Drafting Customer Communications 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 use the Certinia Customer Success agent to draft a follow-up customer email through natural-language conversation so you can move from summary to outbound communication without switching tools.

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.

After you generate an activity summary, you can ask the agent to draft a follow-up customer email based on that summary. The agent uses the activity summary from earlier in the same conversation.

1. Summarize recent activity for an account, as described in Summarizing Recent Account Activity Using the Certinia Customer Success Agent.
2. Ask the agent to draft a follow-up email. For example: Draft a follow-up email from that summary.
3. The agent returns an email-formatted draft. If no activity summary exists earlier in the conversation, the agent confirms that a summary is required first.