Updating a Playbook Task 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 update a playbook task record through natural-language conversation so you can progress work without leaving the agent chat. The agent presents a summary for you to review, and saves the change only after you approve it.

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 update an existing playbook task, such as to mark progress or change the owner. Only the fields you describe change, and all other fields remain the same. If the agent cannot find the task or you do not have edit access, it tells you in the chat.

1. Open the agent as described above.
2. Describe the playbook task you want to update and the changes to make. For example, enter Mark the kickoff call task as complete.
3. If the agent returns more than one matching record, select the task you want to update.
4. Review the changes on the summary. Select Approve to save the changes, or select Reject to discard them.
5. The agent confirms that the playbook task is updated.

Note:

You can only update records that you have permission to update directly in Salesforce. The agent enforces your existing field-level security and sharing rules throughout.