Generating Executive Briefings and Account Summaries 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 generate AI briefings and summaries through natural-language conversation so you can prepare for customer conversations and brief leadership without leaving the chat. The agent generates each summary from the records you already have permission to view.

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 for a leadership-ready briefing or a holistic account summary. These summaries apply to accounts only and cover achievements, risks, growth opportunities, stakeholders, and strategic plan so you can prepare for a sponsor call, board review, or business review.

1. Open the agent as described above.

2. Describe the briefing or summary you want. For example:

   • To generate an executive briefing: Give me an executive briefing for Acme Corp.
   • To generate a full account summary: Give me the full account summary for Acme Corp.
   • To prepare for a business review: Help me prepare for the QBR with Acme Corp.
3. The agent returns the briefing or summary. If you request one of these summaries for a record that is not an account, the agent confirms that the capability applies to accounts only.