Frequently Asked Questions

Icon Cloud Consulting has been a proud Certinia partner over a decade.

Yes—Icon supports an end-to-end suite of products including CRM, CPQ, Services CPQ, Billing, Professional Services Automation, Accounting, and Revenue Recognition.

Yes, we proudly support global customers and roll-outs. (Our team is global, too.)

We offer standard support hours between 8:00am ET and 5:00pm PT, Monday through Friday. These hours are extended for offshore customers through our global support team.

We use a Hybrid Agile development and implementation methodology and leverage Accelerate, Certinia's best practices framework, as the foundation for every project.

Yes, we specialize in Revenue Cloud Project Recovery, whether you are already live or your project is still underway.

Our team is qualified to implement, troubleshoot, and configure any Salesforce product. We're proud to offer our clients top-of-class CRM, CPQ and Revenue Cloud solutions.

Absolutely — We go beyond simple implementations and one-off solutions to deliver well-thought-out, deeply connected software systems that empower your business to reach new levels of growth.

Icon is one of a small number of Tier 1 Certinia Premier Implementation Partners in North America, a status built on implementation volume and platform depth. We've completed over 300 Certinia and Salesforce implementations since 2012, our team includes former Certinia staff, and we won the 2022 Certinia Innovation Partner of the Year award. We only work on Certinia and Salesforce. Generalist firms that treat these products as one line item in a broader portfolio don't match that depth.

Every implementation comes with a 60-day service warranty. If any part of the delivered solution doesn't work as designed within 60 days of go-live, we fix it at no extra charge. We also run Certinia and Salesforce ourselves internally, so every consultant has a personal stake in what gets built.

Icon1, our pre-configured Certinia PSA package, is production-ready in 2 weeks. Standard custom implementations, where scope is larger or data migration is more complex, typically run 12 to 20 weeks.

Yes. We serve clients in the United States, Canada, and the United Kingdom, and support global rollouts across multiple geographies. Standard support hours run 8:00 AM ET to 5:00 PM PT, Monday through Friday, with extended hours for offshore customers through our global support team.

Our clients are services-based businesses running or adopting Certinia and Salesforce as their core operating platform: professional services consulting firms, managed service providers, SaaS companies with a professional services arm, technology firms with complex billing and revenue recognition needs, and nonprofits managing project-based grant funding. Client size ranges from mid-market firms with 50 to 500 employees up to larger enterprises expanding internationally.

Icon1 goes live in 2 weeks, not 12. We built it specifically for teams that can't take on a long implementation project on top of everything else.

That's usually a configuration problem or a training problem, not a product problem. Tell us what broke last time. We've probably seen it before.

Yes. We hand over configuration workbooks and process documentation that explain why every decision was made, not just what was configured. You maintain and evolve the system yourself instead of inheriting a black box.

Compare it to six months of Finance cleaning up billing errors, or the margin you're losing because you can't see it by project. Icon1 is built to make that math easy.

Growth-stage consulting and professional services firms with 50 to 250 billable people, usually 5 to 10 years old and at the point where their systems need to catch up with their headcount. A SaaS-specific version covers Series B/C companies with 15 to 50 people in professional services.

Veda is Certinia's enterprise AI operations engine, launched in April 2026 and built on Salesforce Agentforce. It runs specialist agents across estimation, staffing, delivery, and finance, trained on more than 90 million projects and 2 billion timecards. Every output is deterministic, rules-bound, and auditable, not a generic chatbot bolted onto your CRM.

Yes. We completed Certinia's inaugural AI Partner Enablement Program and hold an Official AI Implementation Certification, with 13.5+ hours of hands-on technical training. Icon was one of only two Certinia partners in the Veda pre-release rollout, and we run it live in our own business today.

It predicts demand, risk, and margin before a deal closes. It can cut time-to-staff by up to 30% by handling staffing requests at scale. And it connects time-tracking directly to the ledger, which cuts unbilled time by up to 30%.

Yes. We built our own agent that reviews timecard notes and catches gaps before they become rejected invoices or lost billable hours, and we use AI-assisted development to ship custom Salesforce applications faster. We can design the same kind of agent for your business.

It's a structured benchmark of your Certinia PSA deployment against industry best practices, built to move your organization from ad hoc Level 1 processes to controlled, optimized Level 3+ operations, rather than just chasing the next feature release.

Industry benchmarks from SPI show what happens when a services organization moves from Maturity Level 2 to Level 3: gross margin improves by 12.7 points (24.1% to 36.8%), billable utilization rises by 9.1 points (61.3% to 70.4%), and win rate climbs by 3.7 points (44.7% to 48.4%).

Five: Skills Management Maturity (1 day), Resource Management Maturity (1-2 days), Time Management Maturity (2 days), Foundational Project Management Maturity (2 days), and Advanced Project Management Maturity (3 days). Each one is hands-on and scoped to one process area at a time.

Yes. We offer five free self-assessment quizzes, each a 15 to 20 minute questionnaire covering Resource Management, Skills Management, Time Management, Project Management, or Selling Services. You get a full analysis document back: maturity scores across five levels, what's already working, what's blocking you, and a sequenced action plan. No charge.