Reviewing Engagement History 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 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 to retrieve recent activities recorded against an account so you can review past customer interactions without leaving the chat. For example, enter Show me recent activities for Acme Corp or When did we last engage with Acme Corp?. The agent returns the matching activities, including the activity name, account, and any associated success plan or playbook.