Creating a Certinia Customer Success Agent

Note: This feature is part of the Certinia Early Adopter Program. This program is only available to a limited number of customers. For more information, contact your Customer Success Manager.

This page details the specific options required to create an AI agent from the Certinia Customer Success Agent template using Agentforce Builder. For general information about creating an AI agent, see the Salesforce Help.

Template

  1. Navigate to the Agentforce Agents page in setup.

  2. Click New Agent.

  3. Ensure Create from a Template is selected.

  4. Select the Certinia Customer Success Agent template.

  5. Click Next.

Topics

  1. Ensure you keep the following topics added:

    1. CS Playbook Management

    2. CS Activities Summary

    3. CS Task Management

  2. Click Next.

Note: We recommend that you do not add any additional topics and actions to the agent because this might result in unexpected behavior of the agent.

Customize Your Agent

Complete the following fields.

* – Mandatory field

Configuration for Certinia Customer Success Agent
Field   Value

Name

 * By default, this field is populated with the name of the template, Certinia Customer Success Agent. You can override this value with the value that you choose. We recommend using a descriptive name that identifies the purpose of the agent.
API Name * By default, this field is populated with Certinia_Customer_Success_Agent. You can update the value according to the name you enter on the Name field.
Description * This field is populated by default. You can override the default text. If you do so, we recommend that you explain the goals of the agent.
Role *

We recommend that you include the key tasks and responsibilities of the agent.

Example: "You are a digital agent supporting a customer success manager in their work, including playbook management, playbook task management, and summarizing activities."
Company *

We recommend that you include details about the company the agent represents, such as name and product information.

Example: "Certinia, a software as a service company."
Keep a record of conversations with enhanced event logs to review agent behavior   By default, this field is not selected. This feature uses Data Cloud. If you want to use this feature, contact your customer success manager.

Once the fields are populated, click Next.

Language and Tone

We recommend that you do not make any changes to the default values on the Default Language, Select Languages, and Tone fields.

Click Create.