Certinia’s Summer ‘25 release fuses advanced AI with customer success and professional services Ops

Certinia, the top choice for Salesforce-native PSA and financial management cloud solutions, is unveiling its Summer ‘25 release, which emphasizes advanced AI, enhanced visibility, and streamlined operations across professional services and customer success (CS) teams.

Central to the Summer ‘25 release is utilizing the power of intelligent automation and AI to drive smarter, faster operations. As part of this effort, Certinia is debuting two new agents: the Certinia Staffing Agent and the Certinia Customer Success Agent.

The new Certinia Staffing Agent addresses challenges associated with staffing issues, including the time it takes to staff projects and other project delays. The agent alleviates the bottlenecks of various complex workflows through a natural language interface, enabling users to ask the agent to find a resource, match a resource to work, or split/swap an assignment. From there, the agent determines the most suitable option based on the required capacity and skills, accelerating staffing changes from hours to as little as minutes, according to the company.

With the Certinia Customer Success Agent, CS teams can more quickly serve their accounts with comprehensive account summaries, recommended next steps, and auto-generated customer communications. This ultimately allows CS teams to focus their attention on more high-value customer interactions, enhancing the customer experience overall.

Outside of its agentic innovations, Certinia now offers:

• AI-generated success plans tailored to sales opportunities and identified business challenges, ensuring seamless alignment and a unified approach from sales through services and success teams on a single platform
• AI-powered summaries for projects, deliverables, financials, staffing, and RAID, accompanied by suggested actions
• Intelligent automation for staffing projects, including the ability to automatically hold or assign a resource request, reducing time-to-staff and empowering teams to act faster and more confidently in resource allocation

Regarding visibility and control, the Summer ‘25 release highlights the importance of clearer, more actionable insights. Now, Certinia delivers:

• Enhanced Objective KPI Tracking Dashboards and Value Tracker, offering real-time, visual highlights of account progress, capable of being integrated with the Account Health Score or customer community portals
• Comprehensive Estimate Control, designed to accelerate deal closure by allowing users to modify entire estimates at once, applying discounts and setting billing schedules at the estimates level

Certinia’s Summer ‘25 release also emphasizes the importance of streamlining operations for optimized efficiency and scalable growth. New capabilities include:

• Intelligent Pooled Resource Management: Enhance resource management and CS pooling via automatic allocation of CSMs from a pool during playbook creation, as well as expanded time tracking.
• Build budgets and plans faster: Develop business strategies that are more closely aligned with financial modeling and planning—with trusted data, all within a single system.
• Ensure Services Credits are fully funded before use: PSA and Accounting teams benefit from greater visibility into payment status of Services Credits, ensuring that the work has been funded prior to project creation and delivery of services.
• Tax simplification: Automatically calculate tax on document creation, reducing the number of processes necessary for document posting.
• Improve efficiency for backorder processes: Establish greater control over backorder processes with the ability to remove a warehouse from the backorder fulfillment process. Quote more effectively with support for picklist values within the quoting grid.

To learn more about Certinia’s Summer ‘25 release, please visit https://certinia.com/.