Interaction Summaries for client meeting notes
Key Takeaway
Use the delivered Interaction Summaries feature for client meeting notes before building anything custom. To let users share these records with chosen users or groups through Compliant Data Sharing, enable the Interaction and Interaction Summary objects in Object Enablement Settings.
Interaction Summaries is an Agentforce Financial Services feature for bankers and financial advisors. They use it to capture client meeting notes in a structured way and to share those notes only with the people who should see them. The feature combines a data model with Lightning components for creating, finding and sharing notes. The data model is built mainly on the Interaction Summary and Interaction objects. The result is a compliant, secure and permanent record of client interactions, so anyone assigned to an account can quickly understand that client's needs and history.
Interactions and interaction summaries
The data model rests on two main objects. Interaction Summary is the key object. Interaction is its child in the data model.
| Interaction | Interaction Summary | |
|---|---|---|
| What it holds | The meeting itself with a client or partner, including attendees and details such as location and time | Meeting notes, stored so they can be shared compliantly, plus the confidentiality level of the notes and any action items or next steps |
| Records it links to | Accounts, through the Interaction Related Account junction object | An account, a related record such as an opportunity or a financial deal tied to the interaction, account plan objectives, or any other record where secure notes are useful |
The Interaction Related Account junction object links the Interaction and Account objects. Based on attendee details, the junction object automatically captures every account taking part in an interaction. Users can then assign each account a role such as Primary, Legal or Audit.
Together, the two objects cover the core needs for client meeting notes:
- Notes relate to records such as accounts and opportunities.
- The meeting itself is recorded, with its attendees and details such as location and time.
- Notes can be shared compliantly with only selected users.
So when a business needs to record and share client meeting notes, the solution design uses this delivered functionality before building anything custom, such as a custom notes object.
Lena is a commercial banker. She meets a client's finance director at the client's office to discuss renewing a line of credit, and her colleague Omar joins her. Afterward, Lena creates an interaction for the meeting. She adds the finance director (a contact) and Omar (a user) as attendees, plus the location and time. She then creates an interaction summary with her detailed notes, sets the confidentiality level of the notes, and adds a next step to send revised terms by Friday. She relates the summary to the client's account and to the renewal opportunity. Every part of this uses delivered objects, so nothing custom is needed.