Upgrading to Customer Success Cloud May 2024

This page describes the changes to make when upgrading to May 2024.

See the Upgrade Steps section under each feature for details of any action required. If you don't want to use or upgrade an optional feature, you can skip the upgrade steps for that feature. To perform upgrade steps in your org, you must be assigned administrator permissions.

See the Included in This Feature section under each feature for details of items such as objects, fields, or buttons that have been added in this release.

Note:

Where new objects, fields, or buttons have been added for a feature, we recommend that you add them to any relevant page layouts, profiles, and permission sets. For information on how to do this, see the Salesforce Help.

For information on new features and changes to existing features in May 2024, see New Features and Enhancements in Customer Success Cloud May 2024.

Customer Success Enhancements

Upgrade Steps

To upgrade this feature to May 2024, take the following action.

Upgrade Steps for May 2024
Action Further Information

To enable users to create objectives, playbooks, and success plans from templates, you must assign the appropriate permissions for the Source object to the relevant users. Additionally, users will need permissions for the Source object and its fields for the related objects. For example, when creating an objective, users will need permissions for the Source object and fields for a playbook in addition to the objective. This might require updating the existing permission sets if you are using custom permission sets.

 See the Salesforce Help.

Included in This Release

This section details the items that have been added in this release.

Permission Sets

Permission Sets Updated in May 2024
Permission Set Further Information
CSC - Analytics Integration User Read Access Permission Sets and Other Technical Documentation
CSC - Customer Success
CSC - Participant User

Lightning Record Pages

Lightning Record Pages Added in May 2024
Lightning Record Page Description Further Information
Account Customer Success Resource Record Page Default page for account customer success resources. Creating Account Customer Success Resources

Page Layouts

Page Layouts Added in May 2024
Page Layout Object Description Further Information
Account Customer Success Resource Layout Account Customer Success Resource Use these page layouts to view and customize account customer success resources. For more information about page layouts, see the Salesforce Help.
Account Customer Success Resource Compact Layout

List Views

List Views Added in May 2024
Object List View Description Further Information
Account Customer Success Resources All View, create, and customize account customer success resources. Creating Account Customer Success Resources

Validation Rules

Validation Rules Added in May 2024
Object Validation Rule Description Further Information
Objective Owner_Is_Active Validates that the objective owner is an active resource. Objective Fields
Template_Field_Matches_Parent Validates that the objective's Template field matches the Template field of its associated success plan.
Playbook Parent_Record_Account_Mismatch Validates that the account associated with the playbook is the same as either the account for the parent success plan or the related objective, depending on which of them is associated with the playbook. Playbook Fields
Template_Field_Matches_Parent Validates that the playbook's Template field matches the Template field of either the parent success plan or the related objective, depending on which of them is associated with the playbook.
Success Plan Owner_Is_Active Validates that the success plan owner is an active resource. Success Plan Fields

Allocating Resources

Upgrade Steps

To upgrade this feature to May 2024, take the following actions.

Upgrade Steps for May 2024

Action

Further Information
Ensure that users who need to use resourcing have Read, Create, and Delete permissions for the Account Customer Success Resource object. Permission Sets and Other Technical Documentation

Ensure that users who need to use resourcing have the following:

  • Read and Create permissions for the Account and Resource fields on the Account Customer Success Resource object
  • Read and Edit permissions for the Success Plan Owner field and Success Plan object
  • Read and Edit permissions for the Playbook Owner field and Playbook object
[Optional] Add the Account Customer Success Resource related list to the Account Layout page layout.

Customizable Lightning Components

For information about adding related lists to page layouts, see the Salesforce Help.

Included in this Feature

This section details the items that have been added or updated in this release.

Permission Sets

Permission Sets Updated in May 2024
Permission Set

Description

Further Information
CSC - Customer Success We have added access for the ResourceManagementController apex class.

In the Customer Success Cloud Permissions window, select Permission Changes from the Contents pane. Scroll down to the Updates to Permission Sets table and click the link in the View Changes column for the relevant permission set. A list of all changes made to this permission set in this release is displayed.

For information about permission sets, see Permission Sets and Other Technical Documentation.

Lightning Components

Lightning Components Added in May 2024
Component

Description

Further Information
CSC Resourcing Enables users to allocate resources and view the resources already allocated to accounts, success plans, and playbooks. Customer Success Cloud Lightning Components

Field Sets

Fields Sets Added in May 2024
Field Set Object

Description

Further Information
Allocate Resources Additional Filter Fields CS Cloud Resource Defines the additional fields that display in Filters on the Allocate Resources window in the resourcing tab of the record. CS Cloud Resource Field Sets
Available Resources Table Columns Defines the standard columns that display in the Available Resources table of the Allocate Resources window in the resourcing tab of the record.

Custom Setting Fields

Custom Setting Fields Added in May 2024
Custom Setting Field Custom Setting

Further Information
Allocate Resources Filter Fields CS Cloud Filter Settings Managing Custom Settings from Setup

Enhancing Activity Tracker

Editing CS Activities

Upgrade Steps

Upgrade Steps for May 2024
Action Further Information

To enable customer success managers to use the Edit CS Activity window, you must assign the Account Layout page layout to the Customer Success Manager profile in the Account object.

 See the Salesforce Help.

Included in This Feature

This section details the items that have been added in this release.

Permission Sets
Permission Sets Updated in May 2024
Permission Set Further Information
CSC - Customer Success Permission Sets and Other Technical Documentation
CSC - Participant User

Enhanced Contact Details in the Select Contact Window

Upgrade Steps

No steps are required to upgrade this feature to May 2024.

Enhanced Error Messages

Upgrade Steps

No steps are required to upgrade this feature to May 2024.

Enhanced Search Results

Upgrade Steps

No steps are required to upgrade this feature to May 2024.

Enhancing Success Tracker

Editing Success Tracker Records

Upgrade Steps

No steps are required to upgrade this feature to May 2024.

Included in This Feature

Field Sets
Field Sets Added in May 2024
Field Set Object Description Further Information
Edit Objective Fields Objective Defines the optional objective fields when using the Edit Objective window in Success Tracker. Objective Field Sets
Edit Playbook Fields Playbook Defines the optional playbook fields when using the Edit Playbook window in Success Tracker. Playbook Field Sets
Edit Playbook Task Fields Playbook Task Defines the optional playbook task fields when using the Edit Playbook Task window in Success Tracker. Playbook Task Field Sets
Edit Success Plan Fields Success Plan Defines the optional success plan fields when using the Edit Success Plan window in Success Tracker. Success Plan Field Sets

Filtering Objectives and Success Plans

Upgrade Steps

No steps are required to upgrade this feature to May 2024.

Customer Success Management Workspace Enhancements

Features on the Workspace

Upgrade Steps

To upgrade this feature to May 2024, take the following steps.

Upgrade Steps for May 2024

Action

Further Information
[Optional] In the Lightning App Builder, add the CSC Success Tracker component to any additional app pages. Customer Success Cloud Lightning Components

Filtering on Account Grid

Upgrade Steps

No steps are required to upgrade this feature to May 2024.

Included in This Feature

Field Sets

Field Sets Added in May 2024
Field Set Object Description Further Information
Additional Filter Panel Fields Account Defines the additional fields that display in the filter panel on Account Grid. Account Field Sets

Custom Setting Fields

Custom Setting Fields Added in May 2024
Custom Setting Field Custom Setting Description Further Information
Account Filter Panel Fields CS Cloud Filter Settings The API name of the field set that defines the additional fields displayed in the filters panel on the Account Grid. Managing Custom Settings from Setup

Preference Panel on Playbook Task Board

Upgrade Steps

To upgrade this feature to May 2024, take the following steps.

Upgrade Steps for May 2024

Action

Further Information
[Optional] In the Lightning App Builder, select the Show Preferences Panel checkbox in the Playbook Task Board Properties pane to show the Preferences panel button in the Playbook Task Board toolbar. Playbook Task Board Lightning Component Properties

Included in This Feature

Field Sets

Field Sets Added in May 2024
Field Set Object Description Further Information
Playbook Task Board Swimlanes Playbook Defines the swimlanes that display in the Playbook Task Board. Playbook Field Sets

Custom Settings

Custom Settings Added in May 2024
Custom Setting Description Further Information
CS Cloud Preference Panel Settings Contains settings that control the behavior of preference panels in Customer Success Cloud. Managing Custom Settings from Setup
Custom Setting Fields Added in May 2024
Custom Setting Field Custom Setting Description Further Information
Playbook Task Board Swimlane Fields CS Cloud Preference Panel Settings The API name of the field set that defines the swimlane options displayed in the preference panel on the Playbook Task Board components. Managing Custom Settings from Setup

Lightning Component Properties

Lightning Component Properties Updated in May 2024
Component Original Lightning Property Name New Lightning Property Name Further Information
Playbook Task Board Show Swimlanes Show Preferences Panel Playbook Task Board Lightning Component Properties

Customer Health Score

Upgrade Steps

To upgrade this feature to May 2024, take the following actions.

Upgrade Steps for May 2024

Action

Further Information
Populate the Start Date field on all of your existing account customer success segment records. Account Customer Success Segment Fields
[Optional] Populate the End Date field on any relevant account customer success segment records.
Populate the Weighting, Upper Threshold, and Lower Threshold fields on any existing customer success segment metric records. Customer Success Segment Metric Fields

Remove the following fields from the page layouts of the Customer Success Metric object:

  • DEPRECATED: Lower Threshold
  • DEPRECATED: Upper Threshold
  • DEPRECATED: Weighting
 Customer Success Metric Fields
Update your CS Cloud Core Analytics app. To update your app, follow the steps under the Updating Your CS Cloud Core Analytics App section detailed in Creating a CS Cloud Core Analytics App.

If you are using deprecated Customer Success Metric data, such as thresholds and weightings, you must migrate it to a default customer success segment. To do it, you must run the following code in the Developer Console:

Copy 
// Migrating deprecated Customer Success Metric data, such as thresholds and weightings, to a default Customer Success Segment.

// Change Start Date for Account Customer Success Segment objects to your preferred value.
final Date startDate = Date.newInstance(2024, 1, 1);

// Create a default Customer Success Segment.

final List<csc__Customer_Success_Segment__c> defaultSegments = [
    SELECT Name
    FROM csc__Customer_Success_Segment__c
    WHERE Name = 'Default Segment'
];
// Error out if script is being run repeatedly.
Assert.isTrue(defaultSegments.isEmpty(), 'Expected no existing default segments.');

final csc__Customer_Success_Segment__c defaultSegment = new csc__Customer_Success_Segment__c(
    Name = 'Default Segment'
);

insert defaultSegment;

final Id segmentId = defaultSegment.Id;

// Retrieve data from deprecated fields.

final List<csc__Customer_Success_Metric__c> metrics = [
    SELECT
        Name,
        csc__Description__c,
        csc__Lower_Threshold__c,
        csc__Metric_Type__c,
        csc__Upper_Threshold__c,
        csc__Weighting__c
    FROM csc__Customer_Success_Metric__c
];

// Build and insert Customer Success Segment Metrics looking up to default Customer Success Segment.

final List<csc__Customer_Success_Segment_Metric__c> segmentMetrics = new List<csc__Customer_Success_Segment_Metric__c>();

for (csc__Customer_Success_Metric__c metric : metrics) {
    final csc__Customer_Success_Segment_Metric__c segmentMetric = new csc__Customer_Success_Segment_Metric__c(
        csc__Customer_Success_Metric__c = metric.Id,
        csc__Customer_Success_Segment__c = defaultSegment.Id,
        csc__Lower_Threshold__c = metric.csc__Lower_Threshold__c,
        csc__Upper_Threshold__c = metric.csc__Upper_Threshold__c,
        csc__Weighting__c = metric.csc__Weighting__c
    );
    segmentMetrics.add(segmentMetric);
}

insert segmentMetrics;

// Delete deprecated field values from Customer Success Metrics.

for (csc__Customer_Success_Metric__c metric : metrics) {
    metric.csc__Lower_Threshold__c = null;
    metric.csc__Upper_Threshold__c = null;
    metric.csc__Weighting__c = null;
}

// Build and insert Account Customer Success Segment junction objects to calculate health score in accordance with old metric setup.

final List<Account> accounts = [
    SELECT Id
    FROM Account
    WHERE Id IN (SELECT csc__Account__c FROM csc__Customer_Success_Metric_Account_Value__c)
];

final List<csc__Account_Customer_Success_Segment__c> accountSegments = new List<csc__Account_Customer_Success_Segment__c>();

for (Account account : accounts) {
    final csc__Account_Customer_Success_Segment__c accountSegment = new csc__Account_Customer_Success_Segment__c(
        csc__Account__c = account.Id,
        csc__Customer_Success_Segment__c = segmentId,
        csc__Start_Date__c = startDate
    );
    accountSegments.add(accountSegment);
}

insert accountSegments;
 Setting up Customer Success Cloud

Included in This Feature

This section details the items that have been added in this release.

Objects

Objects Added in May 2024

Object

Further Information
Account Customer Success Segment Account Customer Success Segment Fields
Customer Success Segment Customer Success Segment Fields
Customer Success Segment Metric Customer Success Segment Metric Fields

Lightning Record Pages

Lightning Record Pages Added in May 2024
Lightning Record Page Description Further Information
Account Customer Success Segment Default page for account customer success segments. Creating Account Customer Success Segments
Customer Success Segment Default page for customer success segments. Creating Customer Success Segments
Customer Success Segment Metric Default page for customer success segment metric. Creating Customer Success Segment Metrics

Tabs

Tabs Added in May 2024
Tab Description Further Information
Account Customer Success Segment Create, view, and customize account customer success segment. Creating Account Customer Success Segments
Customer Success Segment Metric Create, view, and customize customers success segment metric Creating Customer Success Segment Metrics

Related Lists

Related Lists Added in May 2024

Related List

Object
Customer Success Metric Account Values Customer Success Metric
Customer Success Segment Weightings Customer Success Metric Weighting
Customer Success Segments Customer Success Segment
Customer Success Segment Metrics Customer Success Segment

Fields

Fields Deprecated in May 2024
Object Fields Replaced By
Customer Success Metric DEPRECATED: Lower Threshold For more information, see Deprecated Elements.
DEPRECATED: Upper Threshold
DEPRECATED: Weighting

Enhanced Filtering

Upgrade Steps

No steps are required to upgrade this feature to May 2024.

Included in This Feature

This section details the items that have been added in this release.

Objects

Objects Added in May 2024

Object

Further Information
Filter Set Filter Set Fields

Lightning Record Pages

Lightning Record Pages Added in May 2024
Lightning Record Page Description Further Information
Filter Set Record Page Default page for filter sets. Creating Filter Sets

Tabs

Tabs Added in May 2024
Tab Description Further Information
Filter Sets Create, view, and customize filter sets. Creating Filter Sets

Filter Panel Fields

Filter Panel Fields Added in May 2024
Field

Location

Further Information
Playbook Owner
  • Playbook Task Board
  • Playbook Task Portfolio Grid
  • Playbook Task Portfolio Calendar
Saved Filters Account Grid Filters panel Account Grid Lightning Component Fields

Filter Panel Buttons

Filter Panel Buttons Added in May 2024
Button Name

Location

Further Information
Settings Settings Account Grid Filters panel Account Grid Lightning Component Fields
Save Save
Save As Save As

Enhancing the Creation Windows

Upgrade Steps

To start using this feature in May 2024, take the following action.

Upgrade Steps for May 2024
Action Further Information

To start using custom record types and page layouts for the Objective, Playbook, or Success Plan objects, do the following:

  1. Create custom record types for the objects you want and assign each new record type to a user profile.
  2. Assign a page layout to each new record type. You can assign a single page layout to more than one record type.
 Setting up Customer Success Cloud