Account Summary Overview

The Account Summary feature enables you to leverage AI to generate and view summaries for your customer accounts. It effectively consolidates account data and provides a holistic overview that demonstrates value and aligns future strategy.

This feature is part of Veda, Certinia's AI brand. For more information, see Veda Overview.

Note: This feature analyzes existing records only. To take follow-up actions, such as creating or updating records, you must have the same permissions required to perform those actions manually.

Selecting a Summary to View

When you have not previously selected a summary, the account page opens on the All summaries view. This view lists each summary available for you to select, along with a description of what it summarizes.

After you select a summary, your last selected summary is retained using local storage and displays each time you access the account page on the same computer, using the same browser. To change the summary, click Drop-down arrow.

Selecting a summary on any account saves that choice as your default summary and applies it across all accounts.

Account Summary Sections

An account summary consists of the following sections:

  • Account Highlights: A list of essential account details. It can contain the following details:

    • Annual revenue
    • Product family
    • Overall objective KPI progress
    • Open and escalated cases
    • Active and red projects
    • Open opportunities and active expansion opportunities

    • To view more fields in this section, contact your administrator.

  • Key Stakeholders: The list of important internal and customer contacts active in the period that the summary covers, including their roles, who need to be involved in follow-up discussions.
  • Executive Summary: A quick overview of the account's health, main challenges, relational health, and performance trends.
  • KPI Progress: The recently completed and progressed KPIs, showing measurable progress toward customer objectives.
  • Relational Health: The strength and quality of a customer relationship, identified through positive indicators such as active collaboration, executive engagement, and constructive sentiment in communication.
  • Risks and Blockers: The current problems or possible issues that are stopping progress or threatening the customer relationship.
  • Suggested Expansion Opportunities: The areas for potential expansion, based on specific signals in customer activity notes, indicating opportunities for additional products or services.

  • Strategic Value Achievements: The successes realized by the customer. It contains the following details:

    • Tangible business outcomes and operational improvements, such as efficiency gains and cost savings
    • Financial expansion and usage indicators, such as revenue growth and feature adoption
    • Lifecycle achievements, such as successful go-lives and completed success plan objectives
  • Strategic Plan: Your long-term plan, showing what you need to do over the next few months to meet the customer's overall goals.
  • Immediate Actions: Tasks you must do right now to keep the project moving or fix urgent issues.
Tips:
  • If a section is not displayed because it was not generated successfully, review any error messages displayed and then try to generate the summary again.
  • Administrators can control which sections are displayed in account summaries and the order in which they are displayed. For more information, see Customizing the Account Summary.

AI-Summarized Account Information

An account summary is based on the information stored in the account and its associated records.

Associated Account Record Information Used in the Summary
Level 1 Level 2 Level 3 Level 4 Level 5
CS Activity —
Success Plan CS Activity —
Business Challenge —
Objective CS Activity —
Playbook Playbook Task CS Activity
CS Activity —
Objective KPI CS Activity —

For more information about how business review summary sections are generated, see Business Review Summary Sections.

Summary Section Generation

Consider this information when creating an account summary.

CS Activity Data

Account summaries are generated for accounts of any size. When an account has a large volume of CS activity data, individual sections of the summary might not include every activity record. In these cases, the section is generated using the most recent CS activities, and you can view which section is affected and the date from which CS activities are included. If the volume of other account data is large enough that a section cannot include any CS activities, you are notified which section was affected and that no CS activities were included in it.

Note:

This behavior applies only to CS activity data. Records such as success plans, objectives, objective KPIs, and business challenges are always considered when generating a summary.

Key Achievements

The Key Achievements section of account summaries has a unique focus on measuring success. To generate this content, AI analyzes your account's recent activities and performance. It seeks major accomplishments based on objective KPIs that are On Track or Completed and show significant progress. Objective KPIs with a status of "Off Track", "Not Started", or "Blocked" are excluded. The final content details clear progress values, successful actions taken, demonstrated customer value, and positive relationship developments.

Sections with Insufficient Data

The Executive Summary and Strategic Plan sections are generated from the content of other sections in the account summary. If your administrator has hidden every section that feeds one of these sections, that section displays an insufficient-data message instead of generated content. For information about how administrators configure section visibility, see Customizing the Account Summary.

Sources

The Sources section features the most important records used to generate the summary. The Sources section displays in the following sections when available:

  • KPI Progress
  • Relational Health
  • Risks and Blockers
  • Suggested Expansion Opportunities
  • Strategic Value Achievements
  • Immediate Actions

Click the source to view the corresponding record.

Note:

As the Executive Summary and Strategic Plan sections are summaries of the above sections, they do not have a Sources section. The Account Highlights and Key Stakeholders also do not have a Sources section as they are not AI-generated.

Generating an Account Summary

You can generate an account summary on an account record page in the following ways:

  • Select Account Summary in the CSC AI Record Summary Lightning component, and click Generate. In this component, you can also set the period that the summary covers, edit the generated content, and export the summary as a presentation.
  • Click Generate Account Summary in the Actions panel, which opens the summary in the Generate Account Summary window.

When you generate an account summary in the CSC AI Record Summary Lightning component on the account record page, use the Start Date and End Date fields to set the period that the summary covers. By default, the summary covers the last six months up to today. To regenerate the summary for a different period, click Regenerate Summary, update the start and end date fields in the Regenerate Summary window, then click Regenerate. Each section displays the period it covers alongside the date and time it was generated.

The period you select determines which records the AI-generated sections consider. CS activities are filtered by their Date, objectives by their Start Date, and success plans by their Effective Date. The Account Highlights section is not AI-generated, so they are not affected by the period you select.

Note:

The Start Date and End Date fields are available only in the CSC AI Record Summary Lightning component. Account summaries that you generate using the Generate Account Summary action in the Actions panel always cover the last six months up to today.

For more information, see Generating an Account Summary.

Note:

To generate an account summary, the account must have at least one associated record.

Saving an Account Summary

You can save an account summary using the Save Account Summary action, available in both the Generate Account Summary window and the CSC AI Record Summary Lightning component on account record pages. This enables you to revisit and reuse the summarized content at any time without having to regenerate it. For more information, see Generating an Account Summary.

Notes:

  • You can view saved summaries in the CS AI Summaries related list on account record pages.

  • You can edit saved summaries, but we recommend that you edit only the summary name and content.

  • We do not recommend creating CS AI summary records manually, outside the Generate Account Summary window.

Editing an Account Summary

You can change the AI-generated content of an account summary before you save or export it. In the CSC AI Record Summary Lightning component, click Edit Account Summary to open the Edit Account Summary window, where each section is displayed in an editable field. Change the content of one or more sections, and then click Update.

Each section that you edit is labeled Edited on, with the date and time of your edit, instead of Generated on and the date and time it was generated. When you save the summary or export it as a presentation, your edited content is used.

Notes:
  • The Suggested Expansion Opportunities section is read-only, because its details are used to create the expansion opportunity.
  • When you update, your edits replace the original AI-generated summary and can't be undone. Regenerating creates a new summary instead of restoring the original.
  • Formatting that you apply while editing, such as images, links, font changes, alignment, and indentation, is kept in the summary but is not included in the exported presentation. For more information, see Exporting an Account Summary as a Presentation.

Exporting an Account Summary as a Presentation

In the CSC AI Record Summary Lightning component, click Export Account Summary to export the summary as a PowerPoint presentation. You select a CS presentation template, and then download the populated file. This enables you to share the summary with colleagues who must review it but do not have the licenses or permissions to generate summaries themselves. For more information, see Exporting an Account Summary as a Presentation.

Notes:
  • You must have the Create permission on the presentation template to create CS presentation templates. For more information, see Setting up CS Presentation Templates.
  • The Key Stakeholders section is included in the exported presentation for account summaries.

Creating Expansion Opportunities from Account Summaries

You can create expansion opportunities from account summaries in:

  • The Generate Account Summary window, by clicking Create Expansion Opportunity.
  • The Overview tab on account record pages, by clicking the Suggested Expansion Opportunities tab | Open Next Steps Panel | Create Expansion Opportunity.

In both cases, the summary's suggested expansion opportunities are used to automatically populate the new expansion opportunity's description. For more information, see Creating Expansion Opportunities.