> ## Documentation Index
> Fetch the complete documentation index at: https://docs.forge.shieldtp.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Use accounts and custom insights

> Review an account's helpdesk, projects, sales, touchpoints, and configured Custom Agent insights.

The Accounts area is a portfolio and customer-context surface. It can bring together helpdesk, projects, sales, touchpoints, and custom insight cards for an account.

## Review an account

Start with the account identity and mapped systems. Then look across:

* **Helpdesk:** volume, active issues, service patterns, or other configured summaries.
* **Projects:** current and recent delivery work.
* **Sales:** opportunities and activities available from the connected provider.
* **Touchpoints:** recent customer-facing interactions when configured.
* **Custom Insights:** outputs from selected Custom Agents.

Use account-scoped Chat when the question crosses those areas. Ask Forge to separate provider-backed facts from generated observations.

## Refresh a custom insight

Custom Insight cards are produced by selected Custom Agents. When a refresh action is available:

1. confirm the target account;
2. understand which agent will run;
3. review that agent's tools, inputs, and output definition if the result is material;
4. start the refresh;
5. inspect the resulting run and source evidence.

## Turn insight into work

An insight should name an observable next step. Depending on the situation, that may become:

* a project-scoping conversation;
* a helpdesk improvement;
* an opportunity or activity update;
* an AI BDR proposal;
* a customer touchpoint;
* a change to an account-specific runbook or context.

<Note>
  Account cards and insight types depend on your organization's deployment. A missing card may not be configured, and a stale card may require a new agent run.
</Note>

For durable customer-specific guidance, see [Account context and memory](/knowledge/account-memory).