Querying Segment Metrics and Thresholds 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 retrieve the segment an account belongs to, and the thresholds and weightings configured for that segment.

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 which segment an account belongs to, which accounts make up a segment, and which metrics, thresholds, and weightings a segment uses to calculate its scores. For example:

  • To find an account's segment: What segment is Acme Corp in?
  • To list accounts in a segment: Show me all accounts in the Enterprise segment.
  • To view a segment's metrics and thresholds: What metrics does the Enterprise segment measure?

The agent returns the segment definition, its assigned accounts, or its metrics with their thresholds and weightings, depending on your request.