Business Review Summary Overview

The Business Review Summary feature enables you to leverage AI to generate and view business review summaries for your customer accounts. It effectively consolidates account data from the last six months, helping customer success managers prepare for business reviews and strategic planning sessions.

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.

Viewing the Business Review Summary on the Record Page

You can add the CSC AI Record Summary Lightning component to the account record pages. This component displays the AI-generated business review summary directly on the record, so you can review it, provide feedback, and act on it without opening a separate window. On the record page, the summary sections display as tabs on narrow layouts and as a vertical list on wider layouts. You can select the required summary by clicking the drop-down next to the summary name.

Business Review Summary Sections

A business review summary consists of the following sections:

  • Key Stakeholders: The list of important internal and customer contacts active in the last six months, including their roles, who need to be involved in follow-up discussions.
  • Executive Summary: Consolidates account data from the last six months to provide a holistic, narrative overview of account status and performance.
  • Key Achievements: The most important successes and wins the customer had during this time, showing how you helped them.
  • Risks and Blockers: Identifies significant issues or indicators, such as blocked objectives or KPIs with an "Off Track" status, which might negatively impact the customer relationship.
  • Expansion Opportunities: Highlights areas for growth, enabling customer success managers to identify potential for license expansion or the integration of additional products.
  • Strategic Plan: Provides a chronological road map spanning the next 30, 60, and 90 days to align future strategy and ensure long-term account alignment.
  • Immediate Actions: Outlines critical and urgent tasks required to resolve existing blockers and maintain overall account health.
Note:

If an account doesn't have enough underlying data for a particular section, such as objective KPIs, CS activities, or objectives, that section shows a placeholder instead of AI-generated content.

AI-Summarized Account Information

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 —

Generating a Business Review Summary

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

  • Select the Business Review Summary in the CSC AI Record Summary Lightning component added on the account record page, and click Generate.
  • Click Generate Business Review Summary in the Actions panel.

For more information, see Generating a Business Review Summary.

Notes:
  • To generate a business review summary, the account must have at least one associated record.
  • Where the AI-generated content references a record, such as a contact in the Key Stakeholders section, the reference appears as a link. Click a link to open the related record in a new tab.
  • If a section cannot be generated, that section displays an error while the other sections remain available.

Saving a Business Review Summary

You can save a generated business review summary in the following ways:

  • On the account record page, click .
  • In the Generate Business Review Summary window, click the Save Business Summary action.

This enables you to revisit and reuse the summarized content at any time without having to regenerate it.For more information, see Generating a Business Review 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 Business Review Summary window.

Generating a Business Review Agenda

You can instantly transform an AI-generated business review summary into a structured meeting agenda using the Generate Business Review Agenda action in the Generate Business Review Summary window. On the account record page, click and select Generate Business Review Agenda to generate a business review agenda.

This enables you to quickly prepare a fully formatted email draft based on the existing summary as the primary source of information, including the main discussion points for your stakeholder meeting.

For more information, see Generating an Agenda from a Business Review Summary.

Exporting a Business Review Summary as a Presentation

On the account record page, click to export the summary as a presentation. You can also export a business review summary as a PowerPoint presentation by clicking Export as Presentation in the recommended actions of the Generate Business Review Summary window, selecting a presentation template, and downloading the populated file. For more information, see Exporting a Business Review Summary as a Presentation.

Notes:
  • To enable this feature, your administrator must create one or more CS presentation templates. For more information, see Setting up CS Presentation Templates.
  • The template grid in the Export as Presentation window displays only PowerPoint (PPTX) CS presentation templates of a type Business Review Summary.
  • Text formatting from the template, including paragraph styles, bold text, bullet lists, and font sizes, is preserved in the exported presentation.
  • To export with very large presentation templates, your administrator must enable Content Deliveries in your Salesforce org and grant you the Create Content Deliveries user permission. Without these, the Export as Presentation window displays an inline error when the template exceeds the standard processing size.

Customizing Business Review Summary Prompts

Administrators can choose which prompt configuration powers each section of the business review summary, as well as the business review agenda. The Key Achievements, Expansion Opportunities, Risks and Blockers, and Immediate Actions sections, and the agenda, all support prompt configuration override. To assign a configuration, use the AI Prompt Template Configuration administration section on the Customer Success Administration page. If no configuration is assigned, Customer Success Cloud uses the packaged default.

For more information, see AI Prompt Template Overview and Assigning a Prompt Configuration to a Prompt Template.