Querying Success Plan Junction Records 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 junction records that link success plans to related products and skills.

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 return the products a success plan covers and the skills it requires. For example:

• To find products covered by a plan: What products does the <success plan name> success plan cover?
• To find skills required by a plan: What skills does the <success plan name> success plan require?

The agent returns the products or skills linked to the success plan.