New Features and Enhancements in Customer Success Cloud October 2024

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

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

We've made enhancements to enable you to efficiently manage your customer health score data and control notifications in Customer Success Cloud.

Scheduling Metric Account Value Jobs

You can use the new Schedule Metric Account Value Deletion button available on the Customer Success Administration app page to schedule Customer Success metric account value deletion jobs.

You can use the new button to open the Schedule Metric Account Value Deletion window, which enables you to select the deletion criteria of your records, as well as set the schedule of the deletion job. Any metric account values that match your criteria are then found and deleted at the time you've set the job to run. This provides you with a simple and efficient way to ensure that historic data is continuously removed. For more information, see Customer Success Administration Overview and Scheduling Metric Account Value Deletion Jobs.

Notification Settings

You can use the new CS Cloud Notification Settings custom setting to control the behavior of notifications in Customer Success Cloud.

The Metric Account Deletion Notifications custom setting field enables you to alert the user who scheduled the metric account value deletion job or the user who manually deleted metric account value records when the metric account value records have been deleted. This ensures that the administrator is notified when the deletion has occurred after using the Delete Metric Account Values window or the Schedule Metric Account Value Deletion window. The notification states that the deletion job has been a success, or states how many records have been deleted out of the intended amount.

We've also added the Playbook Assignment Notifications custom setting field which enables CS Cloud resources to be notified when they've been assigned as the owner of a brand new playbook, or when they've been assigned as the new owner of an existing playbook.

By default, these custom setting fields are not enabled. For more information, see Custom Settings.

Demonstrating Value Across the Customer Journey

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

Business Challenges

To help you understand the challenges that your customers are facing, we've enabled you to add business challenges to success plans in Customer Success Cloud. Customer success managers can use this feature to track, categorize, and provide more context about their customer's business challenges. You can associate multiple business challenges with a single success plan. To enable you to create and manage business challenges, we've added:

  • The Business Challenge object
  • The Business Challenges tab
  • The Business Challenges section to the Create Success Plan and Edit Success Plan windows
  • The Business Challenges related list to the Success Plan Record Page

You can easily create business challenges and associate them with new or existing success plans. A business challenge can only have one success plan associated with it. For more information, see About Success Plans.

Objective KPI Progress Calculation

To help you view the progress of your objective KPIs, we've added the Progress field to the Objective KPI object. This field displays the percent completion of an objective KPI, based on its baseline, current, and target values. In addition, to enable you to view the progress of multiple objective KPIs belonging to a single objective more easily, we've added the Progress column to the Objective KPIs related list of the Objective Record Page. For more information, see About Objectives.

Objective KPI Overview

You can now view and edit objective KPIs of one or more objectives associated with a single success plan. You can do this on the success plan's record page, in the new Objective KPI Overview grid, which you can view in the new Objective KPIs tab. This consolidated view of all objective KPIs per success plan gives customer success managers more control over them.

In the Objective KPI Overview grid, you can view the following information for individual objective KPIs:

  • Parent objective
  • Category, description, and unit
  • Baseline, current, and target values
  • Progress, target date, and status

In the grid, you can also:

  • Click an objective's description to open its record page
  • Edit objective KPI fields by double clicking

For more information, see:

Enhanced Filtering

We've made some enhancements to filtering. Now, when using Success Tracker on a customer success segment record page, the Success Tracker only displays records associated with accounts that belong to the segment you're currently accessing Success Tracker from. For more information, see Using Success Tracker.

We've also expanded field support so that you can now filter by Date/Time fields on any Customer Success Cloud Filters panels, when the feature's filter panel supports the use of field sets.

The following locations now currently support date/time filtering:

  • Account Grid Filters panel
  • Playbook Task Manager Filters panel
  • The Available Resources grid's Filters panel in the Allocate Resources feature

Enhanced Record Creation

We've reduced the number of steps required to create CS activities and edit multiple playbook tasks. We've also enhanced the creation of objectives.

Creating CS Activities

To prevent you from losing any notes you have taken during the creation of a CS activity, now if any information has been entered in the Notes field, then when you click Cancel a confirmation message displays giving you the option to save your progress and create the CS activity. This helps to protect detailed notes taken in calls from being lost.

Now, when creating tasks in the Playbook Tasks grid in the Create CS Activity window:

  • The status field automatically populates to Draft.
  • You're not required to associate a playbook task with a playbook when adding them in the Create CS Activity window, and you can now clear the Playbook column in the Playbook Tasks grid.
  • When a playbook task is associated with a playbook, you can only select dates that are within the playbooks date range. If there is no playbook associated with the task, the dates remain unrestricted.
  • When you only select a start date, the end date defaults to the next day.

For more information, see Creating CS Activities and Create CS Activity Window Fields.

Editing Multiple Playbook Tasks

You can now update multiple cell values in the same column when using the Playbook Task Manager List view and the Playbook Task Portfolio Grid. You can do this in the new Update Selected Items window. This provides you with the ability to easily update playbook task details, such as adjusting the playbook task dates, statuses, and associated playbooks, as well as providing you with the ability to mark multiple playbook tasks as Complete with a single action. This reduces the time it takes to update tasks significantly therefore streamlining your task management activities. Note that Name fields, Long Text fields, Multi-Select Picklist fields, and any Date/Time fields that are not already displayed in the components by default are not supported when updating multiple tasks.

For more information, see:

Associating Objectives with Accounts

You can now directly associate objectives with accounts. This enables customer success managers to view objectives not associated with success plans for an account in both Success Tracker and Activity Tracker. To support this, we've added the Parent Account field to the Objective object and made changes to the Objective Layout of the Objective object. We've also added a new rule to validate that the account on the objective and its related success plan are the same. Finally, we've deprecated the Account field in the Objective object, which was populated with the account of an objective's parent success plan.

For more information, see:

Enhancing Activity Tracker

We've enhanced Activity Tracker to enable you to manage and filter your CS activities more efficiently.

Associating CS Activities with Success Plans

You can now associate CS activities with success plans, in addition to accounts. To support this, we've added the Success Plan field to the CS Activity object. In addition, we've made changes to the following page layouts:

  • The Activity Layout of the CS Activity object
  • The Success Plan Layout of the Success Plan object

Selecting an account is now required when creating a CS activity. To associate a CS activity with a success plan, the accounts of the CS activity and the success plan must be the same.

For more information, see:

Enhanced Filtering

To help you find and select the activities you want more easily, we've made several enhancements to filtering in Activity Tracker. Now, you can:

  • View only upcoming activities, only activities with history tracking, or both, using the View By drop-down list in Activity Tracker's toolbar.
  • Use filter sets in the Filters panel in Activity Tracker to save and apply collections of filters. This enables you to quickly create and manage your own filter sets, and apply any filter sets that you have sharing access to.

  • Use the new filtering options in the Filters panel in Activity Tracker to select:

    • A date range for your activities, in the new Date Range field
    • The objects to display upcoming activities for, in the new Objects for Upcoming CS Activities field
    • The objects with history tracking to display activities for, in the new Objects with History Tracking field

  • View the following in the new Recent CS Activities section:

    • CS activities created in Activity Tracker with a date in the last seven days
    • Playbooks, playbook tasks, or objectives with a start date or end date in the last seven days
    • Success plans with an effective date or next business review date in the last seven days

For more information, see:

Pooling Resources

We've deprecated the Role field in the Resource Pool object. This field is obsolete and will be removed in a future release. Instead of this field, you can now use the new Resource Pool Role multi-select picklist field in the Resource Pool object, which enables you to associate multiple roles with resource pools.

For more information, see Resource Pool Fields and Deprecated Elements.

 

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.