Customizing the Account Summary

Administrators can customize the Generate Account Summary window's Account Highlights section. By adding additional fields to be displayed in that section, they can enable users to view more information about their accounts. To specify the fields that are displayed in the Account Highlights section:

1. Add the fields you want to be displayed to the Account Summary Highlights Fields field set in the Account object. For more information, see Account Field Sets.
2. Specify the API name of the field set that you customized in the Account Summary Highlights Fields field in the CS Cloud AI Summary Settings custom setting. For more information, see Custom Settings.

Notes:

• Users can view only the fields that they have access to. If a field in the Account Highlights section has no value, Not Available is displayed.

• The following sections cannot be removed from the Account Highlights sections:

  • Open Cases
  • Escalated Cases
  • Overall Objective KPI Progress
  • Open Opportunities

Configuring Section Visibility and Order

Administrators can control which sections are included in account summaries and the order in which they are displayed. This is useful for tailoring account summaries to your organization's workflow and avoiding the generation of sections that your users do not need. To specify the visibility and order of sections, use the CS Cloud Account Summary Settings custom setting as follows:

• To display a section, enter a positive whole number in its field. For example, to position the Account Highlights section first, enter 1 in Account Highlights Order. Sections are displayed in ascending order, with 1 being the highest priority.
• To hide a section, enter 0. For example, to hide the KPI Progress section, leave KPI Progress Order blank.

For more information, see Custom Settings.

Notes:

• If every field in the CS Cloud Account Summary Settings custom setting is blank, all sections are displayed in the default order. This means existing orgs experience no change in behavior until you enter at least one value.
• Saved account summaries always reflect the configuration that was active when they were generated. Changes to section visibility or order do not apply to summaries that are already saved.

• When all sections that feed the Executive Summary or Strategic Next Steps are hidden, those sections display an insufficient-data message instead of generated content:

  • The Executive Summary depends on the KPI Progress, Relational Health, Risks and Blockers, Suggested Expansion Opportunities, Strategic Value Achievements, Strategic Next Steps, and Immediate Actions sections.
  • The Strategic Next Steps section depends on the Risks and Blockers and Suggested Expansion Opportunities sections.