Upgrading to Customer Success Cloud October 2024

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

Customer Health Score

Scheduling Metric Account Value Jobs

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

Upgrade Steps for October 2024
Action Further Information

In order to access the Customer Success Administration page and use the Schedule Metric Account Value Deletion and Delete Metric Account Values buttons, you must assign users access to the following:

  • Customer Success Metric Account Value Object
  • Customer Success Metric Object
  • Account Object
  • Customer_Success_Administration Tab
  • HealthScoreDataController Apex Class
  • HealthScoreConfigurationController Apex Class

Users must also have Delete permission for the Customer Success Metric Account Value object.

 For more information about creating permission sets, see the Salesforce Help.
Buttons
Buttons Added in October 2024
Button Location Further Information
Schedule Metric Account Value Deletion
  • CSC Administration Component
  • Customer Success Administration App Page

Notification Settings

Upgrade Steps

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

Upgrade Steps for October 2024
Action Further Information

[Optional] Create a CS Cloud Notification Settings custom setting record. Then, do the following:

  • [Optional] Enable the Metric Account Deletion Notifications field.
  • [Optional] Enable the Playbook Assignment Notifications field.
 Custom Settings

Included in This Feature

Custom Settings
Custom Settings Added in October 2024
Custom Setting Further Information
CS Cloud Notification Settings Custom Settings
Custom Setting Fields
Custom Setting Fields Added in October 2024
Custom Setting Field Custom Setting Further Information
Metric Account Deletion Notifications CS Cloud Notification Settings Custom Settings
Playbook Assignment Notifications

Demonstrating Value Across the Customer Journey

Business Challenges

Upgrade Steps

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

Upgrade Steps for October 2024
Action Further Information
[Optional] Customize the Category field in the Business Challenge object to include units specific to your organization. For more information, see the Salesforce Help.
[Optional] Manually add the Business Challenges related list to your page layouts of the Success Plan object.

Included in This Feature

Objects Added in October 2024
Object Description Further Information
Business Challenge Stores the business challenges related to a success plan. Business Challenge Fields
Permission Sets
Permission Sets Updated in October 2024
Permission Set Further Information
CSC - Customer Success
CSC - Participant User

Objective KPI Progress Calculation

Upgrade Steps

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

Upgrade Steps for October 2024
Action Further Information
[Optional] Add the Progress field to your page layouts of the Objective KPI object. For more information, see the Salesforce Help.

Included in This Feature

Fields
Fields Added in October 2024
Object Field Further Information
Objective KPI Progress Objective KPI Fields
Permission Sets
Permission Sets Updated in October 2024
Permission Set Further Information
CSC - Customer Success
CSC - Participant User

Objective KPI Overview

Upgrade Steps

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

Upgrade Steps for October 2024
  Action Further Information
1 Add the Objective KPIs tab to the Success Plan Record Page. For more information, see the Salesforce Help.
2 Add the CSC Objective KPI Overview Grid Lightning component to the Objective KPIs tab of the Success Plan Record Page.

Included in This Feature

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

Lightning Components
Lightning Components Added in October 2024
Lightning Component Description Further Information
CSC Objective KPI Overview Grid Enables users to view and manage all objective KPIs of the objectives associated with a success plan record. Customer Success Cloud Lightning Components

Permission Sets

Permission Sets Updated in October 2024
Permission Set Further Information
CSC - Customer Success
CSC - Participant User

Enhanced Filtering

Upgrade Steps

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

Upgrade Steps for October 2024
Action Further Information
[Optional] Add Success Tracker to the Customer Success Segment record page. Customer Success Cloud Lightning Components

Enhanced Record Creation

Creating CS Activities

Upgrade Steps

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

Editing Multiple Playbook Tasks

Upgrade Steps

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

Associating Objectives with Accounts

Upgrade Steps

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

Upgrade Steps for October 2024
Action Further Information
Add the Parent Account field to the page layouts of the Objective object. For more information, see the Salesforce Help.
Remove the DEPRECATED: Account field from the page layouts of the Objective object.

Populate the lookup fields on the existing objective records by running the following code in the Developer Console:

Note:

To ensure that all the records have been updated, run the code multiple times until No records to update is displayed.

Copy 
/*
                                * Legacy subscriber data will not have Parent Account lookups populated on Objectives.
                                * Ensure the following lookups are populated:
                                *  - Objective
                                *     - Parent Account - Copied from Success Plan Account
                                */

                                final Integer MAX_ROW_FETCH_LIMIT = 2500;

                                // Backfill Parent Account from Success Plan to Objectives
                                final List<csc__Objective__c> objectives = [
                                SELECT csc__Success_Plan__c, csc__Success_Plan__r.csc__Account__c
                                FROM csc__Objective__c
                                WHERE
                                csc__Success_Plan__c != NULL
                                AND csc__Parent_Account__c = NULL
                                AND csc__Success_Plan__r.csc__Account__c != NULL
                                LIMIT :MAX_ROW_FETCH_LIMIT
                                ];

                                Assert.isTrue(objectives.size() > 0, 'No records to update.');

                                for (csc__Objective__c objective : objectives) {
                                objective.csc__Parent_Account__c = objective.csc__Success_Plan__r.csc__Account__c;
                                }

                            update objectives;
 For more information about executing Anonymous Apex Code, see the Salesforce Help.

Included in This Feature

Fields
Fields Added in October 2024
Object Field Further Information
Objective Parent Account Objective Fields
Fields Deprecated in October 2024
Object Field Further Information
Objective DEPRECATED: Account Deprecated Elements
Page Layouts
Page Layouts Updated in October 2024
Object Page Layout Description Further Information
Objective Objective Layout This page layout now includes the Parent Account field introduced in this feature. For more information about page layouts, see the Salesforce Help.
Validation Rules
Validation Rules Added in October 2024
Object Validation Rule Description Further Information
Objective Objective_Account_Mismatch Validates that the accounts on the objective and on its related success plan are the same. Objective Fields
Permission Sets
Permission Sets Updated in October 2024
Permission Set Further Information
CSC - Customer Success
CSC - Participant User

Enhancing Activity Tracker

Associating CS Activities with Success Plans

Upgrade Steps

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

Upgrade Steps for October 2024
Action Further Information
Add the Success Plan field to the page layouts of the CS Activity object. For more information, see the Salesforce Help.
Add the Activities related list to the page layouts of the Success Plan object.

Included in This Feature

Fields

Fields Added in October 2024
Object Field Further Information
CS Activity Success Plan CS Activity Fields
Page Layouts
Page Layouts Updated in October 2024
Object Page Layout Description Further Information
CS Activity Activity Layout This page layout now includes the Success Plan field introduced in this feature. Also, the Account field is now required. For more information about page layouts, see the Salesforce Help.
Success Plan Success Plan Layout This page layout now includes the Activities related list.
Permission Sets
Permission Sets Updated in October 2024
Permission Set Further Information
CSC - Customer Success
CSC - Participant User

Enhanced Filtering

Upgrade Steps

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

Pooling Resources

Upgrade Steps

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

Upgrade Steps for October 2024
Action Further Information

Remove the DEPRECATED: Role field from the page layouts of the Resource Pool object.

 Resource Pool Fields
Ensure that you have Read permission for the DEPRECATED: Role field in the Resource Pool object. Permission Sets and Other Technical Documentation
In the Bypass Resource Pool Trigger custom setting, select Checked. Setting up Customer Success Cloud

To move the values in the DEPRECATED: Role field to the new Resource Pool Role field, run the following code in the Developer Console:

Copy 
final Integer MAX_LIMIT = 5000;
        final List<csc__Resource_Pool__c> resourcePoolsToCopyRole = [
            SELECT csc__Role__c, csc__Resource_Pool_Role__c
            FROM csc__Resource_Pool__c
            WHERE csc__Role__c != NULL AND csc__Resource_Pool_Role__c = NULL
            LIMIT :MAX_LIMIT
        ];
        Assert.isFalse(resourcePoolsToCopyRole.isEmpty(), 'No Resource Pool to update');
        for (csc__Resource_Pool__c resourcePool : resourcePoolsToCopyRole)
        {
resourcePool.csc__Resource_Pool_Role__c = resourcePool.csc__Role__c;
                      }
            update resourcePoolsToCopyRole;

Run the code as many times as necessary until No Resource Pool to Update is displayed.
In the Bypass Resource Pool Trigger custom setting, select Unchecked.

Included in This Feature

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

Fields

Fields Added in October 2024
Object Field Further Information

Resource Pool

Resource Pool Role Resource Pool Fields
Fields Deprecated in October 2024
Object Field Further Information

Resource Pool

DEPRECATED: Role For more information, see Deprecated Elements.