Creating a Playbook Task 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, 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 create a playbook task record through natural-language conversation so you can progress work without leaving the agent chat. The agent asks for the details it needs, presents a summary for you to review, and saves the record only after you approve it.

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 Using Agent Chat.

You can ask the agent to add a task to a playbook. Describe the task in the chat, including the parent playbook, task name, due date, and owner. If a required detail is missing, the agent asks for it before it presents the summary.

  1. Open the agent as described above.
  2. Describe the playbook task you want to create. For example, enter Add a task to the <playbook name> playbook to schedule a kickoff call, due next Friday.
  3. If the agent prompts you for missing details, provide each value in the chat when asked.
  4. Review the values on the summary. Select Approve to save the task, or select Reject to discard it.
  5. The agent confirms that the playbook task is created.
Note:

You can only create records that you have permission to create directly in Salesforce. The agent enforces your existing field-level security and sharing rules throughout.