SECTIONSCertinia Customer Success Agent Overview
The Certinia Customer Success Agent is a conversational Veda Flex AI agent that helps customer success managers streamline customer success tasks, such as managing playbooks, generating AI summaries, and assigning playbook tasks using natural language.
Core Capabilities
The Certinia Customer Success agent assists customer success managers with reviewing account context and tracking outstanding work by:
- Retrieving account details, active success plans, and their objectives
- Finding playbook tasks by account, success plan, playbook, assignee, status, or due date
- Reviewing past activities and engagement history for an account
- Querying contacts, opportunities, and products linked to accounts
- Querying activity attendees, playbook details, skill set composition, and expansion opportunity details
- Querying account, success plan, objective junction and source records
- Retrieving account health scores with the metric values, segment thresholds, and weightings behind them
- Generating activity summaries, executive briefings, account summaries, business review, playbook, closing summaries, and follow-up customer emails
- Creating and updating activity as well as playbook task records
Interacting with the Agent
The Certinia Customer Success Agent is one of the Veda Flex agents available through agent chat, the shared chat container provided by the AI Connector. To start a conversation with the agent, open an agent chat from the Veda global action in the Salesforce header. If you have access to more than one agent in your org, select the Certinia Customer Success Agent from the picker after the chat container opens. For more information about opening agent chat and selecting an agent, see Using Agent Chat.
You can search for an account, success plan, objective, playbook, or playbook task by name or ID. If a search returns multiple results, the agent presents a disambiguation list so that you can select the record you want before continuing.
The Certinia Customer Success Agent runs on the Certinia Agent platform, the shared infrastructure used by all Certinia agents. This provides consistent tool execution and error handling across create, update, and query operations on Customer Success Cloud records.
Permissions and Data Access
The agent respects your Salesforce record-level and field-level security. Records and fields that you do not have permission to view are not returned in agent responses, and the agent enforces your existing Customer Success Cloud permissions.
Querying Account and Success Plan Details
You can ask the Certinia Customer Success agent to retrieve account context, including owner, active success plans, and the objectives associated with each plan. Use this to build account context before a customer conversation, or to confirm what is in flight on an account without navigating through individual records.
For more information, see Querying Accounts and Success Plans Using the Certinia Customer Success Agent.
Querying Playbook Tasks and Engagement History
You can ask the Certinia Customer Success agent to retrieve playbook tasks across your portfolio, filtered by account, success plan, playbook, assignee, status, or due date. The agent also retrieves past activities recorded against an account so you can review recent engagement history.
For more information, see Querying Playbook Tasks Using the Certinia Customer Success Agent and Reviewing Engagement History Using the Certinia Customer Success Agent.
Querying Contacts, Opportunities, and Products
You can ask the Certinia Customer Success agent to retrieve contacts linked to an account, check open or closed opportunities with deal values and close dates, and see which products an account uses. The agent also identifies your assigned Customer Success resource automatically so context-sensitive queries such as "show me my accounts" resolve without you specifying your name.
For more information, see Querying Contacts Using the Certinia Customer Success Agent, Querying Opportunities Using the Certinia Customer Success Agent, and Querying Products Using the Certinia Customer Success Agent.
Querying Playbook, Activity, and Expansion Opportunity Details
You can ask the Certinia Customer Success agent to retrieve activity attendees and products discussed in activities, the resources and skills assigned to a playbook, the composition of a skill set, and expansion opportunity pipeline values.
For more information, see Querying Activity Attendees and Products Using the Certinia Customer Success Agent, Querying Playbook Details Using the Certinia Customer Success Agent, Querying Skill Set Composition Using the Certinia Customer Success Agent, and Querying Expansion Opportunities Using the Certinia Customer Success Agent.
Querying Account, Success Plan, and Objective Junction Objects
You can ask the Certinia Customer Success agent to retrieve junction records that link accounts, success plans, and objectives to related products, skills, regions, and business challenges. You can also query source records to see how a success plan's objectives and playbooks are connected.
For more information, see Querying Account Junction Records Using the Certinia Customer Success Agent, Querying Success Plan Junction Records Using the Certinia Customer Success Agent, Querying Objective Junction Records Using the Certinia Customer Success Agent, and Querying Source Relationships Using the Certinia Customer Success Agent.
Querying Health Scores and Metrics
You can ask the Certinia Customer Success agent to retrieve an account's health score, identify which of your accounts are at risk, and explain why a score is what it is. The agent returns the metric values behind each score, the segment an account belongs to, and the thresholds and weightings configured for that segment.
For more information, see Querying Account Health Scores Using the Certinia Customer Success Agent, Reviewing the Metrics behind a Health Score Using the Certinia Customer Success Agent, and Querying Segment Metrics and Thresholds Using the Certinia Customer Success Agent.
Querying Your Portfolio and Task Assignments
You can ask the Certinia Customer Success agent which accounts and success plans are assigned to you, who owns a specific account, and what your own open tasks are. Portfolio results reflect assignments made through the Customer Success Cloud resource model, not just Salesforce record ownership.
For more information, see Querying Your Portfolio and Task Assignments Using the Certinia Customer Success Agent.
Generating Summaries and Briefings
You can ask the Certinia Customer Success agent to generate AI summaries and briefings, including activity summaries, executive briefings, full account summaries, business review summaries, playbook summaries, and closing summaries. You can also generate a follow-up customer email from an activity summary created earlier in the same conversation.
For more information, see Summarizing Recent Account Activity Using the Certinia Customer Success Agent, Generating Executive Briefings and Account Summaries Using the Certinia Customer Success Agent, Summarizing Playbooks Using the Certinia Customer Success Agent, and Drafting Customer Communications Using the Certinia Customer Success Agent.
Creating and Updating Activities and Playbook Tasks
You can ask the Certinia Customer Success agent to create and update activity and playbook task records through natural-language conversation. The agent asks for any required details, presents a summary for you to review, and saves the record only after you approve it.
For more information, see Creating an Activity Using the Certinia Customer Success Agent, Updating an Activity Using the Certinia Customer Success Agent, Creating a Playbook Task Using the Certinia Customer Success Agent, and Updating a Playbook Task Using the Certinia Customer Success Agent.