Accessing and Activating the Certinia Customer Success Agent

The Certinia Customer Success Agent is configured by Certinia and does not need to be built by an administrator. This page describes how to open the agent, give your users access to it, and activate it. For general information about working with AI agents, see the Salesforce Help.

Note:

The agent is inactive when it is first available in your org, and is not displayed in the workspace until you activate it.

Opening the Agent

To open the agent:

1. Navigate to the Agentforce Agents page in setup.
2. Select Certinia Customer Success Agent in the list of agents.

Giving Users Access to the Agent

You give users access to the agent from the agent's detail page in setup.

To give users access to the agent:

1. Open the agent.
2. On the agent's detail page, click the Agent Access tab.
3. Add the agent to a permission set, then assign that permission set to the users who need to interact with the agent. For more information, see the Salesforce Help.

Note:

The permission sets in the CSC AI Agent Service package are managed and cannot be edited for this purpose. Create a permission set of your own instead.

Activating the Agent

You activate the agent from Salesforce Agent Builder.

To activate the agent:

1. Open the agent.
2. Click Open in Builder.
3. Click Activate.

Topics

The agent is configured with the following topics:

• CS Account Intelligence
• CS Activity Intelligence
• CS Operations

Note:

We recommend that you do not add any additional topics and actions to the agent because this might result in unexpected behavior of the agent.

Event Logs

By default, the agent does not keep a record of conversations in enhanced event logs. This feature uses Data Cloud. If you want to use this feature, contact your customer success manager.