Using the Customer Success Agent

The Customer Success agent enables you to provide an agent with prompts to quickly summarize records and perform key processes in Customer Success Cloud.

Generate a CS Activity Summary

  1. Click Agentforce to open the Agentforce window.

  2. To generate a CS activity summary: Give me a CS activity summary of the required record. Ensure that you replace "required record" with the name of the record that you want to summarize.

Note:

The provided record must have related CS activities in order to generate a summary.

Viewing, Saving, and Creating Tasks and Communications

Use the following prompts replacing account details with the details of the record you want the agent to summarize. You can use as many or few of these prompts in any order after generating the initial summary.

  • To view a full summary including recommended playbook tasks: Give me the additional summary sections.
  • To create the full list of recommended playbook tasks: Create the tasks.
  • To create specific recommended playbook tasks: Create tasks 1 and 4.
  • To save the CS activity summary as a CS activity record: Save the CS activity summary.

Generate an Account Executive Briefing

You can generate an executive briefing for an account. You don't need to generate a CS activity summary for the account in order for the agent to execute this prompt. To do this, use the prompt Generate an executive briefing for the required account. Ensure that you replace "required" with the name of the account that you want to generate an executive briefing for.

Generate an Account Summary

You can generate a summary for an account. You don't need to generate a CS activity summary for the account for the agent to execute this prompt. To do this, use the prompt Generate a summary for the required account.. Ensure that you replace "required" with the name of the account that you want to generate a summary for. When using the agent on an account record page, you can also use the prompt Summarize this account..

Note:

The Expansion Opportunities and Strategic Next Steps sections are currently unavailable when generating account summaries using the Customer Success agent. To generate a full account summary that includes these sections, use the Generate Account Summary action on the account’s record page. For more information, see Generating an Account Summary.

Generate an Account Customer Communication

You can generate a customer communication for an account after you have generated a CS activity summary for the account. To do this, use the prompt Generate a customer communication for the required account. Ensure that you replace "required" with the name of the account that you want to generate a customer communication for.

Generate an Business Review Summary

You can generate a business review summary for an account. You don't need to generate a CS activity summary for the account for the agent to execute this prompt. To do this, use the prompt Generate a business review summary for the required account.. Ensure that you replace "required" with the name of the account that you want to generate a summary for.

Managing Playbooks

Use the following prompts to generate summaries and close playbooks and their associated playbook tasks. Ensure that you replace "required" with the name of the playbook that you want the agent to use.

  • To generate a playbook AI summary: Generate a playbook summary for the required playbook.
  • To generate a playbook closure summary: Generate a closing summary for the required playbook.
  • To mark a playbook and its associated tasks as complete: Mark the required playbook as complete.