New Features and Enhancements in Customer Success Cloud June 2024

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

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

Customer Health Score

We have added the new Configure Health Scores window, which provides you with a simpler way to configure health scores. You can use the window to create new metric records for a segment, directly from the relevant CS Cloud Analytics setup record. You can use the new Configure Health Scores quick action on the record page to open the window, and complete the steps to define your new segment metrics that can replace the existing ones. In addition, validation rules have been added throughout to ensure that you enter the correct values to calculate health scores accurately. For more information, see Health Scores Overview and Configuring Segment Metrics.

To support this functionality, the Metric Type field in the Customer Success Metric object is now a required field. We have also updated the Weightings field in the Customer Success Segment Metric object. Now it supports values with 2 decimal places, up to a maximum value of 99.99. For more information, see Customer Success Metric Fields.

Additionally, following their deprecation in the Customer Success Cloud May 2024 release, we have now removed the following fields from the Customer Success Metric object:

• DEPRECATED: Lower Threshold
• DEPRECATED: Upper Threshold
• DEPRECATED: Weighting

For more information, see Deprecated Elements.

Customer Success Enhancements

You can now right-click a link in any of the features to view the standard right click options. This enables you to easily open a record in a new tab without having to navigate away from the feature you are using.

Enhanced Filtering

We have made enhancements to the filtering functionality available on the following features on the Customer Success Management Workspace:

• Account Grid
• Playbook Task Board
• Playbook Task Portfolio Grid
• Playbook Task Portfolio Calendar
• Success Tracker

Filter sets are only supported on Success Tracker when accessing it from an app page, such as the Customer Success Management Workspace.

When using filter sets to streamline filtering, you can now click to see filter set settings with options to manage your own filter sets, and any that you have sharing access to.

You can use the new Edit button to open the Edit Filter Set window and update the following information:

• The name of the filter set
• If this filter set is the default one applied
• If the filter set is available to only you or to those with sharing access

Filter sets are stored separately for each feature, and are not shared. This enables you to define and apply custom filter sets for each feature on the workspace independently. You can also click the new Delete button to delete a filter set. You can use the new Set as Default button to set a filter set as the default one selected and, similarly, you can click Remove Default if you do not want the filter set to be the default one selected. For more information, see Managing Filter Sets.

To support the filter set functionality, filters applied in the Playbook Task Portfolio Grid are no longer displayed in the Playbook Task Portfolio Calendar, and vice versa. This enables you to create and apply filter sets that are most appropriate for each component individually.

Enhancing Activity Tracker

We have made the following enhancements to Activity Tracker.

New Field Set

We have added a new field set, Edit CS Activity Fields, which you can use to define optional fields in the Edit CS Activity window. For more information, see CS Activity Field Sets.

Displaying Additional Objects in Activity Tracker

You can now view activity history for additional specific objects in Activity Tracker. Previously, it was only possible to view activity history of the following default objects: Account, Objective, Opportunity, Playbook, Playbook Task, and Success Plan.

If your administrator has set up additional objects to display in Activity Tracker, you can view their activity history after selecting the following in the Filters panel:

1. The Include Activities from Tracked Objects and Fields checkbox
2. The checkboxes of the objects that your want to view

To support this, we have added the new Additional Objects Filter Options field to the properties pane of the Lightning App Builder for the Activity Tracker component. Using this field, the administrator can easily specify any additional objects to display in Activity Tracker.

For more information, see:

• Using Activity Tracker
• Setting up Additional Objects in Activity Tracker

Enhancing Success Tracker

To provide a consistent user experience in Success Tracker, we have enhanced and standardized the layout of the Record Details panel for:

• Objectives
• Playbooks
• Playbook Tasks
• Success Plans

The new collapsible sections of the Record Details panel now enable you to easily show and hide the record details, progress, notes, and related items you want. For more information, see Using Success Tracker.

Team Management

We have added a Team Management tab to the Team object, which enables you to manage the resources that are added to teams as members. This provides you with an easier and more efficient way to create groups of resources that can be assigned to multiple playbooks in your org.

The tab's Team Members table displays the details of resources already added to the team. The Add Team Members window displays a list of all active CS Cloud resources that are available to add to the team. You can add multiple, additional resources to ensure that all customer success responsibilities are covered by the team's members. You can also remove team members so that they are no longer associated with the team.

For more information, see:

• Team Management Fields
• Adding Team Members
• Add Team Members Fields
• Deleting Team Members

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.