Querying Account Junction Records 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 query junction records that link accounts to related products, skills, and regions.

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 to return the products an account uses, the regions it is assigned to, and the skills associated with it. Product names, codes, and families are resolved from the linked records. For example:

  • To find products an account uses: What products does Acme Corp use?
  • To find regions assigned to an account: Which region is Acme Corp assigned to?
  • To find skills associated with an account: What skills are associated with Acme Corp?

The agent returns the junction records matching your query, with readable names resolved from the linked records.