Expansion Opportunity Identification Overview

The Identify Expansion Opportunities card is part of the CSC Toolkit on an account record page. It recommends cross-sell products for the account, so you can run the identification in place, watch its progress, and review the resulting work suggestions without leaving the account view. The card shows a short description and a Run button.

This feature is part of Veda, Certinia's AI brand. For more information, see Veda Overview.

When you click Run on the Identify Expansion Opportunities card:

1. The account's industry, annual revenue, and billing country are evaluated against a CS policy.
2. The account's products are compared against those of similar accounts to recommend products those accounts own but this one doesn't.
3. Expansion opportunity work suggestions are created in the Work Suggestions list for your review.

This product comparison is an analytics-based whitespace analysis. Both the AI-powered product need fit analysis and the whitespace analysis run together in a single background process, and the Work Suggestions list holds both the product need fit and the analytics-based suggestions. Running the action again doesn't recreate suggestions that already exist.

After expansion opportunities have been identified, the new work suggestions are displayed in the Work Suggestions list on the same account record page. You can then click Generate Expansion Opportunity on a suggestion to create the expansion opportunity record. The footer shows when the action last ran for the account.

Notes:

• To prevent duplicate requests, Run is unavailable when expansion opportunities are being identified
• Identifying expansion opportunities selects the CS policy that best matches the account, then evaluates the products listed in that policy's version against the account's recent CS activities, cases, and business challenges. Products with a strong match become work suggestions, unless the account already owns them, they have an active late-stage opportunity or a closed opportunity that wasn't won, or they're already covered by an existing expansion opportunity or work suggestion.
• Your administrator sets up the CS policies used to identify expansion opportunities and chooses which of the account's data the identification evaluates, such as whether cases are included.
• When the process finishes, a single notification reports the outcome for the account by name. If a stage fails, a separate notification reports the error. When you run the action from the account record page, only you are notified. When it runs from a flow, the Customer Success resources assigned to the account are notified. Your administrator controls whether these notifications are sent.
• Whitespace analysis relies on CRM Analytics. It's available only to users who have access to CRM Analytics, and it returns recommendations only when the CS Cloud Core Analytics app is set up in your org. For more information, see Setting up the Identify Expansion Opportunities Action.
• Running AI actions that create or update records requires the same permissions as performing those actions manually. Without them, you might be unable to complete certain actions.

For more information, see Identifying Expansion Opportunities and Creating Expansion Opportunities.

Viewing the Expansion Opportunity Identification Details

After you run the Identify Expansion Opportunities action, you can review how its work suggestions were reached. Once the action is completed, select View Explanation to open the View Explanation window.

The window presents a separate tab for each identification strategy that ran, so you see only the strategies enabled for your org. The product need fit analysis is displayed on the Product Need Fit tab, and the whitespace analysis is displayed on the Whitespace tab.

The Product Need Fit tab presents its reasoning in the following sections:

• Policy Recommended: The expansion opportunity policy recommended for the account, based on its event description.
• Data Reviewed: The records reviewed to identify potential expansion opportunities for the account.
• Products Excluded: Products that strongly matched the account but weren't turned into work suggestions, and the reason each was excluded.
• Work Suggestions Created: The work suggestions created for the account.

The Whitespace tab presents its reasoning in the Products Excluded and Work Suggestions Created sections.

If an identification stage is unsuccessful, the window displays more information about any errors that have occurred.

Configuring the Identify Expansion Opportunities Action

Administrators can configure which CS policy the card uses, control which strategies run, and set the minimum score a whitespace recommendation must reach before it becomes a work suggestion. By default, both strategies run and the minimum score is 0.6 out of 1. If both strategies are disabled, the action runs without creating any work suggestions.

The whitespace score is the proportion of the accounts that own the same product as this account that also own the recommended product. A score of 0.6 means that 60% of those accounts own the recommendation. Recommendations that score below the minimum are discarded. Raise the minimum for fewer, stronger recommendations, or lower it to surface more, weaker ones.

Note:

If you can't view the Identify Expansion Opportunities card, you might not have the required permissions.

Administrators also control whether the outcome notifications are sent. For more information, see Custom Settings and Setting up the Identify Expansion Opportunities Action.