Work Suggestion 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.

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 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.

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.