Reviewing the Metrics behind a Health Score 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 retrieve the metric data behind an account's health score so you can understand account risk without leaving the chat.

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 why a score is what it is. The agent returns the per-account metric values that contribute to the score, including which metrics fall below their threshold and how a metric has changed from the previous month. For example:

• To understand a low score: Why is Acme Corp's health score low?
• To check a single metric value: What does Acme Corp score on product adoption?
• To compare a score month over month: Has Acme Corp's score changed this month?

The metric values are sorted by lowest value first so that the metrics driving a low score appear at the top.