Querying Skills and Skill Sets 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 skills and skill sets without navigating to configuration screens or list views. You can ask the agent to identify which resources hold specific competencies and validate a resource's skill profile.

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 the agent about available skills or skill sets, it returns all skill records in your org, each labeled with its associated skill set. You can filter results by skill set name to see the resources linked to that skill set. For example:

• To view all skills: Show me all available skills
• To filter by skill set: Which resources have the <skill set name> skill set?
• To check a specific resource's skills: What skills does <resource name> have?