Salesforce & Certinia
Key Improvements
40% less time per request — most requests now close within 24 hours
Self-service intake — requesters get a predictable path from ticket to resolution, no manual triage
Consistent, rules-based provisioning — Certinia permissions follow the same rules every time, with no manual judgment calls
Diabsolut’s partnership with this Global Safety Company continues, serving as a trusted advisor helping prioritize roadmap initiatives and drive continuous improvement. This engagement extends that ongoing work into identity and access management — bringing Access Hub, the company’s centralized platform for provisioning and securing user access, into Certinia PSA alongside Salesforce and every other connected system.
The Challenge
While Access Hub natively handled Salesforce access provisioning, it did not extend to Certinia PSA, leaving a critical gap in the access control model. Without this integration, IT teams were forced to rely on manual processes to manage Certinia permissions and resource records separately, introducing the risk of human error, inconsistency, and security vulnerabilities.
Pain Points
- No centralized access control for Certinia PSA: permissions and resource records were managed manually, outside of the Access Hub workflow, creating inconsistency across systems
- Manual onboarding and offboarding processes in Certinia: created bottlenecks and introduced the risk of incomplete or incorrect access provisioning when employees or contractors joined or left
- Security risk from human error: the manual process for assigning Certinia permissions was a single point of failure, leading to potential under- or over-provisioned access
- Unable to extend best practice security standards into Certinia PSA out of the box: limiting the reach of the enterprise security model beyond native Salesforce
Requirements
- The ability to extend Salesforce permissions into Certinia PSA, including the automated creation of Certinia Permission Control records upon user provisioning
- The ability to extend Access Hub user setup and updates to the Certinia Resource record within the Contact object, ensuring alignment between identity management and PSA resource data
- The ability to maintain permission and resource record alignment in Certinia when users are created, updated, or removed through Access Hub
The Solution
By building Salesforce-native automation to bridge Access Hub and Certinia PSA, Diabsolut eliminated the manual intervention that had previously been required to manage Certinia permissions and resource records. Users provisioned through Access Hub now have their Certinia Permission Control records and Resource records created, updated, and removed automatically as part of the same centralized workflow, bringing Certinia into the same enterprise security model as every other connected system.
The Results
Access Hub now extends the same governed automation from Salesforce to Certinia PSA — closing a ticket-heavy gap and setting up room for AI-assisted access governance as Agentforce evolves.
Productivity & Automation
- Faster turnaround: manual tickets and hands-on configuration once meant only 75% of requests closed within the 5-day SLA. Turnaround now targets 2–3 days, with most closing in 24 hours
- Standardized intake: self-service requests through Access Hub replaced manual tickets, giving requesters a predictable path to fulfillment
- Increased output: fewer recurring tickets tied to access errors and onboarding delays free the team for higher-value work
- Improved accuracy: standardized automation replaced manual guesswork, so provisioning outcomes are consistent every time
Scalability & Risk Management
- System scalability: existing role-based access gave Diabsolut a foundation to automate without adding complexity
- Compliance improvement: a governed workflow replaced ad-hoc provisioning, cutting the risk of misconfigured permissions reaching production