Certinia Unveils the System of Action for Services and Expands Veda AI

Certinia today unveiled the System of Action for services businesses, which understands context, applies judgment, and then acts on trusted data and reasoning.

Certinia's System of Action powers modern services organizations through the following three integrated components:

• Foundational context -- Certinia brings together professional services, customer success, financial management, and CRM data with the unstructured reality of daily work, including calls, threads, and meetings, into one unified source of truth.
• Compounding intelligence, built on more than 90 million projects, 2 billion timecards, 1 billion resources, and 10 million estimates.
• Agentic action, which carries that judgment out exactly when and where it's needed, bringing the right knowledge and reasoning to every action across the services lifecycle.

Strengthening the System of Action is the largest expansion of Certinia's Veda AI suite to date. This includes new agents to autonomously operate the business and accelerate sales and delivery, a doubled library of Veda Intelligent Actions (VIAs) that bring Certinia's services expertise directly into existing workflows; and deployment options that lets companies use the AI in ways that best fit their stack, strategy, and requirements.

Certinia's expanded suite of agentic capabilities introduces a lineup of 14 new Veda agents to accelerate sales and delivery. Each agent turns the unstructured context of daily work into organizational memory, capturing best practices with every project.

New agents include Deal Coach, RFP Responder, Call Summary, Call Coach, SOW Drafter, PMO Quality, Solution Architect, Implementation Plan, and Project Manager.

Certinia has more than doubled the library of Veda Intelligent Actions (VIAs) from 64 to 135. Veda Intelligent Actions are bite-sized, reusable capabilities that bring Certinia's deep domain expertise directly into workflows and business tools.

For customer success, teams get an AI teammate for every account. The new CS Agent summarizes account health, builds business review decks from live data, and surfaces ranked expansion signals, all through conversation.

With Certinia's new AI Your Way features, service firms can use the AI and agentic framework that fits their stack, strategy, and requirements.

Certinia's AI Your Way capabilities enable services organizations to do the following:

• Employ purpose-built agents while standardized on Salesforce Agentforce.
• Use agents and intelligent actions natively within Certinia.
• Deploy agents inside tools and platforms already in use: Veda Intelligent Actions are callable from Slack, Claude, Microsoft Copilot, and other platforms via a headless architecture and Model Context Protocol.

"AI can only move the needle for our customers when it's grounded in real business context and judgment they can trust—a system that understands the business, reasons through it, and acts with little to no margin for error," said DJ Paoni, CEO of Certinia, in a statement. "That's what our System of Action delivers. Only Certinia can combine a trusted, unified data foundation with our breadth of services expertise and deep business reasoning to meet the accuracy standards services businesses require, and it's why our latest agentic capabilities help customers unlock stronger margins, faster time to outcome, and greater customer value."