New Features and Enhancements in Customer Success Cloud Spring 2024

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

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

Customer Success Management Workspace

We have renamed the Customer Success workspace to Customer Success Management workspace.The workspace has been redesigned, and now includes new functionality to ensure that the home page for Customer Success Cloud provides you with all of the information and actions to streamline your customer success responsibilities. The enhanced workspace still provides you with all the pertinent information provided by KPI cards, which each link to a list view of the relevant records. You can also still create Customer Success Cloud records, such as activities, playbooks, playbook tasks, objectives, and success plans from the workspace.

The workspace also provides some new features, which are housed under the following sub-tabs:

  • Overview
    • The Overview tab displays Account Grid and Playbook Task Board. This tab enables you to get a holistic view of any accounts you are managing as the CSM, alongside a view of all of the playbook tasks which you can view by task status, and playbook stage. You can use the filters to refine the results displayed, such as by account, playbook, resource, status, and its flagged status.
  • Playbooks
    • The Playbooks tab displays a list view of all of your active playbooks, and provides links to the playbook and its associated accounts record page.
  • Playbook Tasks
    • The Playbook Tasks tab displays Playbook Task Portfolio Grid. Here you can view, edit, and delete playbook tasks, as well as create new tasks. You can also use Playbook Task Portfolio Calendar to view all of the tasks in a calendar view, as well as edit, delete, and create tasks. You can use the date picker to navigate to your selected date, and change between the Week, Month, Year, and Agenda views depending on your preference. You can use the filters to refine the results displayed, and any selected filters are automatically applied to both the Playbook Task Portfolio Grid and Playbook Task Portfolio Calendar regardless of where you applied the filters.
  • Activity Tracker
    • From the Activity Tracker tab, you can use Activity Tracker to view activity history from the last 12 months, for any objects and fields that your administrator has enabled tracking on. You can also use Activity Tracker to view and create activities and playbook tasks. Updates about these records are also displayed in the tracker. Use the filters panel to refine by accounts, activity type, activities you are the owner of, and to limit which object record updates are returned in Activity Tracker.

For more information, see Customer Success Management Workspaceand Customer Success Cloud Lightning Components.

CS Cloud Analytics

We have enhanced the health score dashboard, and have now included it as part of our CS Cloud Core Analytics app. We have therefore deprecated the CS Cloud Advanced Analytics app, as you can now access all Customer Success Cloud dashboards from the CS Cloud Core Analytics app.

For more information, see Setting up the CS Cloud Core Analytics App and Creating a CS Cloud Core Analytics App.

Account Grid

Using the Account Grid

We have created the new Account Grid, which enables you to view all accounts from an app page, with a summary of any relevant information such as the number of incomplete tasks and incomplete flagged tasks associated with the account, and the CSM owner associated with the account. You can also click on the account name to be taken directly to the account record page from Account Grid. For more information, see Using Account Grid, Account Grid Lightning Component Fields, and Customer Success Cloud Lightning Components

You can use the new Lightning App Builder Property options to enable incomplete tasks, and incomplete flagged tasks columns to appear in the grid, as well as to to set the size of Account Grid. For more information, see Account Grid Lightning Component Properties.

We have added the Account Customer Success Resources tab, to enable you to see a list view of all account customer success resources, edit existing records, and create new ones. The Certinia - CSC - Customer Success Manager and Certinia - CSC - Participant User permission set groups have been updated with the relevant permissions. For more information, Permission Sets and Other Technical Documentation.

To support this, we have added the new Account Management Additional Columns field set to the Account object, which is used by Account Grid by default to provide the columns displayed in the grid. Your administrator can add and remove fields in this field set. For more information, see Account Field Sets.

In the previous release we added a new custom setting and field to support this feature. You can now also use the Account Grid Field Set field on the CS Cloud Account Settings custom setting to define the additional fields displayed in Account Grid. The default value has been updated to the new Account Management Additional Columns field set. For more information, see Managing Custom Settings from Setup.

Account Page

We recommend that your administrator adds a related list for account customer success resources to the Account record page, so that you can create records for the new object quickly and efficiently. For more information, see Customizable Lightning Components.

Account Customer Success Resources

We have created the Account Customer Success Resource object, and added Account and Resource fields to it. This stores the relationship between the CS Cloud Resource and Account objects, and is used to determine the customer success resources for an account. This enables you to see the customer success managers for each account in Account Grid. Account Grid only displays accounts linked to the resource for the logged in user, enabling you to get an overview of all of the accounts relevant to you. For more information, see Account Customer Success Resource Fields.

The CSC - Customer Success Manager permission set has been updated with the relevant permissions to the new object and fields. For more information, see Permission Sets and Other Technical Documentation.

Activity Tracker Enhancements

We have made the following enhancements to Activity Tracker.

Activity Contacts

You can now associate contacts with activities when creating activities from Activity Tracker, app pages, or workspaces. Contacts associated with activities can also now be viewed in Activity Tracker. Associating contacts with activities enables you to assign internal and external representatives, such as customer contacts, to activities. The Activity Contact junction object, which includes links to the related activity and contact records, has been created to support this feature.

You can also now add contacts to existing activities using the Activity Contacts related list, which has been added to the Activity Layout page layout. We also recommend that your administrator adds the Activity Contacts related list to the Contact Layout page layout.

For more information, see the following topics:

Template Tasks

You can no longer view playbook tasks in Activity Tracker if they are associated with success plans or playbooks that are templates. For more information, see Using Activity Tracker.

 

Success Tracker Enhancements

You can now create playbook tasks directly from Success Tracker, which are automatically associated with the account or success plan that the task is created from.

We have added a Filters panel to Success Tracker, to enable you to filter by accounts on record pages that are not associated with a specific account. The Filters panel is not visible on packaged Customer Success Cloud record pages such as the account, playbook, playbook Task, success plan, or objective record pages. This is because Success Tracker only returns records related to the associated account on these pages, therefore filtering by account is not required.

Now, when accessing Success Tracker from a non-packaged Customer Success Cloud record page, Success Tracker displays the success plans, objectives, playbooks, and playbook tasks related to the record you are accessing Success Tracker from. This means that you can utilize Success Tracker to view a holistic view of your records and their hierarchy regardless of the page you are viewing it from.

For more information, see Success Tracker Lightning Component Fields and Using Success Tracker

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.