summary Generative AI Generates summaries of past customer interactions, such as calls and meetings, from CS Activity records over the past six months. Provides insights to help you prepare for customer engagements, follow up on action items, and apply suggested next best actions. You can also generate customer communications directly from the summary. When accessed from an account page, includes an additional customer impression section.
Executive Briefing Generative AI Generates a high-level, account-level executive briefing from past customer interactions on CS Activity records. The prompt used to generate briefings can be configured using the AI Prompt Configuration Builder to control which fields and date ranges are referenced.
Business Review Summary Generative AI Consolidates account data from the last six months to help customer success managers prepare for business reviews and strategic planning sessions. Sections include Key Stakeholders, Executive Summary, Key Achievements, Risks and Blockers, Expansion Opportunities, Strategic Next Steps, and Immediate Actions. You can also transform the summary into a structured meeting agenda formatted as an email draft.
Playbook Closing Summary Generative AI Generates a summary and marks a Playbook and its related Playbook Tasks as complete in a single process using the Complete and Summarize Playbook action. Creates a CS Activity record with the CS Summary type to store the generated summary.
Dynamic Playbooks Generative AI Uses Work Suggestions as a staging area, enabling customer success managers to review and approve AI-generated Playbook suggestions before execution. Suggestions are triggered by account events via Salesforce flows, combining CS Policy and CS Policy Version records to generate contextually relevant playbook recommendations.
Objective AI Generation Generative AI Uses AI to analyze a Success Plan's data and associated Business Challenges to suggest Objectives that you can review, edit inline, and create. Available from the Generate Objectives action on success plan record pages. Creating Objectives
Objective KPI AI Generation Generative AI Uses AI to suggest objectives KPIs for existing objectives that you can review, edit, and create. Available from the Generate Objective KPIs action on success plan and objective record pages. Creating Objective KPIs
Success Plan AI Generation Generative AI Generates the Summary and Challenges and Risks fields of a new Success Plan using AI. Data is retrieved from the associated Account, Opportunity, and Business Challenges records to automatically populate these fields. Available from the Generate Success Plan from Opportunity action on Opportunity record pages.