Examples of Requests for the Certinia Customer Success Agent in Agent Chat

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.

The following table includes examples of requests that you can use to ask the Certinia Customer Success agent to query Customer Success Cloud records and standard Salesforce objects. These examples are for illustration purposes only. You can use different wording. We recommend that you use clear and concise language in your requests so that the agent can easily process them.

Examples of Requests for the Certinia Customer Success Agent in Agent Chat
Task	Example Request
Retrieving account details	Tell me about Acme Corp.
Listing success plans for an account	Show the success plans for Acme Corp.
Viewing objectives on a success plan	Show the objectives for the <success plan name> plan.
Finding tasks due today	What tasks are due today?
Finding overdue tasks for an account	Show overdue tasks for Acme Corp.
Finding flagged tasks for a resource	What flagged tasks does <resource name> have this week?
Listing tasks on a playbook	Show me all tasks on the <playbook name> playbook.
Filtering tasks by status	Show all in-progress tasks for Acme Corp.
Reviewing recent activities for an account	Show me recent activities for Acme Corp.
Identifying the most recent customer engagement	When did we last engage with Acme Corp?
Identifying your own accounts	Show me my accounts.
Finding contacts at an account	Who are the contacts at Acme Corp?
Checking open opportunities for an account	Does Acme Corp have any open opportunities?
Finding products linked to an account	What products does Acme Corp use?
Listing attendees of an activity	Who attended the <activity name> meeting?
Finding products discussed in an activity	What products were discussed in the <activity name> meeting?
Listing resources assigned to a playbook	Which CSMs are assigned to the <playbook name> playbook?
Viewing skills required by a playbook	What skills does the <playbook name> playbook require?
Viewing skills in a skill set	What skills make up the <skill set name> skill set?
Calculating the pipeline value of expansion deals	What is the total pipeline value of CS-originated expansion deals?
Finding regions assigned to an account	Which region is Acme Corp assigned to?
Finding skills associated with an account	What skills are associated with Acme Corp?
Finding products covered by a success plan	What products does the <success plan name> success plan cover?
Finding skills required by a success plan	What skills does the <success plan name> success plan require?
Finding business challenges linked to an objective	Which business challenges are linked to the <objective name> objective?
Finding products targeted by an objective	What products does the <objective name> objective target?
Finding products associated with an objective KPI	What products are associated with the <KPI name> KPI?
Querying source relationships for a success plan	How are the objectives and playbooks for the <success plan name> success plan connected?
Checking an account's health score	What is the health score for Acme Corp?
Finding accounts below a health score threshold	Show me all accounts with a health score below 50.
Identifying at-risk accounts in your portfolio	Which of my accounts are at risk?
Understanding why a health score is low	Why is Acme Corp's health score low?
Checking a specific metric value for an account	What does Acme Corp score on product adoption?
Comparing a health score month over month	Has Acme Corp's score changed this month?
Viewing the metrics a segment measures	What metrics does the Enterprise segment measure?
Finding the segment an account belongs to	What segment is Acme Corp in?
Listing accounts in a segment	Show me all accounts in the Enterprise segment.
Identifying who owns an account	Who is responsible for Acme Corp?
Reviewing your own task workload	Show me my open tasks this week.
Summarizing recent activity for an account	Summarize recent activity for Acme Corp.
Generating an executive briefing for an account	Give me an executive briefing for Acme Corp.
Generating a full account summary	Give me the full account summary for Acme Corp.
Preparing for a business review	Help me prepare for the QBR with Acme Corp.
Summarizing a playbook	Summarize the <playbook name> playbook.
Generating a playbook closing summary	Generate a closing summary for the <playbook name> playbook.
Drafting a follow-up customer email	Draft a follow-up email from that summary.
Logging an activity against an account	Log a call with Acme Corp today about their renewal.
Updating an existing activity	Change the subject of that activity to Renewal discussion.
Creating a playbook task	Add a task to the <playbook name> playbook to schedule a kickoff call, due next Friday.
Updating a playbook task	Mark the kickoff call task as complete.