By Raju Malhotra.
Change is constant in the world of service delivery. Inevitably, projects will get delayed, scope will creep, and people will unexpectedly need time off.
For resource managers and customer success managers (CSMs), these daily scrambles are a constant source of friction that are time-consuming and pull focus from more strategic work in service of their customers.
What if you could handle these changes not only faster, but smarter? What if your team had an intelligent partner to manage the reactive work, so they could focus on delivering value?
With its Summer ‘25 release, Certinia has announced its first two AI agents built on Salesforce’s Agentforce platform available for early adopters: the Certinia Staffing Agent and the Certinia Customer Success (CS) Agent.
Certinia Staffing Agent: From Hours of Firefighting to Minutes of Flow
A resource manager’s day can be derailed in an instant. Imagine you get a message: a key consultant has called in sick and will be out for two weeks, maybe longer. Their billable work must be reallocated immediately to prevent a domino effect of project delays.
Typically, this kicks off a frantic, manual process of searching for the resource’s assignments, and then trying to find a qualified replacement—a complex workflow that could take hours.
With our new Staffing Agent, you simply start a conversation.
Natively within Professional Services (PS) Cloud, you can ask the agent to find all billable assignments for the unavailable team member. From there, you can select an assignment and ask the agent to find a match. The intelligent staffing engine evaluates multiple options in real-time, presenting you with a shortlist of suitable alternatives who have the required skills and capacity. You make a decision, and the agent handles the reallocation.
Now, what used to take hours can now be resolved in just minutes.
This is Certinia’s first agent-based solution for resource management, designed to assist users directly within their PS Cloud business processes. By handling last-minute changes with this speed, you can keep projects on track and ensure customers get what they need, when they need it. For the business, it means you can scale resource management without adding headcount.
Certinia Customer Success Agent: Scale Your Coverage, Not Your Workload
Customer Success Managers (CSMs) are under constant pressure to cover more accounts with less time, especially in pooled or scaled models.
Imagine a customer submits a case for training support, which automatically assigns a CSM from the pool who has no prior context on the account. Typically, that CSM would need to spend valuable time manually digging through account history, case notes, and playbook tasks just to get up to speed.
With our new Customer Success Agent, that entire preparation process is handled with a single prompt. The agent chains together a series of actions: it summarizes the account and the case, drafts an introductory email to the customer, and creates and updates all the necessary tasks in the playbook. When the work is done, another prompt tells the agent to handle all the closing administrative tasks, from sending the final communication to storing a summary of the work performed.
This is a practical way to help CSMs work smarter, not harder. It automates the administrative work so they can get up to speed in seconds and focus on what matters: engaging with the customer and delivering value.
The Future is Agentic
When we joined the Salesforce Agentforce Partner Network as an inaugural launch partner, we committed to bringing the power of autonomous agents to the services industry. Our team is relentlessly innovating and experimenting with over 50 potential new AI agents to build into our Professional Services Automation (PSA) software. We remain dedicated to embedding practical, powerful AI across the entire services value chain.
But building powerful agents is only half the story. To fully transform service delivery, those agents must communicate seamlessly across every system. That’s why we are also proud to be named a Salesforce Agentforce Model Context Protocol (MCP) Partner.
Our Staffing and CS Agents are the first results of these commitments. By automating routine work and providing intelligent support, we’re empowering your people to focus on what they do best: building relationships and delivering exceptional customer value with certainty.
Agentic AI will reshape how services are delivered, decisions are made, and customer value is realized. But success won’t come from the deployment of AI alone; it also requires a unified data foundation that provides a single, trusted view of the customer, from which AI can analyze data, predict future patterns, and recommend the next best action.
As the only PSA suite built natively on Salesforce, only Certinia can provide the single source of truth, security, and scalability required to deploy AI across the services value chain with confidence and precision. The launch of our first two AI agents marks a new era for the industry and for Certinia, and we are grateful for your partnership as we build this future together.As a reminder, our new Staffing Agent and Customer Success Agent are currently available to early adopters.
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Raju Malhotra is Chief Product and Technology Officer at Certinia. His focus is to shape the company’s product vision, drive the technology roadmap, and ensure exceptional user experiences across the vast customer base. Read his blog here on the Summer 2025 Release and what it will deliver to the market.
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