New Features and Enhancements in Customer Success Cloud May 2024

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

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

Customer Success Enhancements

We have enhanced the features on the Playbook Task Manager Task Board view so that they are in line with the functionality on the Playbook Task Board, enabling you to have a consistent experience across both Customer Success task boards. The toolbar provides you with all of the same functionality, but has been arranged in an order to best facilitate your experience on the board. Now, when you collapse columns on the Playbook Task Board and Playbook Task Manager Task Board view, your selections display as you left them when you access them again or refresh the boards.

The Create Playbook Task window that appears across Customer Success Cloud features when you click Add Task has been updated. This provides you with a consistent experience when creating tasks from features or from the Actions panels.

This update means that you can now only add playbook tasks using the Add Task button on the Playbook Task Manager Scheduler and Task Board views, and on both the Playbook Task Portfolio Calendar and Playbook Task Team Calendar. This streamlines and simplifies your experience across features.

Now, the Task Manager Task Board view displays color coded task cards providing you with a visual overview of their completion status. The task date displays as a red badge when the task is overdue, all other tasks display as gray. You can hover over the task to view details about time before end date, or time passed since end date. A column for any tasks without a status now displays in the Playbook Task Manager Task Board view for tasks with a status of –None–. The Add has been removed from the bottom of the columns in the Playbook Manager Task Board view, instead we recommended using the Add in the toolbar to add a task.

The None column on the Playbook Task Board has been moved to be the furthest left column.

The toolbar buttons on the Playbook Task Manager, Playbook Task Board, Playbook Task Portfolio Grid, Playbook Task Portfolio Calendar, and Playbook Task Team Calendar have been reordered to enable a clearer and efficient experience. You can now also hover over tasks in the calendars to view information about a tasks associated account, the duration of the task, any assigned resources, and its start and end date.

In addition, to help you manage your objectives, playbooks, and success plans more easily, we have added validation rules to:

  • The Objective object. The rules validate that:
    • The objective owner is an active resource
    • The objective's Template field matches the Template field of its associated success plan
  • The Playbook object. The rules validate that:
    • The account associated with the playbook is the same as either the account for the parent success plan or the related objective
    • The playbook's Template field matches the Template field of either the parent success plan or the related objective
  • The Success Plan object. The rule validates that the success plan owner is an active resource.

Finally, we have updated the Customer Success Cloud permission sets. If you are already using Customer Success Cloud, you must assign the correct permissions to the relevant users so that they can create objectives, playbooks, and success plans from templates. For more information, see Upgrading to Customer Success Cloud May 2024.

For more information, see:

Allocating Resources

We have created Resourcing, which enables you to view and allocate resources to account, success plan, and playbook records.

The component's Allocated Resources table displays the details of resources that are already allocated to the record. By default, resources that are allocated as owners of success plans or playbooks automatically display in the table so you don't have to add them. You can only allocate single resources to success plans and playbooks, but you can allocate multiple resources to accounts to ensure that all the resources responsible for the Customer Success activities related to the account are associated with it.

You can replace the resources allocated to success plans and playbooks, or allocate more resources to accounts, using the Allocate button. Because you can only allocate a single resource to a success plan or playbook, the newly allocated resource will also automatically become the owner of that record.

You can also remove individual resources from the Allocated Resources table so that they are no longer allocated to the record.

The Allocate Resources window displays a list of all active resources that are available to allocate to records. The listed resources are ranked according to their role, number of accounts, and number of success plans, to optimize your resource selection. You can also:

  • View the resource's time zone to help you allocate resources with similar working hours to your customers.
  • Search for individual resources if you know which resource you want to allocate.
  • Filter by name, role, or time zone to show only the available resources that match your filter criteria.

For more information, see the following:

Enhancing Activity Tracker

Editing CS Activities

You can now also edit CS activities directly from Activity Tracker, without having to navigate to the CS Activities tab. To support this, we have added an Edit CS Activity button to Activity Tracker, which opens the new Edit CS Activity window. To display this button, click Actions Menu next to the activity that you want to edit. Using the Edit CS Activity window, you can edit the following CS activity fields: Account, Summary, Date, Type, Contact, and Notes.

Customer success managers can use the new Edit CS Activity window if the administrator has assigned the Account Layout page layout to the Customer Success Manager profile in the Account object.

For more information, see Editing CS Activities.

Enhanced Contact Details in the Select Contact Window

To help you ensure that you are selecting the correct contact for your CS activity, we have added the Title and Account Name columns to the grid in the Select Contact window. The new columns enable you to quickly confirm the contact's job title and associated account while creating a CS activity via the Actions panel. To open the Select Contact window, enter at least two characters in the Contact field in the Create CS Activity window and click Show All Results for “ ”.

For more information, see:

Enhanced Error Messages

We have enhanced the error message when no activities are displayed in Activity Tracker because no account is selected in the filters panel. To view activities in Activity Tracker, you must first select an account. For more information, seeUsing Activity Tracker

Enhanced Search Results

We have enhanced the user experience when using the search box of Activity Tracker. When you enter a search term, the Activity Tracker sections that contain it expand automatically. This enables you to view search results more easily. For more information, see Using Activity Tracker.

Enhancing Success Tracker

We have made the following enhancements to Success Tracker.

Editing Success Tracker Records

You can now easily edit your objectives, playbooks, playbook tasks, and success plans from Success Tracker. To support this, we have added the following windows that display when you select a Success Tracker record and click the new Edit button in the toolbar:

  • Edit Objective
  • Edit Playbook
  • Edit Playbook Task
  • Edit Success Plan

We have also added new field sets that you can use to define optional fields in the new windows:

  • Edit Objective Fields in the Objective object
  • Edit Playbook Fields in the Playbook object
  • Edit Playbook Task Fields in the Playbook Task object
  • Edit Success Plan Fields in the Success Plan object

For more information, see:

Filtering Objectives and Success Plans

Success Tracker now filters objectives based on the filtering of their parent success plans. If a parent success plan is filtered out in Success Tracker, the related objectives are also filtered out. For more information, see Using Success Tracker.

Customer Success Management Workspace Enhancements

Features on the Workspace

Success Tracker is now available on the Overview subtab on the Customer Success Management Workspace. Your administrator can add it to any additional app pages. When using Success Tracker from the Customer Success Management Workspace or any other app pages it has been added to, the tracker displays records for all accounts. We advise you to use the filter panel to refine the accounts displayed, so that you only see the most relevant information to you. For more information see Customer Success Cloud Lightning Components and Using Success Tracker.

The Playbook Task Board can now be found on the Playbook Task subtab on the Customer Success Management Workspace, rather than in its prior location of the Overview subtab.

Filtering on Account Grid

We have added a Filters panel to Account Grid. You can click Filters to open the Filters panel, and select and apply your filters to refine the results displayed in the grid. You can filter Account Grid by accounts and CS Cloud resources, as well as by any additional fields your administrator has added. Your last selected filter criteria is retained in the grid and when no previous filters have been applied, the CS Cloud Resource field defaults to the current logged in user. To enable you to customize the records displayed in Account Grid to suit your needs, the grid is no longer refined to only show the current logged in user's associated accounts. Instead you can use the Filters panel to refine the grid to your preference. For more information, see Using Account Grid.

Your administrator can define additional fields to display in the Filters panel on Account Grid using the new Additional Filter Panel Fields field set. They can also use the new Account Filter Panel Fields custom setting field on the CS Cloud Filter Settings custom setting to define additional fields. For more information, see Account Field Sets and Managing Custom Settings from Setup.

The Account Grid and Playbook Task Portfolio Lightning App Builder property field to set the size of the grids has had its name updated to Component Height, enabling you to easily identify the purpose of the field. For more information, see Account Grid Lightning Component Properties.

Preference Panel on Playbook Task Board

We have added a Preferences panel to the Playbook Task Board to enable you to have more control over how the task board is configured. For more information, see Using the Playbook Task Board and Playbook Task Board Lightning Component Fields.

To support this, we have renamed the existing Playbook Task Board property field from Show Swimlanes to Show Preferences Panel in the Lightning App Builder. Selecting the checkbox displays the Open preferences panel button in the toolbar. For more information, see Playbook Task Board Lightning Component Properties.

In the Preferences panel, you can use the Group By field to select a playbook field to group by. The options displayed are controlled by the new Playbook Task Board Swimlanes field set. The Playbook Status and Stage fields are included in the field set by default. You can also always group swimlanes by playbook. For more information, see Playbook Field Sets.

To further support the Preferences panel, we have created the new CS Cloud Preference Panel Settings custom setting, which controls the behavior of preference panels in Customer Success Cloud. The custom setting contains the Playbook Task Board Swimlane Fields field. You can use this to define the swimlane options displayed in the preference panel on the Playbook Task Board. For more information, see Managing Custom Settings from Setup.

Customer Health Score

Segmenting Accounts

We have added new objects to support the ability to split your accounts into segments. Segmentation enables you to generate a health score for a group of accounts. This means that you do not have to apply the same metric, thresholds, and weighting to all accounts. One health score per account is still generated, but is now reflective of the metrics, weightings, and thresholds entered on that segment only. You can then choose the most relevant segmented health score to display on the account record.

You can assign a single account to multiple segments. The Metrics recipe now supports the ability to calculate multiple health scores for a single account. This enables you to view multiple health scores for a single account in the Account Health Score dashboard.

The new Account Customer Success Segment object is a junction object that stores the relationship between the Customer Success Segment and Account objects. This object contains the following fields:

  • Account
  • Customer Success Segment
  • End Date
  • Health Score Output 1
  • Start Date

A validation rule has also been added to ensure that the start date must be before the end date.

For more information, see Account Customer Success Segment Fields.

The new Customer Success Segment object represents a group of accounts. This object contains the following fields:

  • Name
  • Owner

For more information, see Customer Success Segment Fields.

The new Customer Success Segment Metric is a junction object that stores the relationship between the Customer Success Segment and Customer Success Metric objects. This object contains the following fields:

  • Customer Success Metric Weighting
  • Customer Success Segment
  • Lower Threshold
  • Upper Threshold
  • Weighting

For more information, see Customer Success Segment Metric Fields.

You can use the following new related lists available on the relevant objects record page to view a list of all of the associated records:

  • Customer Success Metric Account Values
  • Customer Success Metric Weightings
  • Customer Success Segment Weightings
  • Customer Success Segments
  • Customer Success Segment Weightings

The Account Name filter on the Account Health Score dashboard has been replaced with the new Segment Name filter. This enables you to refine the data displayed in the dashboard by the account segment filter relevant to you.

The Metrics dataset has been updated with the new objects. For more information, see CS Cloud Analytics Data Reference .

We have also deprecated the Lower Threshold, Upper Threshold, and Weighting fields in the Customer Success Metric object. These fields are obsolete and will be removed in a future release. Instead of these fields, you can use the respective fields in the Customer Success Segment Metric object.

To support the new Customer Success Cloud segment objects, the object model has been updated. For more information, Permission Sets and Other Technical Documentation.

Account Health Score Dashboard

We have made some enhancements to the Account Health Score dashboard to provide you with more filtering options, additional visual indicators, and an enhanced user interface.

The Account Health Score dashboard now surfaces multiple segments related to a single account. You can see one segment at any time, and use the filters to switch between the segment displayed in the dashboard.

You can now use the Filter button on the Account Health Score dashboard to display the filter options, which enable you to refine the data displayed on the dashboard. You can now filter by accounts, in addition to the existing date range and by segment filters.

We have removed the Trend column from the metric details table. Instead, we have provided a color coded bar for the score in the table. You can hover over the color on each bar to display a tooltip that provides information about the score, including the trend. The color displayed represents health, when a score is less than 50, it displays as red. If it is 50 or more, it displays as green. This can be configured by your CS Cloud Advanced Analytics administrator.

Enhanced Filtering

We have created the Filter Set object, which can be used to store a collection of filters to be used in a given Customer Success Cloud feature's Filters panel. This enables you to quickly apply commonly used filters and save new sets as a collection, streamlining the process and facilitating teamwork amongst the team with shared filters. You can use the new Filter Sets tab to see a list of all of the filter set records you have created, or have sharing access to. For more information, see Filter Set Fields.

You can save custom filter sets on Account Grid from the Filters panel, and see any filter sets you have sharing access to from the new Saved Filters field. This enables you to quickly access and apply filters. You can apply filters, then click Settings | Save As to save a new filter set. You can also select an existing filter set, update the applied filters, and use the Save button to save the changes to an existing filter set. Alternatively, you can update an existing filter set and use the Save As button to create a new filter set, using an existing one as the base. For more information, see Using Account Grid.

We have also added the Playbook Owner field to the Filters panel in the playbook task features Filter panels. This is automatically populated with the current logged in user when there are no filters to apply from local storage. When you click Reset, the field is also populated with the current logged in user. For more information, see Playbook Task Board Lightning Component Fields, Playbook Task Portfolio Grid Lightning Component Fields, and Playbook Task Portfolio Calendar Lightning Component Fields.

Enhancing the Creation Windows

You can now select a record type when creating an objective, a playbook, or a success plan. This can help you gather and organize data in different ways for the same object. By selecting a record type, you can view and populate a specific set of fields that your administrator has assigned to the record type you selected.

If the administrator has created custom record types in your org, you can select a record type when creating:

  • An objective in the Create Objective window or from the Objectives tab
  • A playbook in the Create Playbook window or from the Playbooks tab
  • A success plan in the Create Success Plan window or from the Success Plan tab

For more information, see:

The fields displayed when creating different types of objectives, playbooks, and success plans depend on the selected record type. The same fields are then also displayed when editing a record in Success Tracker as well as in the Objectives, Playbooks, and Success Plans tabs.

For more information, see:

In addition, to help you identify the type of objective, playbook, or success plan record that you are creating, we have enhanced the creation windows as follows:

  • The creation window titles now also display the name of the record type you selected.
  • A Record Type field displays in the creation windows and is automatically populated with the record type you selected. To display this field, the administrator must add it to the necessary page layouts.

Administrators can use this feature to control what record types users can create and what associated fields users can view, edit, and populate when creating objective, playbook, and success plan records. Using custom record types and specific page layouts ensures that a user can only:

  • Create a specific type or types of records, depending on the record types assigned to their profile
  • Populate and edit specific fields of a record, as well as select specific picklist values, depending on the page layout assigned to the record type they are creating
Note:

To start using custom record types and page layouts for the Objective, Playbook, or Success Plan objects, the administrator must perform the necessary setup steps described in Setting up Customer Success Cloud.

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.