Certinia enlisted in Salesforce’s Agentforce partner network. The news follows last week’s debut of Salesforce Agentforce autonomous AI agents, for augmenting employees and handli tasks to help drive efficiency and customer satisfaction.
Certinia is among the first organizations to join the Agentforce partner network of leading tech affiliates, dedicated to extending Agentforce’s value for partner customers. The platform promises to transform how businesses operate by deploying autonomous AI agents alongside employees, moving beyond traditional copilots and chatbots to deliver true autonomous reasoning and decision-making.
Advanced autonomy will allow businesses to scale operations while maintaining high customer interaction and service levels. It combines Salesforce’s core metadata framework in Data Cloud and Einstein, extending Customer 360 to help clients reduce cost, scale workforces and improve customer and employee experience.
Partnering with Salesforce means that Certinia’s customers will be amongst the first to benefit from the productivity boost that Agentforce promises. The agreement is part of an ongoing relationship with Salesforce as an ISV, native to Salesforce’s platform. It will also ensure that Certinia’s customer needs are influencing the direction of Agentforce, from day one.
This partnership also marks a milestone in the AI journey to unlock new possibilities for customer success at scale. In line with Certinia’s broader AI approach, this partnership will support innovation on tangible AI use cases, helping to drive improvements across retention, CSM productivity and customer growth.
Certinia is developing several use cases to help transform the potential of customer success organizations, including a Certinia Customer Success Agent AI-powered assistant for empowering customer success managers to automate complex processes and make more strategic, data-driven decisions.
As customer success manager teams increasingly work in pooled models to support multiple customer accounts, AI-powered agents can help proactively monitor customer health across the account, prioritizing potential risk and suggesting best practice actions.
Certinia’s AI philosophy is designed to meet challenges by focusing on tangible benefits that help increase win rates, reduce project delivery risk and improve customer and employee satisfaction. This approach follows three key principles:
- Deployable: AI must be broadly distributed across the workforce and integrated into business processes, not limited to isolated use cases.
- Actionable: AI should provide insights that drive real business decisions and have a measurable impact.
Closed-loop: AI must be part of a system that continuously learns and improves based on the data it’s fed.
