Setting up the Certinia Customer Success Agent

Complete the following setup tasks before using the Certinia Customer Success agent.

Setup Tasks for Certinia Customer Success Agent
Step Action Further Information
1

Contact Salesforce to activate the Einstein Agent license.

 For more information about Einstein Generative AI, see the Salesforce Help.
2 Set up Einstein generative AI in your org.
3 Create an agent using the Certinia Customer Success Agent template. Creating a Certinia Customer Success Agent
4 Create a permission set specific to the Customer Success agent with the permissions described in Permissions for Certinia Customer Success Agent.
5 Assign the permission set that you have created in step 4 to the users that you want to interact with the agent. For more information about assigning permission sets, see the Salesforce Help.
6 Give users access to the Customer Success agent that you created in step 3 by creating a custom permission set specific to agent access. For more information, see the Salesforce Help.
7 Activate your Certinia Customer Success Agent you created in step 3. For more information, see the Salesforce Help.

Checking for an Existing Variable

The Certinia Customer Success agent can offer users the account from the record page they have open, so that they confirm the account instead of typing its name. This behavior relies on page-context variables that the agent reads from the record page the user is viewing. These variables are defined on the agent template, but template variables aren't copied to the agents that you create from the template. As an administrator, check your agent for these variables and add any that are missing.

  1. Open your agent in Salesforce Agent Builder.
  2. For each variable in the following table, check whether the variable already exists on your agent. If the variable exists, you don't need to change it.
  3. If the variable doesn't exist, add a custom variable using the values in the following table.
Page-Context Variables for the Certinia Customer Success Agent
Variable Data Type Allow Value to Be Set by API Allow LLM to Use Value Description
currentRecordId Text Selected Selected The ID of the record on the user's screen. It might not relate to the user's input. Only use this if the user input mentions words such as 'this', 'current', or 'the record'. If in doubt, don't use it.
currentObjectApiName The API name of the Salesforce object, such as Account or Opportunity, associated with the record the user wants to interact with. Do not use this if the user is already talking about another object in the conversation.
currentAppName Salesforce Application Name.
currentPageType Type of Salesforce Page.
Note:

The currentRecordId and currentObjectApiName variables are required for the agent to offer the account from a record page. The currentAppName and currentPageType variables are included for consistency with the agent template and to support future functionality.