Querying Account Health Scores 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 retrieve account health scores so you can understand account risk without leaving the chat.

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 an account's health score, find accounts above or below a score threshold, and identify which of your accounts are at risk. For example:

• To check a single account's score: What is the health score for Acme Corp?
• To find accounts below a threshold: Show me all accounts with a health score below 50.
• To identify at-risk accounts in your portfolio: Which of my accounts are at risk?

The agent returns the matching accounts with their health scores. Accounts with no health score data return a graceful empty response.