Shifting Playbook Task Dates 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 ask the Certinia Customer Success agent to shift the start and end dates of multiple playbook tasks at once by a relative amount, such as two weeks later, so you can replan a customer's timeline without leaving the agent chat. This mirrors the manual Shift Dates action in the Playbook Task Manager grid, so the result is the same whichever way you make the change.

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 Opening an Agent Chat.

You can ask the agent to shift the dates of up to 20 playbook tasks at a time. Identify the tasks by playbook, name, or list order, then specify the amount and direction to shift them, such as two weeks later or five days earlier. Each task keeps its original duration. Only its start and end dates shift. If a shift pushes a task beyond its parent playbook's current date range, the playbook's own dates extend automatically to cover it.

To shift playbook task dates using the Certinia Customer Success agent:

  1. Open the agent as described above.
  2. Describe the tasks you want to shift and the amount and direction to shift them. For example, enter Push back the <playbook name> tasks by two weeks.
  3. If the agent asks which tasks or which playbook you mean, provide the details it needs in the chat.
  4. Review the before and after dates the agent shows for each task, then click Approve to save the changes, or click Reject to cancel.
  5. The agent confirms which tasks were shifted, lists any it skipped and why, and provides a link to the parent playbook.
Notes:
  • If you ask to shift more than 20 tasks in one request, the agent rejects the request and suggests splitting it into smaller batches.
  • If a selected task has only a start date or only an end date, the agent shifts the date that is set and leaves the other empty.
  • If a selected task has no dates set, the agent skips it, shifts the rest, and tells you which task it skipped and why.
  • Shifting the dates of a task with no parent playbook still works. There is just no playbook date range to extend.