New Features and Enhancements in Customer Success Cloud February 2024

The following new features have been introduced in the February 2024 release of Customer Success Cloud.

If you are upgrading from a previous version, see Upgrading to Customer Success Cloud February 2024. This provides a summary of the items that have been added for each feature and details of any required upgrade steps.

CS Cloud Advanced Analytics

We have introduced CS Cloud Advanced analytics. To support this new feature, we have created the Customer Success Metric object and Customer Success Metric Account Value object, which store information about metrics and accounts. The fields on the new objects are the foundation of the new Metrics dataset, which is used to supply the data in the new Account Health Score dashboard.

For more information, see:

The new Account Health Score dashboard enables you to view information about all of your account’s health scores, using data derived from the Metrics dataset. The dashboard is designed to be embedded in the Customer Success workspace.

The Account Health Score dashboard enables you to:

  • View the average health score across all accounts.
  • View the average health score trend across a date range.
  • View a run down of each account's health score, sorted by lowest to highest.
  • View relevant details about each metric.
  • Use filters to see the health score and details for individual or multiple accounts, across different date ranges.

For more information, see Account Health Score Dashboard.

You must first create a CS Cloud Core Analytics app before you can create an app using the CS Cloud Advanced Analytics template. For more information, see Setting up CS Cloud Analytics Apps and Creating a CS Cloud Advanced Analytics App.

The administrator user who creates and administers the app must be assigned the CSC - CS Cloud Analytics Setup permission set, as well as the CSC - Analytics Integration User Read Access permission set to give access to your CS Cloud objects, fields, and records. For more information, see Permission Sets and Other Technical Documentation.

Activity Tracker Enhancements

You can now do the following from Activity Tracker:

  • Add playbook tasks
  • Refine results by object

For more information, see Activity Tracker Lightning Component Fields and Using Activity Tracker.

We have also added the new Create Activity action to the following components:

  • CSC Actions: Record Pages
  • CSC Workspace Actions

You can use the new action to create an activity directly from the Customer Success Workspace and any record pages it is added to.

Your administrator can control if this action is shown by selecting or deselecting the relevant checkbox in the properties pane in Lightning App Builder.

For more information, see Customer Success Cloud Lightning Components and Customer Success Cloud Actions Lightning Component Properties.

Playbook Task Board

We have made some enhancements to the Playbook Task Board, now you can use the Options button on a task card to delete or edit a task.

You can use the new properties in the Lightning App Builder to set the size of the Playbook Task Board, and to show swimlanes which display the playbook tasks sorted by their associated playbook's stage.

Now, only overdue cards have a colored red border on them. All other tasks display with a gray border.

For more information, see Using the Playbook Task Board and Playbook Task Board Lightning Component Properties.

Creating Playbook Tasks

We have made various enhancements to further support standalone playbook tasks and ensure consistency with their associated account.

Now, during playbook task creation when you select a playbook to associate with the playbook task, the Account field is automatically populated with the account associated with the selected playbook. Similarly, when you associate a success plan with the playbook task, the Account field is automatically populated with the account associated with the selected success plan. The playbook task can only be associated with one parent record in addition to the account. The associated playbook or success plan must be associated with the same account as the playbook task. When you create a task from the Actions panel on a playbook, success plan, or account record page, the relevant field now automatically populates with the record you are creating the playbook task from. The playbook task's start and end date must be within the associated playbook's date range, ensuring that all playbook tasks are created within the date expectations of your playbook. For more information, see Creating a Playbook Task.

The Account field has been added to the Playbook Task record page.

You can also now view all tasks with no associated account, success plan, or playbook from the Tasks Without a Parent Record list view, enabling you to easily see a list of all standalone tasks.

Now, when you create a playbook from a playbook template, any tasks copied from the template are associated with the same account as the playbook. Similarly, when you create a success plan from a success plan template, playbooks and playbook tasks copied from the template success plan are associated with the same account as the success plan.
Also, during playbook creation, when you select a parent success plan to associate with the playbook, the Account field automatically updates with the account associated with the success plan. When creating a playbook from a playbook template, any tasks copied over from the template are associated with the same account as the new playbook. This ensures that your child records are associated with the same account as the parent record.
You can also now update a playbook task's associated playbook directly from the playbook task record page, giving you more flexibility on where you're able to make adjustments to your records. For more information, see Creating a Playbookand Creating a Success Plan.

Now, in the Playbook Task Portfolio Grid, the Account field shows the account associated with the playbook task, rather than the playbook. Also, when selecting a playbook to associate with the playbook task, if the account associated with the playbook is different from the account currently associated with the task, then the Account field updates to the account associated with the selected playbook. For more information, see Using the Playbook Task Portfolio Grid.

Also, in the Filters panel on Activity Tracker, the Account field now returns results based on the account associated with the playbook task, rather than the playbook. This enables you to filter tasks without parent records that are still associated with an account.

The Playbook Task Portfolio Grid and Playbook Task Manager now support lookup fields. For more information see Playbook Task Portfolio Grid Lightning Component Properties and Playbook Task Manager Lightning Component Properties.

In addition, the Task Management Standard Columns field set has been updated to include the Account field. For more information, see Permission Sets and Other Technical Documentation.

Success Tracker Enhancements

Success Tracker is now supported across all record pages.

When placed on a record page, and the record you're viewing is directly associated with a success plan, Success Tracker displays any of the success plans, objectives, playbooks, and playbook tasks associated with the record you're currently viewing in the hierarchy the success plan follows. For example, if you use Success Tracker from an objective record page, the objectives associated success plan will display above it in the tracker hierarchy, along with any playbooks or playbook tasks associated with the objective you are using the tracker from.

When placed on the Account record page, any playbooks and playbook tasks associated directly with the account also display, as well as any success plans associated with the account.

For more information, see Customer Success Cloud Lightning Components.

The following Success Plan fields have been added to the Record Details panel on Success Tracker:

  • Account
  • Next Business Review

These fields are only available when viewing the record details for a success plan. You can click the account link to view the account record page.

We have updated the way that the progress percentage is determined for playbooks. Now, any playbooks with no associated tasks display as 0% complete in the Progress column of Success Tracker. This helps you to recognize that your playbook requires some tasks to be able to make any progress.

Now when you create a new record using the creation windows, Success Tracker automatically updates to include the new record information. This means that you are always viewing the most up-to-date data without needing to refresh the tracker.

For more information, see Success Tracker Lightning Component Fields.

When you create a success plan from a template, the account details are inherited by any associated records, and their related records.

Now, when an account is updated on a record that has associated child records, the child records' associated account updates to match the parent record. For example, when the account is updated on a playbook record, all of the playbook tasks associated with that playbook update to be associated with the same account. This ensures consistency across records. In addition, when the parent record associated with a playbook task is updated, if the new record's associated account is different from the playbook tasks associated account, the playbook task Account field is updated.

For more information, see Creating a Success Plan.

We have added the following fields to the CS Cloud Process Settings custom setting:

  • Bypass Playbook Trigger
  • Bypass Playbook Task Trigger
  • Bypass Success Plan Trigger

These custom setting fields enable administrators to bypass the triggers described above at parent level. You can bypass multiple triggers to control which records are affected. These triggers are enabled by default. For more information, see Managing Custom Settings from Setup.

Deprecated Items

Following its deprecation in Winter 2024, the DEPRECATED: CSC Success Tracker has now been removed from the package.

Custom Settings

To ensure consistency within the product, Customer Success Cloud custom settings now all have the prefix CS Cloud. For more information, see Managing Custom Settings from Setup.

We have added the new CS Cloud Account Settings custom setting and the Account Grid Field Set custom setting field. This custom setting and field is to support functionality coming in a future release.

Fixes

Fixes are listed on the Known Issues page of the Certinia Community. You can access this page from the Community Support Hub. For a brief description of the issues that have been fixed in this version of Customer Success Cloud, see the relevant section of the Known Issues page.