Work Suggestions Overview

The 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. You can add the Work Suggestion component on the account record page. Several benefits of 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.
Notes:
  • The Work Suggestions component on the Account record page displays up to 50 new suggestions.
  • Work suggestions with invalid data do not appear in the Work Suggestions component on the Account record page. An alert shows the number of hidden suggestions. To resolve this, click the link in the alert to review the invalid records and contact your administrator.
  • You can use the New, Accepted, and Dismissed list views as a shared source of truth for your team for new, accepted, and dismissed work suggestions.

Trigger Event Description in Work Suggestion

The Trigger Event Description is an important field on the 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.

Creating Playbooks from Work Suggestions

You can create a playbook directly from the Work Suggestion record page or the Work Suggestions component on the Account record page when the work suggestion is generated from a playbook-type CS policy. When creating a playbook, you can associate a success plan and update details such as the playbook name, task names, and start/end dates. For more information, see Creating Dynamic Playbooks From Work Suggestions.

Viewing Work Suggestions

On account record pages, each work suggestion is displayed as a card so you can scan your queue. Each card surfaces the kind of record the suggestion can create, links to the work suggestion record for the full context, and gives you a single action to take the suggestion forward.

Identifying Cross-Sell Expansion Opportunities

You can use AI to identify cross-sell expansion opportunity work suggestions for an account on demand. The AI Actions card on account record pages enables you to identify expansion opportunities, evaluating the account against a CS policy template and adds the resulting work suggestions to the queue for your review. For more information, see AI Actions Overview.

Creating Expansion Opportunities from Work Suggestions

You can act on expansion opportunity work suggestions. You can open the creation window from either:

  • The Work Suggestions tab on account record pages
  • The Suggestion tab of work suggestion record pages

For more information, see Creating Expansion Opportunities.

When a work suggestion is generated from a policy of type Expansion Opportunity, you can create the expansion opportunity directly from the work suggestion. AI prefills the account, name, products, and description from the policy and triggering event description of the work suggestion, and you can review and update the values before saving. To generate expansion opportunity work suggestions for an account, click Run in the Identify Expansion Opportunities section of the AI Actions card. For more information, see Identifying Expansion Opportunities.

Note:

Note that the fields are linked. If you clear the Account, the Success Plan and Objective fields are also cleared. If you clear the Success Plan, the Objective field is cleared.

Dismissing Work Suggestions

If a work suggestion is not relevant or cannot be acted upon, you can dismiss it from the Work Suggestion record page or the Work Suggestions component on the Account record page. When dismissing a suggestion, you must select a Dismissal Reason to categorize why the work suggestion was dismissed. You can also add optional dismissal comments to provide further context. For more information, see Dismissing Work Suggestions.

Identifying Cross-Sell Expansion Opportunities

Pre-filtering ensures that only actionable suggestions are displayed in the Work Suggestions tab. Suggestions are excluded for products the account owns, products with an active late-stage opportunity, or products already addressed elsewhere. This can help you spot cross-sell opportunities you might otherwise miss because cross-sell signals are identified from the data on each account by evaluating it against the products in an expansion opportunity CS policy.

Pre-filtering is performed by an AI prompt that evaluates the account's data against the products in the CS policy. The prompt is configured by a prompt template that defines the grounding data used to detect and filter suggestions. By default, the template uses fields from the following for filtering:

  • Account products
  • Late-stage opportunities
  • Expansion opportunity products
  • Existing work suggestions
Note:

Administrators can clone the prompt template to change the grounding-data fields, but we recommend keeping the default fields for filtering. Removing fields can prevent pre-filtering from working correctly for that object and can lead to duplicate suggestions.

Filtering Work Suggestions by Type

When an account has work suggestions of more than one type, the list can be filtered to a single type for faster scanning. The Work Suggestion List drop-down in the toolbar displays all types present in the list. The list is updated as the type is selected, so you can switch focus without leaving the account.