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 a date range that you select, defaulting to 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.

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 .

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

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 period that the summary covers, including their roles, who need to be involved in follow-up discussions.
• Executive Summary: Consolidates account data from the selected date range to display a summary 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.

Notes:

• 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.
• Your administrator can change the order in which sections are displayed, and hide sections, using the CS Business Review Summary Settings custom setting. For more information, see Custom Settings.

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.

Before you generate a summary, use the Start Date and End Date fields to set the period that the summary covers. By default, the period is the last six months. To regenerate the summary for a different period, click , update the start and end date fields in the Regenerate Summary window, then click Regenerate. Your selected period is retained for each summary type.

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.
• The Key Achievements, Expansion Opportunities, Risks and Blockers, and Immediate Actions sections list the records that were used to generate them in a Sources list below the section content. The heading shows the number of records, for example Sources (3). Click a record to open it in a new tab.
• If a section cannot be generated, that section displays an error while the other sections remain available.
• If the business review summary doesn't contain enough data, or if Key Stakeholders is the only section that is displayed, the Generate Business Review Agenda action isn't available and you can't export the summary as a presentation.

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.

Editing a Business Review Summary

You can change the AI-generated content of a business review summary before you save or export it. In the CSC AI Record Summary Lightning component, click to open the Edit Business Review 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" date and time. When you export the summary as a presentation, the exported file contains your edited content. For more information, see Exporting a Business Review Summary as a Presentation.

Notes:

• 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.
• Every section must contain content. If you clear a section and click Update, the window prompts you to review the errors, and the empty section displays a validation message.
• 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 a Business Review Summary as a Presentation.

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.