Using the Customer Success Agent

The Customer Success agent enables you to provide an agent with prompts to quickly summarize records and perform key processes in Customer Success Cloud.

Generate a CS Activity Summary

1. Click to open the Agentforce window.

2. To generate a CS activity summary: Give me a CS activity summary of the required record. Ensure that you replace "required record" with the name of the record that you want to summarize.

Note:

The provided record must have related CS activities in order to generate a summary.

Viewing, Saving, and Creating Tasks and Communications

Use the following prompts replacing account details with the details of the record you want the agent to summarize. You can use as many or few of these prompts in any order after generating the initial summary.

• To view a full summary including recommended playbook tasks: Give me the additional summary sections.
• To create the full list of recommended playbook tasks: Create the tasks.
• To create specific recommended playbook tasks: Create tasks 1 and 4.
• To save the CS activity summary as a CS activity record: Save the CS activity summary.

Generate an Account Executive Briefing

You can generate an executive briefing for an account. You don't need to generate a CS activity summary for the account in order for the agent to execute this prompt. To do this, use the prompt Generate an executive briefing for the required account. Ensure that you replace "required" with the name of the account that you want to generate an executive briefing for.

Generate an Account Summary

You can generate a summary for an account. You don't need to generate a CS activity summary for the account for the agent to execute this prompt. To do this, use the prompt Generate a summary for the required account.. Ensure that you replace "required" with the name of the account that you want to generate a summary for. When using the agent on an account record page, you can also use the prompt Summarize this account..

Generating Targeted Account Insights

In addition to generating a complete account summary, you can ask the Customer Success agent for individual sections of insights about an account. This is useful when you want to focus on a specific aspect of the account during a conversation, such as growth opportunities or current risks, without waiting for the full summary. The agent recognizes a range of natural phrasing for each request, so you don't need to use the exact wording shown below. Replace "required" with the name of the account that you want insights for, or use these prompts when working on an account record page.

• To view key metric highlights for an account: Show me the highlights for the required account.
• To view the key stakeholders on an account: Show me the key stakeholders for the required account.
• To view KPI progress for an account: Show me the KPI progress for the required account.
• To view risks and blockers for an account: Show me the risks and blockers for the required account.
• To view suggested expansion opportunities for an account: Suggest expansion opportunities for the required account.
• To view strategic value achievements for an account: Show me the strategic value achievements for the required account.
• To view the relational health of an account: Show me the relational health for the required account.
• To view immediate actions to take on an account: Show me the immediate actions for the required account.

Note:

The account summary returns each section individually, including the executive summary, so you can review or save sections on their own. Strategic next steps are not included in the account summary. To generate them, ask the agent separately, as described in Generate Strategic Next Steps. You can also generate a full account summary on the account’s record page. For more information, see Generating an Account Summary.

Save an Account Summary to the Account Record

After the agent generates an account summary, you can save it to the account record as an AI summary, so that others can reference it. You can save the complete summary or an individual section, such as the executive summary. To do this, use the prompt Save this account summary. To save a single section, use a prompt such as Save the executive summary to the account. The agent asks you for a name if you haven't given one, and asks you to confirm before it creates the record.

Create an Expansion Opportunity

You can create an expansion opportunity record for an account directly in the conversation, based on an opportunity the agent has suggested. First, ask the agent to suggest expansion opportunities for the account. Then use the prompt Create an expansion opportunity for the required account. Ensure that you replace "required" with the name of the account. If the agent has suggested more than one opportunity, it asks which one to create. You can also describe a new expansion opportunity instead of using a suggestion: provide a name and description, and the agent creates the record from the details you give. The agent asks you to confirm before it creates the record.

Generate an Account Customer Communication

You can generate a customer communication for an account after you have generated a CS activity summary for the account. To do this, use the prompt Generate a customer communication for the required account. Ensure that you replace "required" with the name of the account that you want to generate a customer communication for.

Generate a Business Review Summary

You can generate a business review summary for an account. You don't need to generate a CS activity summary for the account for the agent to execute this prompt. To do this, use the prompt Generate a business review summary for the required account.. Ensure that you replace "required" with the name of the account that you want to generate a summary for.

You can also generate a business review meeting agenda from a previously generated business review summary. To do this, use the prompt Generate a business review meeting agenda for the required account. Ensure that you replace "required" with the name of the account that you want to generate a meeting agenda for.

Note:

You must generate a business review summary for the account before you can generate a meeting agenda. If you request a meeting agenda before generating a summary, the Customer Success agent prompts you to generate the summary first.

Generate an Executive Summary

You can generate an executive summary of the account based on the previous chat responses from the Customer Success agent. To do this, use the prompt Generate an executive summary of this account. Ensure that you have prompted the agent for one or more of the following before asking it to generate an executive summary:

• KPI progress
• Risks and blockers
• Expansion opportunities
• Strategic value achievements
• Immediate actions
• Relational health
• Strategic next steps

Generate Strategic Next Steps

You can generate a strategic plan of next steps for the next 30, 60, and 90 days for an account based on previous chat responses. To do this, use the prompt Generate the strategic next steps for this account. Ensure that you have prompted the agent to provide risks and blockers or expansion opportunities before asking it to generate the strategic next steps. If neither has been generated, the agent asks which one to generate first.

If you ask the agent for "next steps" without specifying a time frame, it asks whether you want immediate next steps for this week or a strategic 30, 60, and 90-day plan, and then generates the one you choose.

Managing Playbooks

Use the following prompts to generate summaries and close playbooks and their associated playbook tasks. Ensure that you replace "required" with the name of the playbook that you want the agent to use.

• To generate a playbook AI summary: Generate a playbook summary for the required playbook.
• To generate a playbook closure summary: Generate a closing summary for the required playbook.
• To mark a playbook and its associated tasks as complete: Mark the required playbook as complete.

Assigning and Finding Playbook Tasks

Use the following prompts to assign playbook tasks to resources, remove resources from a task, set a task's resource role, and find a task by name or description. Ensure that you replace "required" with the details of the task, resource, or resource role that you want the agent to use.

• To assign a playbook task to a resource: Assign the required task to the required resource.
• To assign a playbook task to more than one resource: Assign the required task to the required resources.
• To remove a resource from a playbook task: Remove the required resource from the required task.
• To set a task's resource role: Set the required task's resource role to Customer Success Manager.
• To find a playbook task by name or description: Find my task about the required topic.

Note:

When you assign a playbook task to one or more resources, the agent sets the task's assigned resources to exactly those you name, removing any that you don't include. To add a resource without removing the current ones, include the existing resources in your request. Setting a task's resource role records a job role on the task, such as Customer Success Manager, and doesn't change which resources the task is assigned to.

Logging a CS Activity and Closing Playbook Tasks

You can log a CS activity directly in the conversation. After you log the activity, the Customer Success agent shows the open playbook tasks for the activity's account and helps you close the ones that the activity completed, without navigating away.

1. To log a CS activity, use the prompt Log a CS activity for the required account. Ensure that you replace "required" with the name of the account that you want to log the activity for. When you use the agent on an account or success plan record page, you can use the prompt Log a CS activity for this account.

2. Provide a short summary of the activity when the agent asks for one. The Customer Success agent asks you to confirm the account and the activity details, and creates the CS activity only after you confirm.

3. Review the open playbook tasks that the agent lists for the account. The agent recommends the task that the activity most likely completed.

4. Tell the agent which tasks the activity completed, for example Close the onboarding call task. The agent closes only the tasks that you confirm and leaves the others open.

Note:

The Customer Success agent never creates or closes a record without your confirmation. If you decline, the agent leaves your records unchanged. If the account has no open playbook tasks, the agent notifies you and takes no further action.