Querying Playbook Details 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 connect playbooks to related resources, skills, and products.

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 retrieve the resources assigned to a playbook, the skills a playbook requires, and the products covered at the playbook level or at the individual task level. For example:

• To list resources assigned to a playbook: Which CSMs are assigned to the <playbook name> playbook?
• To view skills required by a playbook: What skills does the <playbook name> playbook require?
• To view products covered by a playbook: What products does the <playbook name> playbook cover?

The agent returns the matching resources, skills, or products associated with the playbook.