Certinia Services Delivery Agent Overview

The Certinia Services Delivery Agent is a conversational Veda Flex AI agent that helps project managers, using natural language, to:

  • Search, retrieve, create, update, and delete RAID items (Risks, Issues, Actions, Assumptions, Decisions, and Dependencies) across PSA projects
  • View and update project status across PSA projects
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.

Core Capabilities

The Certinia Services Delivery agent assists you with managing project delivery by:

  • Searching for RAID records across all six PSA RAID objects in a single request
  • Filtering RAID results by project, type, status, owner, severity, keyword, or date range
  • Retrieving a single RAID record, by searching for its name, ID, or any reference format, such as R-42, R-000042, or "risk forty-two"
  • Suggesting alternative matches when a reference is not found in the specified object type
  • Returning results sorted by severity from highest to lowest, then by due date from soonest to furthest
  • Providing a RAID count summary across all six object types for a project, including overdue counts per type
  • Creating, updating, and deleting RAID records in PSA using natural language
  • Determining whether a request is for existing RAID items or new ones to extract from an attached transcript
  • Collecting any missing required fields one at a time before presenting a confirmation message for review
  • Returning the new record's ID after creating a new record
  • Presenting a confirmation message showing current and proposed values side by side before applying any changes
  • Updating only the fields you describe, leaving all other fields unchanged
  • Detecting concurrent edits and requiring fresh confirmation before saving if another user changes the record while you are reviewing
  • Checking for dependency links before presenting a confirmation message that explains the record can be restored after deletion
  • Moving deleted records to the Salesforce Recycle Bin, where they are recoverable for 15 days
  • Viewing the overall, schedule, scope, and financial health of a project alongside a breakdown of open and overdue RAID items by type
  • Updating project status fields from a conversation, presenting a confirmation message with current and proposed values before saving any changes
  • Preserving your exact wording in status notes without rephrasing

Interacting with the Agent

You can describe what you want to do using natural language, and the agent asks for any additional information it needs before taking action.

To start a conversation, 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 your agent from the picker. For more information about opening agent chat, the first-use disclaimer, and selecting an agent, see Using Agent Chat.