SECTIONSQuerying Your Portfolio and Task Assignments Using the Certinia Customer Success Agent
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 interact with the Certinia Customer Success agent through Veda using natural language. Describe what you want to find, and the agent returns the matching records. If a query matches multiple records, the agent presents a list for you to choose from.
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 accounts and success plans are assigned to you, who owns a specific account, and what your own open tasks are. Portfolio results reflect assignments made through the Customer Success Cloud resource model, so they include accounts assigned to you even when you are not the Salesforce record owner.
For example:
- To list your assigned accounts: Show me my accounts
- To find who owns an account: Who is responsible for Acme Corp?
- To review your own task workload: Show me my open tasks this week
The agent returns the accounts, success plans, or tasks assigned to you, identifying your assigned Customer Success resource automatically.