Creating an Activity 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 an activity record through natural-language conversation so you can log interactions 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 log an activity against an account or another related record. Describe the activity in the chat, including the subject, type, date, and the record it relates to. 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 activity you want to log. For example, enter Log a call with Acme Corp today about their renewal.
  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 activity, or select Reject to discard it.
  5. The agent confirms that the activity 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.