Cloning a Playbook, Success Plan, or Objective 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.

This feature analyzes existing records only. To take follow-up actions after cloning is done, such as creating or updating records, you must have the same permissions required to perform those actions manually.

You can ask the Certinia Customer Success agent to clone a playbook, success plan, or objective through natural-language conversation so you can duplicate an existing structure without leaving the agent chat. The agent copies the full child hierarchy for the record type you clone, provides a summary showing the counts of what will be copied before asking you to approve, and reports the outcome once the clone is created.

To start a conversation with the Certinia Customer Success 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. For more information about opening agent chat, the first-use disclaimer, and selecting an agent, see Opening an Agent Chat.

You can ask the agent to clone a playbook, success plan, or objective by name, ID, or, if you are viewing the record, by referring to it as "this" or "the current one." Cloning always creates the new record under the same account and success plan as the source. The agent cannot clone into a different account or success plan. The child records that come with the clone depend on the record type:

  • Cloning a playbook also clones its playbook tasks and skills.
  • Cloning an objective also clones its playbooks, playbook tasks, and skills.
  • Cloning a success plan also clones its objectives, objective KPIs, playbooks, playbook tasks, and skills.

To clone a playbook, success plan, or objective using the Certinia Customer Success agent:

  1. Open the agent as described above.

  2. Describe the record you want to clone. For example:

    • By name: Clone the <playbook name> playbook.
    • By screen context, if you are viewing the record in the background while chatting with the agent: Clone this playbook.
  3. If more than one record matches your description, such as a playbook and a success plan that share the same name, select the one you want from the list the agent returns.
  4. Review the summary the agent presents, which lists what will be copied and the destination account and success plan.
  5. Tell the agent what to name the clone and whether it should be a template, or accept the defaults the agent offers.
  6. Review the approval card, which will show the clone's details, and click Approve to create the clone, or click Reject to cancel.
  7. The agent confirms the new record's name, provides a clickable link to it, and states its parent account and success plan.
Notes:
  • The parent record is created immediately, but its child records, such as tasks, skills, KPIs, and nested playbooks, are generated in the background. The agent does not notify you when this background processing finishes.
  • A playbook's template setting must match its parent success plan's template setting. If cloning would violate this, the agent explains the conflict in the chat instead of creating the clone.
  • If you do not have permission to clone skills, the agent tells you and clones the rest of the record without them.
  • If the clone cannot be completed, such as because you do not have access to the destination account, the agent explains why in the chat rather than showing a system error.