Salesforce ecosystem
Five Clouds.One conversation layer.
Certainly connects to every major Salesforce Cloud through official APIs. Your AI agent reads, writes, and acts across your entire ecosystem.
Commerce Cloud (SFCC)
B2C & B2B Commerce
Your AI agent connects directly to Salesforce Commerce Cloud to browse product catalogues, check real-time inventory, retrieve order history, and serve personalised product recommendations via Einstein. Customers get instant, accurate answers without waiting for a human.
Marketing Cloud (SFMC)
Engagement & Journey Builder
Certainly feeds conversation data and customer preferences into Marketing Cloud, triggering personalised journeys, updating contact profiles, and ensuring your email and SMS campaigns reflect what customers actually said, not just what they clicked.
Service Cloud
Cases, Knowledge & Live Agent
When a conversation needs a human, Certainly creates or updates Service Cloud cases with the full transcript, AI-generated summary, and pre-filled fields. Your agents never start cold. Knowledge articles are surfaced automatically during AI conversations.
Sales Cloud
Leads, Contacts & Opportunities
Conversations that signal buying intent automatically create or update leads and opportunities in Sales Cloud. Your sales team gets warm leads with context, not just a name and email.
Data Cloud
Unified customer profiles
Every conversation Certainly handles enriches your Data Cloud profiles with behavioural signals, preferences, and intent data. This feeds back into every other Salesforce Cloud for smarter personalisation everywhere.
Handover, both ways
Escalate to a human.Then take control back.
The AI agent decides when a human is needed. It opens a Salesforce Case or routes to a live agent in Service Cloud, passes the full context, and resumes ownership the moment the human is done.
Certainly AI agent
Resolves most cases end-to-end. Detects intent, sentiment, and policy edge cases.
Two ways to hand over
Live chat handover
Routes to a Service Cloud agent in real time, keeps the same conversation window.
Case or ticket handover
Creates a Salesforce Case with full transcript and routes by queue, priority, or SLA.
Human agent in Salesforce
Works inside Service Cloud with full history, customer record, and AI summary already attached.
Then control returns to the AI agent for follow-ups, confirmations, and the next request.
Custom fields, not just notes
Pass structured data into Salesforce Case and Ticket fields.
Map any value the AI captured during the conversation, order number, refund reason, sentiment score, intent, language, into the exact custom Case or Ticket fields your team already uses. No copy-paste, no lost context.
- Standard and custom fields on Case, Lead, Contact, or Opportunity
- Picklist values mapped from AI-extracted intents
- Transcript, summary, and sentiment attached automatically
Case · #00104782Intent
CustomRefund · damaged item
Order #
CustomGAN-2026-58213
Sentiment
CustomNegative · 0.82
Language
Danish (da-DK)
AI summary
Customer received damaged jacket. Wants replacement, same size.
How it works
Connect in days.Not quarters.
Authenticate
Connect your Salesforce org via OAuth 2.0. Certainly requests only the scopes your use case needs.
Configure
Map your product catalogues, case fields, marketing journeys, and data objects. Our team handles the complexity.
Go live
Your AI agent starts resolving queries, recommending products, and feeding data back into Salesforce. Across every channel.
Authenticate
Connect your Salesforce org via OAuth 2.0. Certainly requests only the scopes your use case needs.
Configure
Map your product catalogues, case fields, marketing journeys, and data objects. Our team handles the complexity.
Go live
Your AI agent starts resolving queries, recommending products, and feeding data back into Salesforce. Across every channel.
Customer spotlight
×CertainlyGANNI: AI-powered shopping assistance on Commerce Cloud.
GANNI, the Copenhagen-based fashion brand, uses Certainly's AI agent connected to their Salesforce Commerce Cloud storefront. The agent helps shoppers find the right products, answers sizing and material questions, and provides real-time availability, all powered by live data from GANNI's SFCC product catalogue.
Full case study coming soon.
Commerce Cloud integration
AI agent connected to GANNI's SFCC product catalogue for real-time recommendations, sizing guidance, and stock checks.
Multi-market deployment
Supporting GANNI's global customer base across multiple languages and regional storefronts.
Product discovery
Conversational product search that understands natural language queries and returns relevant results from the SFCC catalogue.
Pre-purchase assistance
Guiding shoppers through sizing, materials, and styling questions to reduce returns and increase confidence.
5
Salesforce Clouds
One agent, full ecosystem
Weeks
To go live
Most implementations
OAuth 2.0
Authentication
Secure, scoped access
GDPR
Compliant
Enterprise-grade security
Why us
Salesforce expertise,built in.
Many tools connect to Salesforce. Few understand the ecosystem deeply enough to make it sing. Certainly's team brings deep Salesforce integration experience to every deployment.
Any LLM, your choice
Einstein Bots run on Salesforce's models. Certainly lets you bring GPT, Gemini, Claude, or your own fine-tuned model. Optimise for accuracy, cost, or speed depending on the use case.
Cross-cloud intelligence
Most integrations touch one Cloud. Certainly orchestrates across Commerce, Marketing, Service, Sales, and Data Cloud in a single conversation. The AI agent sees the full picture.
Every channel, one agent
Web chat, WhatsApp, Instagram, email, SMS. Your Salesforce-connected AI agent works across all of them. No per-channel configuration. Deploy once, resolve everywhere.
Questions