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.

Note:

A success management summary is not saved. It is generated for your current session, and you can regenerate it at any time.

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.

Sources

Where available, a section displays a Sources panel that lists the most important records used to generate that section. Click a source to open the corresponding record.