Creating Records from a Transcript 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 attach a call transcript to the Certinia Customer Success agent and ask it to create Customer Success Cloud records from what was discussed. This captures the outcomes of a call without you having to log each record by hand afterwards. For more information about attaching a transcript, see Attaching a Transcript to the Certinia Customer Success Agent.

The agent reads the transcript, drafts the records, and presents them on an approval card. Nothing is saved until you approve the card. If you reject it, the draft is discarded and no record is created.

What You Can Create from a Transcript

Your wording determines what the agent creates. A single transcript produces one of the following, not a combination of them. To create a different record type from the same call, attach the transcript again and ask for that type.

  • A CS activity: The agent creates one activity for the call, with its type set to "Meeting", and summarizes the follow-ups from the call in its notes.
  • A Playbook and its Playbook Tasks: The agent presents the playbook first, then presents the tasks on a second card after you approve the playbook.
  • One or more objectives.
  • A Success Plan: The agent records the goals and outcomes from the call in the plan's summary, and any challenges and risks that the call raises in its challenges and risks.
Note: The agent does not create business challenges or objective KPIs from a transcript. To create a business challenge, ask the agent for one directly without attaching a transcript.

Choosing the Account

If you open the agent from an account, the agent creates the records for that account. If you open it elsewhere, name the account in your request, either by its exact name or by its record ID.

When you ask for objectives, the agent also determines which success plan to attach them to. If you name a plan, it uses that plan. If the account has a single customer success plan, it uses that one. If the account has several, the agent asks you which to use before drafting anything. If the account has no customer success plan, the agent attaches the objectives to the account instead.

Creating the Records

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.

  1. Open the agent as described above.
  2. Click Attach Icon and select the transcript file.
  3. Describe the record you want the agent to create, then send your message. For example, enter create a CS activity from this transcript.
  4. If the agent asks you for a detail it needs, such as the account or the success plan, provide it in the chat.
  5. Review the drafted values on the approval card. To view the individual values, click Show Details.
  6. Click Approve to create the records, or Reject to discard the draft.
  7. The agent confirms what it created and provides a link to each new record.
Notes:
  • You cannot edit the values on an approval card. To change what the agent proposed, reject the card and ask again, or approve the card and edit the record afterwards.
  • The agent can only use a transcript in the message you attach it to. After it creates records from that transcript, attach the transcript again to create another record from the same call.
  • When you ask for a playbook, the agent asks whether the follow-up tasks should have a common end date. If you confirm, it then asks which date to use and applies that date to every task in the batch. If you decline, the tasks are created without an end date.
  • If the transcript contains content that the agent cannot classify into any of the record types above, the agent lists those items in the chat instead of adding them to a record. You only see this list when the call produces nothing else for the agent to propose. If the agent creates or drafts a record for the call, any unclassified content is left out of the response.
  • When you ask for a CS activity, the agent checks the account's existing activities to decide which extracted items to fold into the new activity's notes. This does not stop the agent from creating the activity, and it never merges into an existing record. You only see which items were already recorded when every item from the call is already logged and the agent proposes nothing for that call.
  • If the call contains nothing worth recording for the type you asked for, the agent tells you so and presents no approval card.
  • If a name taken from the call is too long for the field it belongs in, the agent asks you for a shorter one rather than shortening it itself.