Querying Playbook Tasks 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 interact with the Certinia Customer Success agent through Veda using natural language. Describe what you want to find, and the agent returns the matching records. If a query matches multiple records, the agent presents a list for you to choose from.

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 playbook tasks filtered by account, success plan, playbook, assignee, status, or due date. Use this to surface time-sensitive work across your portfolio without navigating individual records. For example:

• To find tasks due today: What tasks are due today?
• To find overdue tasks for an account: Show overdue tasks for Acme Corp
• To find flagged tasks for a specific resource: What flagged tasks does <resource name> have this week?
• To list tasks on a specific playbook: Show me all tasks on the <playbook name> playbook

Each task in the results includes the task name, status, due date, parent playbook name, and account name.