Summarizing Playbooks 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 generate an AI summary of a playbook through natural-language conversation so you can manage playbooks without leaving the chat. The agent generates the summary from the records you already have permission to view.

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 summarize a playbook's current status and highest-priority next task, or to generate a closing summary when a playbook completes. A closing summary covers the playbook goal, internal and external stakeholders, and customer sentiment, creating a formal closure record in seconds.

1. Open the agent as described above.

2. Describe the playbook summary you want. For example:

   • To summarize a playbook's status: Summarize the <playbook name> playbook.
   • To find the next task to work on: What's the next task I should work on?
   • To generate a closing summary: Generate a closing summary for the <playbook name> playbook.
3. The agent returns the playbook summary or closing summary.