Key takeaways
- Certinia launched Veda, its AI operations engine for professional services, in April 2026.
- Named capabilities include a Reallocation Agent, Project Summary and Business Review Summary, plus a Project Assistant agent from the Winter 2026 release.
- Certinia’s first agents in 2025 were built on Salesforce’s Agentforce platform.
- AI value depends on clean resource, project and customer data, so prepare those first.
Why AI matters for services operations
Resource managers, project managers and customer success teams spend a lot of time gathering information: who is available, which projects are at risk, what changed on an account. These are the tasks AI agents handle well, because the data already sits in Certinia and Salesforce.
How Certinia’s AI has developed
- Summer 2025: Certinia released its first AI agents, focused on staffing and customer success and built on Salesforce’s Agentforce platform.
- Winter 2026 release: added a Project Assistant agent that proactively flags issues such as missing timecards, overdue items and milestones nearing critical status. It also added AI-generated customer account summaries and dynamic playbooks in Customer Success.
- April 2026: Certinia launched Veda, described as an enterprise-grade intelligent operations engine for services firms.
What Veda includes
| Capability | What it does | Who benefits |
|---|---|---|
| Reallocation Agent | When someone must leave a project, finds their assignments, identifies best-match replacements and proposes them to resource managers | Resource managers |
| Project Summary | Generates a concise digest of a project’s financials, risks, staffing, schedule and deliverables | Project managers and delivery leaders |
| Business Review Summary | Pulls account, opportunity, activity and playbook data into a structured business review narrative | Customer success managers |
| Natural-language requests | Routes user requests to the right specialist agent, inside Certinia and in Slack and Microsoft Teams | All services teams |
Certinia also states that Veda automates staffing analysis, bench matching, success planning and activity summaries, and surfaces renewal risks and expansion signals. According to coverage of the launch, a Veda subscription gives access to Certinia’s AI suite, priced with per-user fees and usage-based scaling. Certinia has published capacity and revenue benefit claims; treat these as vendor estimates and test them in your own environment.
Practical use cases
- Weekly project reviews: start meetings from AI-generated project summaries instead of manual status reports.
- Staffing changes: when a consultant becomes unavailable, get replacement options in minutes rather than hours of searching.
- Timecard compliance: let the Project Assistant flag missing or late timecards before billing runs.
- Quarterly business reviews: draft customer review narratives from account and project data, then refine them.
Prepare your data first
AI agents can only reason over the data they can see. Before you enable them, check:
- Resource data: roles, skills, locations and availability are current.
- Project data: budgets, milestones and forecasts are maintained weekly.
- Timecards: submitted and approved on time.
- Customer data: health scores, success plans and activities are recorded consistently.
- Permissions: agents respect the same access rules as users, so review sharing settings.
Certinia AI and Salesforce Agentforce
Because Certinia runs natively on Salesforce, its AI sits on the same platform as Salesforce’s own AI tools. If you also use Salesforce Agentforce for sales or service, plan one AI governance approach covering permissions, data use and human review across both.
How to start
- Choose one pain point, such as reallocation or project reporting.
- Clean the related data and confirm process ownership.
- Pilot with a small group of managers and review outputs for accuracy.
- Measure time saved and decision quality, then expand.
Our Certinia services team can help you prepare data and processes, and our implementation services cover configuration of PSA and Customer Success features. Check licensing and availability of specific AI features with Certinia, as these change between releases.
Frequently asked questions
What is Certinia Veda?
Veda is Certinia’s AI operations engine for professional services, launched in April 2026. It includes agents and generative features for resource management, project delivery and customer success.
Is Veda included in standard Certinia licences?
According to launch coverage, Veda is sold as a subscription with per-user fees and usage-based scaling. Confirm current licensing with Certinia.
Does Certinia AI work in Slack and Microsoft Teams?
Certinia states that Veda works inside Certinia and in Slack and Microsoft Teams.
What should we do before enabling Certinia AI?
Clean resource, project, timecard and customer data, review permissions, and start with a small pilot on one use case.
Getting ready for Certinia AI?
We can help you prepare your Certinia data and processes and pilot AI features with your team.
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