Querying Source Relationships 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 source records that connect objectives, playbooks, and success plans.

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.

Source records connect objectives, playbooks, and success plans. You can ask the agent to return the source linkage for a success plan to see how its objectives and playbooks relate to each other. For example, enter How are the objectives and playbooks for the <success plan name> success plan connected? The agent returns the source records linking the success plan to its objectives and playbooks.