Success Management Summary Overview

The Success Management Summary uses AI to generate a read-only summary of a success plan for a date range that you select. It brings together the recent activity, objectives, and progress on a success plan so that customer success managers can quickly understand where the success plan stands without reviewing every related record.

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.

Success Management Summary Sections

A success management summary consists of the following sections:

  • Overview: A high-level summary of the success plan's status and direction.
  • Recent CS Activity: The customer success activities recorded against the success plan during the selected date range.
  • SM Objectives: The status and progress of the success plan's objectives.
  • KPI Progress: The measurable progress toward the objective KPIs on the success plan.
  • Active Playbooks: The playbooks and playbook tasks in progress for the success plan during the selected date range.
  • Challenges and Risks: The challenges and risks that affect the success plan.
Tip:

If a section fails to generate successfully, review the associated error message and regenerate the summary.

Selecting a Date Range

Success management summaries are generated for a date range that you specify. By default, the date range covers the last three months. Adjust the start date and end date to change the summary coverage period. The summary reflects the records that fall within the selected date range. Each section except Overview displays the date range that it covers.

Generating a Success Management Summary

The CSC Success Management AI Summary component is not added to success plan record pages by default. An administrator must add it using the Lightning App Builder. For more information, see Customer Success Cloud Lightning Components.

You generate a success management summary on a success plan record page. Each section is generated independently, so if one section cannot be generated, the other sections are unaffected. For more information, see Generating a Success Management Summary.

Returning to a Generated Summary

After you generate a success management summary, it is kept so that you can return to the success plan record page and see the same summary without regenerating it. Each restored section displays its generated content and the date and time that it was generated. Each section except Overview also displays the date range that it covers.

A summary is restored only if the success plan record has not changed since generation. If you edit the success plan, the stored summary is discarded and you must regenerate it. Changes to related records, such as new CS activities or updated objectives, do not discard the summary. Regenerate the summary to include those updates.

Keeping a generated summary requires AI Core 2026.300 or later.

Notes:
  • If any section of a stored summary is unavailable, none of the summary is restored and you must regenerate it.
  • A restored section displays its Sources list only when the stored summary covers the default date range ending today. In all other cases, the restored summary displays without its sources. To see the sources again, regenerate the summary for the range shown.

Data Volumes

When a success plan has a large volume of related data, a section might be generated using a reduced set of records to stay within processing limits. When this happens, an information message identifies the sections that were affected. A restored summary displays this message only when it covers the date range shown. In all other cases, a restored summary can display content that was generated from a reduced set of records without displaying the message.

Sources

The Sources list shows the records that the points in a section are drawn from. Each point cites one record, and the list shows those records without duplicates. A point that is not drawn from a specific record does not cite one. The following sections display a Sources list, and each section cites records of the types shown.

Records Cited in Each Success Management Summary Section
Section Records That Can Be Cited
Recent CS Activity CS Activity
SM Objectives Objective
KPI Progress Objective KPI
Active Playbooks Playbook and Playbook Task
Challenges and Risks Business Challenge

The heading shows the number of records, for example Sources (3). The list is expanded when a summary displays, and you can click the heading to collapse it. Each record displays with its object name and a label that identifies it. By default, the label is the record name. However, CS activities display their summaries, while business challenges and objective KPIs display their titles.

Click a record to open it. The record opens in a new browser tab. If you are working in a console app, it opens as a tab in the console instead.

Notes:
  • The Overview section does not have a Sources list, because it summarizes fields on the success plan record rather than related records.
  • The Sources list includes only the records that you have read access to, so the number of records listed can differ between users.
  • If you do not have read access to one of the objects that a section cites, that section does not display a Sources list at all.
  • In the Challenges and Risks section, only business challenge records are listed. Content generated from the Challenges and Risks field on the success plan has no associated record, so it has no source.