Summarizing Recent Account Activity 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 recent activity through natural-language conversation so you can prepare for customer conversations 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 the recent activity recorded against an account, opportunity, success plan, objective, or playbook. The summary covers up to six months of customer success activity, including key interactions, risks, recommendations, and suggested next tasks so you can prepare for a call without reviewing each activity individually.

1. Open the agent as described above.

2. Describe the activity you want to summarize. For example:

   • To summarize activity for an account: Summarize recent activity for Acme Corp.
   • To summarize activity for another record type: Summarize the activity on the <opportunity name> opportunity.
   • To focus on risks: What are the risks with this account based on recent activity?
3. The agent returns the activity summary. A record with no recent activity returns a graceful empty response.