AI Summarization Administration Guide

Overview

AI Summarization analyzes your data to generate concise, actionable summaries of your opportunities and cases. These summaries help users understand important details quickly and make informed decisions faster.

This guide covers activating, setting up, and managing AI Summarization in Sugar. For more information on using summaries and the data analyzed by the summaries, please refer to the AI Summarization User Guide.

Privacy and Security

All data shared with AI models is protected by SugarCRM's trust and security layers.

• Your data is anonymized before it is shared.
• For auditing purposes, your anonymized data is stored for one month and then permanently deleted.
• Your data is never used to train AI models.

Prerequisites

Before activating AI Summarization for your users, your instance must meet the following prerequisites:

• Your Sugar instance is hosted on SugarCloud and is using version 13.0 or higher.
• Your instance must be hosted in one of the following regions:
  • ap-southeast-2: Asia Pacific (Sydney)
  • eu-west-2: Europe (London)
  • eu-central-1: Europe (Frankfurt)
  • us-west-2: US West (Oregon)
• Your instance must have SugarIdentity enabled.
• Your instance has the Sell Advanced, Sell Premier, or Serve license.
• You have purchased the Intelligence add-on. To purchase the Intelligence add-on contact your Customer Success Manager.

Activating AI Summarization

Once you have met the prerequisites, AI Summarization will be activated and the connection to the AI server will be established automatically.

Setting Up the AI Summary Dashlet

Once activation is completed, the AI Summary dashlet is added automatically to the default Opportunities and Cases record view intelligence pane and focus drawer dashboards. In the default focus drawer dashboard, the dashlet is added to the bottom of the dashboard, so you may need to scroll down to see it. If you are using a custom dashboard you will need to manually add the dashlet.

Setting Up the AI Sentiment Field

The AI Sentiment field must be manually added by an administrator to the Case module record, list, and search layouts. Please refer to our Layouts guide page for more information of editing layouts.

Access

Users with access to the Opportunities or Cases modules can view and add the AI Summary dashlet. It is important to note that the contents of generated summaries are not restricted by the user's permissions and may display information from fields the user cannot access.

Token Usage

Once the AI Summary dashlet is added to a user's dashboard, an initial summary is generated when they open a record view. The summary will automatically regenerate when new data is available and the record view is open. Each summary generation uses tokens, with the amount used dependent on the amount of data analyzed.

Using the info icon in the dashlet, administrators and dashboard owners can review the current percentage of tokens used from the monthly instance allowance. Once your instance reaches its monthly token limit, the dashlet will no longer generate new summaries. The last generated summary will still be visible.

The token allowance is refreshed on the first day of every month. To purchase additional tokens, either after reaching your allowance or in advance, contact your Customer Success Manager.