New Features and Enhancements in Customer Success Cloud August 2024

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

If you are upgrading from a previous version, see Upgrading to Customer Success Cloud August 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

The Customer Health Score dashboard has been enhanced so that you have more control over what data is displayed, and so that the data displayed is more detailed.

We've made the following enhancements to the Customer Health Score dashboard:

  • You can now filter by resource in the Filters panel.
  • We've updated the tooltips for Account Score and Metric Score so that a graph with the X axis displays.
  • Now when there are no metrics for a given type, they're are filtered out of the dashboard.

We've also added additional fields to the Metrics and Customer Success Cloud datasets. For more information, see CS Cloud Analytics Data Reference .

Demonstrating Value Across the Customer Journey

We've made enhancements to enable customer success managers and leaders to manage their objective KPIs more efficiently.

Objective KPI Categories

You can now specify a category for your objective KPIs (key performance indicators). This can help make your objective KPIs more consistent and facilitate efficient reporting. To support this, we've added the Category field to the Objective KPI object. We recommend customizing this field to include values specific to your organization.

You can specify a category for your objective KPI when:

  • Adding an objective KPI when creating an objective in the Create Objective window
  • Adding an objective KPI to an existing objective in the Edit Objective window
  • Creating or editing an objective KPI in the Objective KPIs tab or from an objective KPI's record page
  • Editing an objective that contains an objective KPI from the objective's record page

For more information, see About Objectives.

Viewing and Editing Objective KPIs in Success Tracker

You can now quickly view and edit objective KPIs in the Record Details panel of Success Tracker. To enable this, we've added the Objective KPIs section to the Record Details panel. When selecting an objective and opening the Record Details panel, you can now:

  • View the related objective KPIs, including their descriptions, target dates, and percent completion.
  • Confirm the status of the related objective KPIs, as represented by one of the following badges: Overdue, On Track, and Completed.
  • Edit the related objective KPIs in the new Edit Objective KPIs window, which displays when you click Edit in the Objective KPIs section. In this window, you can also click Add KPI and Delete KPIs to add and delete objective KPIs associated with the objective you're currently viewing.

This enables you to have a better overview of and more control over your objective KPIs, as well as edit their information more quickly, without leaving Success Tracker.

For more information, see:

Enhanced Filtering

We've enhanced the customer success segment record page so that you can now find the information relevant to individual segments directly from the record page itself.

We've added the Overview tab to the customer success segment record page where you can now find Account Grid which automatically filters results to only the accounts associated with the customer success segment you're currently viewing.

The Account Health Score dashboard can now be added to the customer success segment record page or the account record page and is context sensitive to filter on data relevant to the page you're viewing. This enables you to gain valuable insights about the records associated with the page you're currently viewing. For more information about how to set the Account Health Score dashboard up to be context sensitive to the account page or customer success segment record page, see Customizable Lightning Components.

To ensure that only current account records are displayed in Account Grid and the Account Health Score dashboard, we've added the new Active field to the Account Customer Success Segment object. The Active column has also been added to the Account Customer Success Segments list view. For more information, see Account Customer Success Segment Fields. This field has been added to the CSC Customer Success and CSC Participant User field sets. For more information, see Permission Sets and Other Technical Documentation.

These enhancements enable you to focus on a particular segment, streamlining the process to understand and complete the work required for each segment.

Enhanced Record Creation

You can now use the new Clone Playbook quick action button available on playbook record pages to duplicate an existing playbook. Cloning a playbook also clones all of its tasks and details, so that you can reuse or modify it for different purposes without starting from scratch.

You can also use the Clone Playbook button to create new playbook templates from existing playbooks, enabling you to update an existing playbook and save it as a template to use for future playbooks.

You can update the following fields from the Clone Playbook window:

  • Name
  • Template

For more information, see Cloning Playbooks and Playbook Fields.

We've made the following enhancements to the Playbook Task Manager:

  • The record count is now displayed in the header.
  • Now, when a record is updated the Playbook Task Manager refreshes to display the most up-to-date information.
  • The scheduler view icon has been updated.

You can now add the Playbook Task Manager to account record pages. When using the Playbook Task Manager on an account page, the following views are available:

  • Task Board
  • List
  • Calendar

The Filters panel is not available when using the Playbook Task Manager on an account page. For more information, see Customer Success Cloud Lightning Components and Using the Playbook Task Manager

We've deprecated the Success Plan field in the Playbook object and it will be removed in a future release. We've also renamed the Parent Success Plan field to Success Plan in the Playbook object. This means there is now only one success plan field that displays your associated success plan, ensuring it's easy to find the success plan associated with the record you've selected on record pages and record creation windows. For more information, see Playbook Fields and Deprecated Elements.

Enhancing Record Creation from Templates

To enhance the user journey when creating Customer Success Cloud records from templates, we've enabled you to select the template child records you want more easily and then edit their details in the same window. This provides you with more flexibility when creating playbooks, objectives, and success plans from templates, and makes new record customization easier and more efficient.

Now, when selecting child records inherited from templates in the Select Records grid, which we added in Summer 2024, you can:

  • Select an individual child record without having to select their parent record. Previously, if a parent record wasn't selected, the checkboxes of its child records were disabled.
  • Edit the Name, Start Date, and End Date fields of a child record. Previously, the child record fields in the grid weren't editable.

For more information, see:

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.