Querying Resource Pools 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 resource pool data so you can check pool capacity before making account assignment decisions.

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.

When you ask about resource pools, the agent returns all pools in your org with their member counts. You can query a specific pool by name to see the members within it and their roles. For example:

• To view all pools: Show me all resource pools
• To view a specific pool: Who is in the <pool name> resource pool?