Upgrading to Customer Success Cloud Spring 2024

This page describes the changes to make when upgrading to Spring 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 Spring 2024, see New Features and Enhancements in Customer Success Cloud Spring 2024.

Customer Success Management workspace

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

CS Cloud Analytics

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

Upgrade Steps

Upgrade Steps for Spring 2024

Action

 Further Information
Remove the Account Health Score dashboard from any app or record pages it has been added to.  

For more information about deleting apps, see the Salesforce Help.
In Analytics Studio, delete the CS Cloud Advanced Analytics app.
Complete the steps in Setting up the CS Cloud Analytics App. Setting up the CS Cloud Core Analytics App
Ensure you have created the CS Cloud Core Analytics app. Creating a CS Cloud Core Analytics App
Add the Account Health Score dashboard to the Customer Success Workspace and any additional pages in Lightning App Builder. Setting up the CS Cloud Core Analytics App

Account Grid

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

Using the Account Grid

Upgrade Steps

Upgrade Steps for Spring 2024

Action

 Further Information
Ensure users have read permissions to the Account, Resource, and Account Customer Success Resource objects to use Account Grid. Permission Sets and Other Technical Documentation
[Optional] In the Lightning App Builder, select the Show Incomplete Tasks Column checkbox in the Account Grid Properties pane to view incomplete tasks in the Account Grid. Account Grid Lightning Component Properties
[Optional] In the Lightning App Builder, select the Show Incomplete Flagged Tasks Column checkbox in the Account Grid Properties pane to view incomplete flagged tasks in the Account Grid.
[Optional] In the Lightning App Builder, enter a height in pixels for the Account Grid in the Pixel Height field. The default is set to 400.
[Optional] Update the default fieldset used in the account grid using the Account Grid Field Set field on the CS Cloud Account Settings custom setting to your chosen fieldset.

For more information about custom settings, see the Salesforce Help.
[Optional] Specify the additional fieldsets used in the Account Grid for specific profiles or users using the Account Grid Field Set field on the CS Cloud Account Settings custom setting.

Account Page

Upgrade Steps for Spring 2024

Action

 Further Information
[Optional] In object manager, add the Account Customer Success Resources related list to the Account page.

Account Customer Success Resources

If you are using a custom field on the account page to surface customer success managers for the account, the following code can be used to generate Account Customer Success Resource records that track that relationship. Enter and run the appropriate code below, depending on if your custom field is a custom Salesforce User field or a custom CS Cloud Resource field.

Upgrade Steps for Spring 2024

Action

 Further Information
Ensure that all users that are customer success managers are correctly linked with a CS Cloud Resource record.

For information about executing Anonymous Apex Code, see the Salesforce Help.

If you are using custom Salesforce user fields on the account record page to surface the account customer success manager, enter and run the following code in developer console to generate Account Customer Success Resource records.

Note: Replace Your_CSM_User_Lookup__c with your existing custom user field name before executing the code to generate Account Customer Success Resource records for all existing Account CSM relationships.
Copy 
final Integer MAX = 5000;
List<Account> accounts = [
    SELECT Id, Your_CSM_User_Lookup__c
    FROM Account
    WHERE Your_CSM_User_Lookup__c != NULL
    AND Id NOT IN (
        SELECT csc__Account__c
        FROM csc__Account_Customer_Success_Resource__c
    )
    LIMIT :MAX
];

Assert.isFalse(accounts.isEmpty(), 'No Account Customer Success Resources to create.');

Set< Id> assignedUserIds = new Set<Id>();
for (Account account : accounts) {
    assignedUserIds.add(account.Your_CSM_User_Lookup__c);
}

List<csc__Resource__c> resources = [
    SELECT Id, csc__Salesforce_User__c
    FROM csc__Resource__c
    WHERE csc__Salesforce_User__c IN :assignedUserIds
    LIMIT :MAX
];

Map<Id, Id> resourceIdByUserId = new Map<Id, Id>();
for (csc__Resource__c resource : resources) {
    resourceIdByUserId.put(resource.Salesforce_User__c, resource.Id);
}

List<csc__Account_Customer_Success_Resource__c> accountCSResources = new List<csc__Account_Customer_Success_Resource__c>();
for (Account account: accounts) {
    csc__Account_Customer_Success_Resource__c accountCSResource = new csc__Account_Customer_Success_Resource__c();
       accountCSResource.csc__Account__c = account.Id;
    accountCSResource.csc__Resource__c = resourceIdByUserId.get(account.Your_CSM_User_Lookup__c);
    accountCSResources.add(accountCSResource);
}

insert accountCSResources;
Note: A limit of 10,000 records are created at a time. Repeat the process until you receive the message No Account Customer Success Resources to create.

If you are using custom CS Cloud Resource fields on the account record page to surface the account customer success manager, enter and run the following code in developer console to generate Account Customer Success Resource records.

Note: Replace Your_CSM_Resource_Lookup__c with your existing custom user field name before executing the code to generate Account Customer Success Resource records for all existing Account CSM relationships.
Copy 
final Integer MAX = 5000;
List<Account> accounts = [
    SELECT Id, Your_CSM_Resource_Lookup__c
    FROM Account
    WHERE Your_CSM_Resource_Lookup__c != NULL
    AND Id NOT IN (
        SELECT csc__Account__c
        FROM csc__Account_Customer_Success_Resource__c
    )
    LIMIT :MAX
];

Assert.isFalse(accounts.isEmpty(), 'No Account Customer Success Resources to create.');

List<csc__Account_Customer_Success_Resource__c> accountCSResources = new List<csc__Account_Customer_Success_Resource__c>();
for (Account account: accounts) {
    csc__Account_Customer_Success_Resource__c accountCSResource = new csc__Account_Customer_Success_Resource__c();
       accountCSResource.csc__Account__c = account.Id;
    accountCSResource.csc__Resource__c = account.Your_CSM_Resource_Lookup__c;
    accountCSResources.add(accountCSResource);
}

insert accountCSResources;
Note: A limit of 10,000 records are created at a time. Repeat the process until you receive the message No Account Customer Success Resources to create.

Included in this Feature

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

Components
Components Added in Spring 2024

Component

 Description

Further Information
CSC Account Grid Enable users to view accounts in a list view. Customer Success Cloud Lightning Components
Lightning Component Properties
Lightning Component Properties Added in Spring 2024

Component

Further Information
Pixel Height Account Grid Lightning Component Properties
Show Incomplete Tasks Column
Show Incomplete Flagged Tasks Column
Field Sets
Field Sets Added in Spring 2024

Field Set

 Object

Further Information
Account Management Additional Columns Account Account Field Sets
Objects
Field Sets Added in Spring 2024

Object

 Description
Account Customer Success Resource Stores the relationship between the CS Cloud Resource and Account objects. Used to determine the customer success owners for an account.
Fields
Fields Added in Spring 2024
Field

Object

Further Information
Account Account Customer Success Resource

Account Customer Success Resource Fields

Resource

Activity Tracker Enhancements

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

Upgrade Steps

Upgrade Steps for Spring 2024

Action

 Further Information
[Optional] Assign the CS Cloud - Participant User permission set to the relevant user profiles to view records related to accounts, activities, Customer Success metrics, objectives, playbooks, playbook tasks, resources, success plans, and teams, and edit playbook tasks. Assigning and Removing Permission Sets
[Optional] Add the Activity Contacts related list to the Contact Layout page layout.
Ensure users have access to the Activity Contact object. Permission Sets and Other Technical Documentation
Ensure users have access to the Contact object.

Included in this Feature

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

Objects
Objects Added in Spring 2024
Object Description Further Information
Activity Contact The Activity Contact junction object stores a many-to-many relationship between the Activity and Contact objects. Activity Contact Fields
Page Layouts Updated in Spring 2024
Object Page Layout Description Further Information
Activity Activity Layout The Activity Layout page layout now includes the Activity Contacts related list. For more information about page layouts, see the Salesforce Help.
Fields
Fields Added in Spring 2024
Object Field Description Further Information
Playbook Task Template Task If selected, the task is associated with a success plan or playbook that is a template. This field is not editable. Playbook Task Fields
Permission Sets
Permission Sets Added in Spring 2024
Permission Set Description Further Information
CSC - Participant User View records related to accounts, activities, Customer Success metrics, objectives, playbooks, playbook tasks, resources, success plans, and teams, and edit playbook tasks. Permission Sets and Other Technical Documentation
Permission Set Groups
Permission Set Groups Added in Spring 2024
Permission Set Description Further Information
Certinia - CSC - Participant User Includes the CSC - Participant User permission set. Permission Sets and Other Technical Documentation

Success Tracker Enhancements

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

Upgrade Steps

Upgrade Steps for Spring 2024

Action

Further Information

Ensure users have permission to create playbook tasks.

Permission Sets and Other Technical Documentation

[Optional] Create the relevant fields on the objective, playbook, and playbook task objects to associate them with the required parent record. This enables you to use Success Tracker on non-packaged Customer Success record pages. For more information about creating custom fields, see the Salesforce Help.
[Optional] Add Success Tracker to any non Customer Success Cloudpackaged record pages to use filtering. Customer Success Cloud Lightning Components

Included in this Feature

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

Buttons
Buttons Added to Lightning Components in Spring 2024
Component Button Name Description Further Information
Success Tracker Add Task Add Task Opens the Create Playbook Task window, enabling you to create a playbook task record. Success Tracker Lightning Component Fields
Success Tracker Filter Tasks Filter Records Opens and closes the Filters panel enabling you to filter the records displayed.