Upgrading to Customer Success Cloud Winter 2025

This page describes the changes to make when upgrading to Winter 2025.

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 Winter 2025, see New Features and Enhancements in Customer Success Cloud Winter 2025.

Customer Health Score

Metric Account Values Dataset

Upgrade Steps

To upgrade this feature to Winter 2025, take the following action.

Upgrade Steps for Winter 2025
Action Further Information
Create a Metric Account Values dataset.
Upgrade your CS Cloud Core Analytics app. For more information about upgrading your analytics app, see the Salesforce Help.
Schedule the MAVDatasetUpdationScheduled APEX class to periodically update the data to your requirements. This must be scheduled to run prior to running the Metrics recipe, and at the same cadence. You can schedule this apex class to run after the dataset has been created.

Included in This Feature

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

Quick Actions
Quick Actions Added in Winter 2025
Quick Action Location Further Information
Create Metric Account Values Dataset CS Cloud Analytics Record Page CS Cloud Analytics Setup Fields

Add Accounts to Segment

Upgrade Steps

No upgrade steps are required to upgrade this feature to Winter 2025.

Included in This Feature

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

Field Sets
Field Sets Added in Winter 2025
Field Set Object Further Information
Add Accounts to Segment Filter Fields Account Account Field Sets
Custom Setting Fields
Custom Setting Fields Added in Winter 2025
Field Custom Setting Further Information
Add Accounts to Segment Filter Fields CS Cloud Filter Settings Custom Settings

Demonstrating Value Across the Customer Journey

Value Tracker

Upgrade Steps

No upgrade steps are required to upgrade this feature to Winter 2025.

Included in This Feature

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

Lightning Components
Lightning Components Renamed in Winter 2025
Previous Name New Name Further Information
CSC Objective KPI Overview Grid CSC Value Tracker Value Tracker Lightning Component Fields

Creating and Deleting Objective KPIs

Upgrade Steps

No upgrade steps are required to upgrade this feature to Winter 2025.

Objective KPI Progress Tracking and Filtering

Upgrade Steps

To upgrade this feature to Winter 2025, take the following action.

Upgrade Steps for Winter 2025
Action Further Information
Add the Status field to the page layouts of the Objective KPI object. For more information about page layouts, see the Salesforce Help.

Included in This Feature

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

Fields
Fields Added in Winter 2025
Object Field Further Information
Objective KPI Last Progress Update Objective KPI Fields
Previous Progress
Previous Value
Status
Page Layouts
Page Layouts Updated in Winter 2025
Object Page Layout Description Further Information
Objective KPI Objective KPI Layout This page layout now includes the Status field introduced in this feature. For more information about page layouts, see the Salesforce Help.
Custom Settings
Custom Setting Fields Added in Winter 2025
Custom Setting Field Further Information
CS Cloud Process Settings Bypass Objective KPI Trigger Custom Settings
Permission Sets
Permission Sets Updated in Winter 2025
Permission Set Further Information
CSC - Customer Success
CSC - Participant User

Enhancing Activity Tracker

Associating CS Activities with Objectives and Playbooks

Upgrade Steps

To upgrade this feature to Winter 2025, take the following action.

Upgrade Steps for Winter 2025
Action Further Information
Add the Objective and Playbook fields to the page layouts of the CS Activity object. For more information about page layouts and related lists, see the Salesforce Help.

Add the CS Activities related list to the page layouts of the Objective and Playbook objects.

Included in This Feature

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

Fields
Fields Added in Winter 2025
Object Field Further Information
CS Activity Objective CS Activity Fields
Playbook
Custom Settings
Custom Setting Fields Added in Winter 2025
Custom Setting Field Further Information
CS Cloud Process Settings Bypass CS Activity Trigger Custom Settings
Page Layouts
Page Layouts Updated in Winter 2025
Object Page Layout Description Further Information
CS Activity Activity Layout This page layout now includes the Objective and Playbook fields introduced in this feature. For more information about page layouts, see the Salesforce Help.
Lightning Record Pages
Lightning Record Pages Updated in Winter 2025
Object Page Description Further Information
Objective Objective Record Page These pages now include the CS Activities related list. CS Activity Fields
Playbook Playbook Record Page
Validation Rules
Validation Rules Updated in Winter 2025
Object Validation Rule Description Further Information
CS Activity Account_Blank_Or_Mismatch Validates that the CS activity has an account specified and that the account matches the account of the success plan, objective, and playbook related to the CS activity. CS Activity Fields
Permission Sets
Permission Sets Updated in Winter 2025
Permission Set Further Information
CSC - Customer Success
CSC - Participant User

Enhanced Filtering

Upgrade Steps

To upgrade this feature to Winter 2025, take the following action.

Upgrade Steps for Winter 2025
Action Further Information
[Optional] Enable the Activity Tracker Filters Panel Fields field of the CS Cloud Filter Settings custom setting to use the additional fields in the Filters panel of Activity Tracker. Custom Settings

Included in This Feature

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

Field Sets
Field Sets Added in Winter 2025
Object Field Set Description Further Information
CS Activity Activity Tracker Filters Panel Fields Defines the additional fields available in the Filters panel of Activity Tracker. CS Activity Field Sets
Custom Settings
Custom Setting Fields Added in Winter 2025
Custom Setting Field Description Further Information
CS Cloud Filter Settings Activity Tracker Filters Panel Fields The API name of the field set that defines the additional fields displayed in the filters panel of Activity Tracker. Custom Settings

Enhanced Record Creation

Upgrade Steps

To upgrade this feature to Winter 2025, take the following action.

Upgrade Steps for Winter 2025
Action Further Information

[Optional] In the Lightning App Builder, enter a height in pixels for the Playbook Task Manager in the Component Height field. The default is set to 638.

 Playbook Task Manager Lightning Component Properties

Enhancing Success Tracker

Upgrade Steps

No upgrade steps are required to upgrade this feature to Winter 2025.

Pooling Resources

Upgrade Steps

To upgrade this feature to Winter 2025, take the following action.

Upgrade Steps for Winter 2025
Action Further Information

Ensure that users who need to use skills filtering when allocating resources to playbooks have Read permission for the following:

  • CS Skill object
  • Playbook Skill object and its Rating field
  • CS Resource Skill object and its Rating and Numerical Rating fields
 Permission Sets and Other Technical Documentation

Skills Management

Upgrade Steps

No upgrade steps are required to upgrade this feature to Winter 2025.

Included in This Feature

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

Objects

Objects Added in Winter 2025
Object Description Further Information
CS Resource Skill Stores the relationship between the CS Cloud Resource and CS Skill objects. Used to determine the competencies of a resource. CS Resource Skill Fields
CS Skill Stores information about CS Skills. Used to determine the skills associated with CS Cloud resources and playbooks. CS Skill Fields

Playbook Skill

Stores the relationship between the Playbook and CS Skill objects. Used to determine the skills a resource must have to be suitable for allocation to a playbook. Playbook Skill Fields

Lightning Components

Lightning Components Added in Winter 2025
Component Description Further Information
CSC Skill Manager Enables users to associate skills and view the skills already associated with playbook and CS Cloud resource records. Customer Success Cloud Lightning Components

Release Content

Upgrade Steps

No upgrade steps are required to upgrade this feature to Winter 2025.