Querying Contacts 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 standard Salesforce records linked to accounts in your org. The agent identifies your assigned Customer Success resource automatically so context-sensitive questions such as "show me my accounts" return results without you specifying your name.

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.

Ask the agent to retrieve contacts linked to an account, and it returns each contact's name, email address, job title, and associated account. For example:

• To list contacts at an account: Who are the contacts at Acme Corp?
• To find a specific contact: Find <contact name> at Acme Corp