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 a permission set specific to the Customer Success agent with the permissions described in Permissions for Certinia Customer Success Agent.
4 Open the Certinia Customer Success Agent in setup, and give your users access to it. Accessing and Activating the Certinia Customer Success Agent
5 Assign the permission set that you have created in step 3 to the users who need to interact with the agent. For more information about assigning permission sets, see the Salesforce Help.
6 Activate the Certinia Customer Success Agent. The agent is not displayed in the workspace until you activate it. For more information, see Accessing and Activating the Certinia Customer Success Agent.

Page-Context Variables

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. The agent is configured with these variables.

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 to support future functionality.