Executive Briefing Overview

The Executive Briefing feature enables you to leverage AI to generate a short, executive-level summary of an account from the information recorded on past customer interactions, such as calls and meetings, that have been captured on CS Activity records. This helps customer success managers brief executives on the state of an account without reading through the underlying activity history.

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 an Executive Briefing on the Record Page

You can add the CSC AI Record Summary Lightning component to account record pages. This component displays the executive briefing directly on the record, so you can review it, provide feedback, and act on it without opening a separate window. The component also displays the other summary types available for an account. You select Executive Briefing using the drop-down next to the summary name, where it is listed after the account summary and the business review summary. On the record page, the briefing sections display as tabs on narrow layouts and as a vertical list on wider layouts.

Before you generate a briefing, the component describes it as follows: "This prompt uses details from CS Activities to generate a short executive level summary for an account."

Executive Briefing Sections

An executive briefing consists of the following sections:

  • Executive Overview: Provides a narrative overview of the state of the account, based on the customer interactions recorded in the period that the briefing covers.
  • Key Achievements: Highlights what the account has accomplished in the period that the briefing covers.
  • Risks and Challenges: Identifies issues raised during customer interactions that might negatively impact the customer relationship.
  • Growth Opportunities: Highlights areas for growth that were raised during customer interactions.
  • Strategic Next Steps: Outlines the actions to take to move the account forward.
  • Immediate Action Required: Outlines the urgent actions to take to resolve existing issues.
Notes:
  • The Executive Overview and Immediate Action Required sections display as paragraphs. The Key Achievements, Risks and Challenges, Growth Opportunities, and Strategic Next Steps sections display as bulleted lists.
  • If a section cannot be generated because the account doesn't have enough underlying CS Activity data, that section isn't displayed.
  • CS activities with an activity type of CS Summary are not used to generate a briefing.

Sources for an Executive Briefing

The Executive Overview, Key Achievements, Risks and Challenges, and Growth Opportunities sections list the CS Activity 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), and the records are listed with the strongest supporting evidence first. Each row shows the activity's summary, or its name if it has no summary, followed by the object label. Click a record to open it in a new tab.

Note:

The Strategic Next Steps and Immediate Action Required sections don't list sources, because they describe recommended actions rather than summarize existing records.

Generating an Executive Briefing

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

  • Select Executive Briefing in the CSC AI Record Summary Lightning component added on the account record page, and click Generate.
  • Click Generate Executive Briefing in the Actions panel.
  • Click Generate Executive Briefing in the recommended actions of the CS Activity AI Summary window.

Before you generate a briefing in the CSC AI Record Summary component, use the Start Date and End Date fields to set the period that the briefing covers. By default, the briefing covers the six months up to today: the End Date defaults to today, and the Start Date to six months before today. To use a different period, select new dates and regenerate the briefing.

Each generated section shows the date and time it was generated alongside the period that the briefing covers. A section that you have edited shows when it was edited instead. For more information, see Generating an Executive Briefing.

Editing an Executive Briefing

You can change the AI-generated content of an executive briefing before you save or export it. In the CSC AI Record Summary Lightning component, click Edit Executive Briefing to open the Edit Executive Briefing window, where each section is displayed in an editable field. Change the content of one or more sections, and then click Update. This enables you to edit and refine the content if the initial generation does not fully meet your requirements, and to add critical points that the generated briefing is missing.

Each section that you edit is labeled Edited on, with the date and time of your edit, instead of Generated on. When you export the briefing as a presentation, the exported file contains your edited content.

Notes:
  • When you update, your edits replace the original AI-generated executive briefing and can't be undone. Regenerating creates a new executive briefing instead of restoring the original.
  • Formatting that you apply while editing is kept in the briefing but is not included in the exported presentation. For more information, see Exporting an Executive Briefing as a Presentation.

Saving an Executive Briefing

To save a generated executive briefing, click Save Executive Briefing in the CSC AI Record Summary Lightning component. In the Save Executive Briefing window, the name defaults to AI-Generated Executive Briefing. Enter a different name if you want, and then save the briefing. This enables you to revisit and reuse the summarized content at any time without having to regenerate it.

The briefing is saved as a CS AI Summary record with a type of Executive Briefing, so you can revisit it when needed. The record stores the account, the briefing content, and the start and end dates of the period that the briefing covers. A confirmation message displays a link to the new record. For more information, see CS AI Summary Fields.

Notes:

  • You can view saved summaries of every type 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.

  • The save action is only displayed if you have permission to create CS AI Summary records. Contact your administrator if the action isn't displayed.

Exporting an Executive Briefing as a Presentation

To share an executive briefing with stakeholders who must review it but do not have the licenses or permissions to generate briefings themselves, click Export Executive Briefing in the CSC AI Record Summary Lightning component, select a CS presentation template, and download the populated file. For more information, see Exporting an Executive Briefing as a Presentation.

Notes:
  • To enable this feature, your administrator must create one or more CS presentation templates with a type of Executive Briefing. For more information, see Setting up CS Presentation Templates.
  • The export action is only displayed if you have access to the CS Presentation Template object. Contact your administrator if the action isn't displayed.

Configuring the Executive Briefing Prompt

The fields and filters that the executive briefing prompt references are defined in the CSC Executive Briefing Configuration. For more information, see Configuring the CSC Executive Briefing Configuration.