Upgrading to Customer Success Cloud January 2025

Customer Success Cloud

This page describes the changes to make when upgrading to January 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 January 2025, see New Features and Enhancements in Customer Success Cloud January 2025.

Account Health Score

Account Health Score Dashboard

Upgrade Steps

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

Configuring Health Scores

Upgrade Steps

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

Removing Accounts from Segments

Upgrade Steps

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

Upgrade Steps for Winter 2025
Action Further Information
Ensure users have Read, Edit, and Delete permissions for the Account Customer Success Segment object. Permission Sets and Other Technical Documentation

Scheduling Metric Account Values Dataset Updates

Upgrade Steps

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

Upgrade Steps for Winter 2025
Action Further Information
Use the Schedule Metric Account Values Dataset Update window to create a schedule to update the Metric Account Values dataset. Scheduling a Metric Account Values Dataset Update

Included in This Feature

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

Buttons
Buttons Added in January 2025
Location Button Further Information
  • CSC Administration Component
  • Customer Success Administration App Page
 Schedule Metric Account Values Dataset Update Customer Success Administration Overview

Deleting Metric Account Values

Upgrade Steps

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

Customer Success Enhancements

Upgrade Steps

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

Upgrade Steps for Winter 2025
Action Further Information

[Optional] From an existing or new CS Cloud Notification Settings custom setting record, do the following:

  • [Optional] Enable the Success Plan Assignment Notifications field.
  • [Optional] Enable the Objective Assignment Notifications field.
  • [Optional] Enable the Playbook Task Assignment Notifications field.
  • [Optional] Enable the Playbook Task Completion Notifications field.
  • [Optional] Enable the Account Assignment Notifications field.
  • [Optional] Enable the Resource Skill Assignment Notifications field.
Custom Settings

Included in This Feature

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

Custom Settings

Custom Setting Fields Added in January 2025
Custom Setting Field Custom Setting Further Information
Account Assignment Notifications CS Cloud Notification Settings Custom Settings
Objective Assignment Notifications
Playbook Task Assignment Notifications
Playbook Task Completion Notifications
Resource Skill Assignment Notifications
Success Plan Assignment Notifications
Bypass Account CS Resource Trigger Customer Success Cloud Process Settings

Demonstrating Value Across the Customer Journey

Value Tracker

Upgrade Steps

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

Upgrade Steps for Winter 2025
Action

Further Information

Add the CSC Value Tracker component to the app pages, record pages, and workspaces you want. We recommend adding the component to the:

  • Account Record Page
  • Customer Success Management Workspace
For more information about adding Lightning components to app pages, see the Salesforce Help.

Managing Objective KPIs

Upgrade Steps

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

Associating Business Challenges with Objectives and Opportunities

Upgrade Steps

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

Action

Further Information
Add the Opportunity field to the page layouts of the Objective and Business Challenge objects. For more information about page layouts, see the Salesforce Help.
Add the Objective Business Challenges related list to the record pages of the Objective object. For more information about Lightning record pages, see the Salesforce Help.

Included in This Feature

Objects
Objects Added in Winter 2025
Object

Further Information
Objective Business Challenge Objective Business Challenge Fields
Fields
Fields Added in Winter 2025
Object Field

Further Information
Business Challenge Business Challenge Title Business Challenge Fields
Display Name
Opportunity
Objective Opportunity Objective Fields
Custom Settings
Custom Setting Fields Added in Winter 2025
Custom Setting Field

Further Information
CS Cloud Process Settings Bypass Business Challenge Trigger Custom Settings
Bypass Objective Business Trigger
Page Layouts
Page Layouts Updated in Winter 2025
Object Page Layout Description

Further Information
Business Challenge Business Challenge Layout This page layout now includes the Business Challenge Title and Opportunity fields introduced in this feature. Business Challenge Fields
Objective Objective Layout These page layouts now include the Opportunity field introduced in this feature. Objective Fields
Objective Compact Layout
List Views
List Views Added in Winter 2025
Object List View

Further Information
Business Challenge All Business Challenge Fields
Lightning Record Pages
Lightning Record Pages Updated in Winter 2025
Object Page Description

Further Information
Objective Objective Record Page This page now includes the Objective Business Challenges related list. Associating Business Challenges with Objectives
Permission Sets
Permission Sets Updated in Winter 2025
Permission Set

Further Information
CSC - Customer Success
CSC - Participant User

Deprecated Validation Rules

Upgrade Steps

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

Included in This Feature

Validation Rules Deprecated in Winter 2025
Object Validation Rule

Further Information
Objective Objective_Account_Mismatch Deprecated Elements
Playbook Parent_Record_Account_Mismatch
Playbook Task Objective_Account_Mismatch
Playbook_Account_Mismatch
Success_Plan_Account_Mismatch

Enhancing CS Resource Pooling

Upgrade Steps

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

Upgrade Steps for January 2025
Action

Further Information

Change the default priority of resource allocation ranking calculation to rank and allocate resources as per your requirement. To do so:

  1. Navigate to Setup | Custom Settings.
  2. Click Manage for the specific object allocation ranking setting from the custom settings list.
  3. Specify the required priority to the given fields of the custom setting.
 Custom Settings

Included in This Feature

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

Custom Settings

Custom Settings Added in January 2025
Custom Setting Further Information
CSC Account Allocation Ranking Settings Custom Settings
Objective Allocation Ranking Settings
Playbook Allocation Ranking Settings
Success Plan Allocation Ranking Settings

Enhanced Record Creation

Controlling Record Creation in Success Tracker

Upgrade Steps

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

Upgrade Steps for Winter 2025
Action

Further Information
[Optional] Ensure that only the users who need to be able to create playbook tasks, playbooks, objectives, and success plans in Success Tracker have the necessary permissions assigned to their profiles.

Associating New Records with the Currently Viewed Records

Upgrade Steps

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

Upgrade Steps for Winter 2025
Action Further Information

Add the CSC Actions: Record Pages component to the following pages:

  • Objective Record Page
  • Playbook Task Record Page
  • Success Plan Record Page
 For more information about customizing Lightning components, see the Salesforce Help.

Enhancing Skills Management

Skill Sets

Upgrade Steps

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

Included in This Feature

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

Objects
Objects Added in January 2025
Object Description Further Information
CS Skill Set Stores information about CS skill sets. Used to determine groups of skills that can then be associated with playbooks. CS Skill Set Fields
CS Skill Set Skill

Stores the relationship between the CS Skill and CS Skill Set objects. Used to determine the skills associated with a skill set.

 CS Skill Set Skill Fields
Fields
Fields Added in January 2025
Object Field Further Information
CS Resource Skill CS Skill Set CS Resource Skill Fields
Playbook Skill Playbook Skill Fields
Buttons
Buttons Added in January 2025
Location Button Further Information
CSC Skill Manager Cancel CSC Skill Manager Lightning Component Fields
Save
Permission Sets
Permission Sets Updated in Winter 2025
Permission Set Further Information
CSC - Customer Success
CSC - Participant User

Grouping by Skill Set for Playbook Skills and Resource Skills

Upgrade Steps

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

Included in This Feature

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

Fields
Fields Added in January 2025
Object Field Further Information
CS Resource Skill CS Skill Set CS Resource Skill Fields
Playbook Skill Playbook Skill Fields

Enhanced Resource Allocation with Skill Sets and Individual Skills Filtering

Upgrade Steps

To upgrade this feature to January 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 objects:

  • CS Skill Set
  • CS Skill Set Skill
 Permission Sets and Other Technical Documentation

Enhancing Success Tracker

Record Details Panel

Upgrade Steps

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

Included in This Feature

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

Custom Settings

Custom Settings Added in Winter 2025
Custom Setting Description

Further Information
CS Cloud Record Details Panel Settings

Contains settings that control the behavior of the Record Details panel in Customer Success Cloud. It contains the following fields:

  • Record Details Panel Objective Fields
  • Record Details Panel Playbook Fields
  • Record Details Panel Success Plan Fields
  • Record Details Panel Task Fields
 Custom Settings

Field Sets

Field Sets Added in Winter 2025
Object Field Set Description

Further Information
Objective Record Details Panel Objective Fields Defines the objective fields to display in the Record Details panel of Success Tracker. Objective Field Sets
Playbook Record Details Panel Playbook Fields Defines the playbook fields to display in the Record Details panel of Success Tracker. Playbook Field Sets
Playbook Task Record Details Panel Playbook Task Fields Defines the playbook task fields to display in the Record Details panel of Success Tracker. Playbook Task Field Sets
Success Plan Record Details Panel Success Plan Fields Defines the success plan fields to display in the Record Details panel of Success Tracker. Success Plan Field Sets

Filters Panel

Upgrade Steps

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