Customer Success Agent Overview

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.

The Certinia Customer Success agent streamlines Customer Success tasks to create, assign, and manage tasks and playbooks and to generate AI summaries and summary level communications. This enables you to automate standard customer success practices and quickly gain summary level insights.

The Customer Success agent streamlines the process of condensing CS activities at account, success plan, objective, playbook, and playbook task level. If your administrator has added lookups on the CS Activity object to any other Customer Success Cloud object, then you can also generate a summary for these records.

The agent enables you to:

• Review the records' summarized activities, customer interactions, and details.

• Understand and prioritize critical tasks.

• Save the AI generated summary as an activity record.

• Create summary level communications.

• Create account level executive briefings.

• Create follow up recommended tasks.

• View playbooks and playbook tasks that are assigned to you, or by other information such as date or record association.

For more information, see Using the Customer Success Agent.