Auto-Allocating Resources Using the 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 Certinia Account Team.

The Certinia Customer Success agent can automatically allocate the best-fit resource as the owner of a playbook or success plan, or as a Customer Success owner on an account, using your org's configured allocation method.

1. Open an agent chat.

2. Describe what you want to auto-allocate, referring to the record by name or from screen context. For example:

   • To auto-allocate an owner to a playbook: Auto-allocate a resource to the <playbook name> playbook
   • To auto-allocate an owner to a success plan: Auto-allocate a resource to the <success plan name> success plan
   • To auto-allocate a Customer Success owner to an account: Auto-allocate a CS resource to <account name>
3. Review the requirement stated on the approval card and click Approve to allocate the resource, or click Reject to cancel. After you approve, the resource is allocated and notified.

Note:

You cannot auto-allocate to a playbook or success plan that has no role set. The agent tells you to add one first. On accounts, auto-allocation reads the role and region from the account's default, unassigned account resourcing record. If the account has no account resourcing record, or all of its records are already assigned, the agent tells you what to set up before you can auto-allocate. If you request a role that differs from the default record's role, the agent surfaces the mismatch and lets you choose how to proceed.