New Features and Enhancements in Customer Success Cloud Winter 2025

The following new features have been introduced in the Winter 2025 release of Customer Success Cloud.

If you are upgrading from a previous version, see Upgrading to Customer Success Cloud Winter 2025. This provides a summary of the items that have been added for each feature and details of any required upgrade steps.

Customer Health Score

Metric Account Values Dataset

We've added the new Create Metric Account Values Dataset quick action to the CS Cloud Analytics setup record page which enables you to create the Metric Account Values dataset. This dataset provides you with the ability to store metric account value data in Analytics, even after deleting the record in Customer Success Cloud. This enables you to maintain your health score metric value data, in addition to the health score for the account and provides you with the granular trending values on the health score. This ensures that you continue to get detailed insights about the health score in the Account Health Score dashboard, while reducing the amount of storage required.

You must now create the Metric Account Values dataset before creating the CS Cloud Core Analytics app. You can then schedule the MAVDatasetUpdationScheduled APEX class to periodically update the data to your requirements.

Finally, to support the new Metric Account Values dataset, the Metrics dataset imports data from the Metric Account Values dataset rather than the Customer Success Metric Account Values object.

For more information, see:

Add Accounts to Segment

You can now use the Add Accounts button available on Account Grid when accessing the grid from the Customer Success segment record page to quickly add accounts to a segment. The Add Accounts to Segment window displays accounts that are not currently included in the segment, and provides you with a quick way to add accounts to the segment in one action. There is also a Filters panel and search bar so that you can easily refine the list of accounts to add to your segment. For more information, see Using Account Grid and Account Grid Lightning Component Fields.

Your administrator can define additional fields to display in the Filters panel in the Add Accounts to Segment window using the new Add Accounts to Segment Filter Fields field set. They can also use the new Add Accounts to Segment Filter Fields custom setting field on the CS Cloud Filter Settings custom setting to define additional fields. For more information, see Account Field Sets and Custom Settings.

Demonstrating Value Across the Customer Journey

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

Value Tracker

To enable customer success managers to view value information per success plan more easily in future releases, we've renamed:

  • The Objective KPI Overview grid on the Success Plan Record Page to Value Tracker
  • The tab on the Success Plan Record Page where Value Tracker is located from Objective KPIs to Value Tracker
  • The CSC Objective KPI Overview Grid component to CSC Value Tracker

Creating and Deleting Objective KPIs

You can now create and delete objective KPIs in Value Tracker on success plan record pages, and in the Objective KPIs grid in:

  • The Edit Objective KPIs window, which you can access from:

    • The Record Details panel in Success Tracker
    • The Create Success Plan window, when creating a success plan from a template
  • The Create Objective and Edit Objective windows

This gives customer success managers more control over their objective KPIs per success plan, enabling them to create and delete objective KPIs without having to leave the page or window. To support this, we've added Add KPI and Delete KPIs to the Value Tracker component.

Objective KPI Progress Tracking and Filtering

To help you track the progress and understand the trending of your customers' objective KPIs, we've:

  • Renamed the status of incomplete objective KPIs from "On Track" to "In Progress". This status displays in Value Tracker and in the Record Details panel of Success Tracker.
  • Added visual indicators to the Progress column of Value Tracker to show if the progress of an objective KPI has increased Increased to or decreased Decreased to, or if the objective KPI has been completed Completed with target value reached at.
  • Added the Last Progress Update, Previous Progress, Previous Value, and Status fields to the Objective KPI object. These fields are used when calculating and displaying the progress of objective KPIs.

In addition, we've added the Bypass Objective KPI Trigger field to the CS Cloud Process Settings custom setting to enable administrators to disable the trigger for objective KPIs.

Finally, we've added a search box and the Filters panel to Value Tracker. Using the Filters panel, you can filter your objective KPIs by:

  • Target date
  • Objective
  • Category

For more information, see:

Enhancing Activity Tracker

We've enhanced Activity Tracker to enable customer success managers to manage and filter their CS activities more efficiently.

Associating CS Activities with Objectives and Playbooks

You can now associate CS activities with objectives and playbooks, in addition to accounts and success plans. This provides customer success managers with additional flexibility when creating CS activities. To support this, we've added the Objective and Playbook fields to the CS Activity object. In addition, we've made changes to the:

  • Activity Layout page layout of the CS Activity object
  • Objective Record Page of the Objective object
  • Playbook Record Page of the Playbook object

To associate a CS activity with an objective or playbook, the CS activity's account must match the account of the success plan, objective, and playbook related to the CS activity so we've updated the Account_Blank_Or_Mismatch validation rule in the CS Activity object. Now, this rule validates that the CS activity has an account specified and that the account also matches the account of the objective and playbook related to the CS activity in addition to the account of the CS activity's success plan.

In addition, we've added the Bypass CS Activity Trigger field to the CS Cloud Process Settings custom setting to enable administrators to disable the trigger for CS activities.

For more information, see:

Enhanced Filtering

Customer success managers can now also filter their CS activities in Activity Tracker by:

  • Success plan
  • Objective
  • Playbook

In addition, administrators can now set up additional custom fields to display in Activity Tracker's Filters panel. To support this, we've added the Activity Tracker Filters Panel Fields field set to the CS Activity object. You can use this field set to define the additional fields available in the Filters panel of Activity Tracker.To control the behavior of the new field set, you can now use the new field Activity Tracker Filters Panel Fields in the CS Cloud Filter Settings custom setting. For more information, see:

Enhanced Record Creation

You can now update multiple playbook task dates when using the Playbook Task Manager List view and the Playbook Task Portfolio Grid. You can do this in the new Move Task Dates window. This provides technical customer success managers with the ability to easily move multiple playbook task start and end dates at once. When you move task dates, the duration of playbook tasks remains the same but the dates that the task spans are updated. If the new task dates are outside of the playbook date range, then the playbook dates are also updated. This ensures that dates across tasks and playbooks are valid when updating multiple playbook task dates at once. For more information, see Using the Playbook Task Manager and Using the Playbook Task Portfolio Grid.

You can now use the new Component Height Lightning App Builder property field for the Playbook Task Manager to set the size of the Playbook Task Manager. This enables you to display more tasks at once in the List view. For more information, see Playbook Task Manager Lightning Component Properties.

Enhancing Success Tracker

Customer success managers can now use the Filters panel of Success Tracker on the account, customer success segment, objective, playbook, playbook task, and success plan record pages. This enables you to find the records you want more easily, without having to leave these pages.

We've also enhanced the Filters panel to enable customer success managers to view only the playbook tasks they want in the tracker. To support this, we've added the Playbook Tasks section to the Filters panel, which contains the following fields:

  • CS Cloud Resource, which enables you to search for and select the CS cloud resources whose tasks you want to view
  • Status, which enables you to select the status of the tasks that you want to view
  • Show Selected, which enables you to select whether you want to view completed tasks

In addition, the existing Account and Customer Success Segment fields are now grouped in the new General section in the Filters panel.

For more information, see:

Pooling Resources

We've added skills to filtering and resource ranking in resourcing on playbooks, making it easier for customer success managers to manually and automatically allocate the most suitable resource to the playbook.

Skills Filtering

We've enhanced resource pooling by adding skills filters to the Filters panel of the Allocate Resources window in the Playbook Owner tab of playbook record pages. Skills filtering enables customer success managers to allocate the most suitable resource in a pool to a playbook, based on the resource's skills and skills ratings matching the skills and skills ratings associated with the playbook. Now, they can filter resources by:

  • Playbook Skills, which determine the skills associated with the playbook that the resources displayed in the Available Resources table are filtered by
  • Match All Selected Playbook Skills, which determines that only the resources that have all of the selected playbook skills are displayed in the Available Resources table
  • Match or Exceed Skills Ratings, which determines that only the resources whose skill ratings match or exceed the ratings of the skills that they have in common with the selected playbook skills are displayed in the Available Resources table

Ranking Resources by Number of Playbooks and Playbooks Skills

We've added playbooks to the Available Resources table of the Allocate Resources window in the Playbook Owner tab of playbook record pages, and changed the ranking logic so that the available resources are now ranked by the following criteria, in order:

  1. Role: Resources with the role of customer success manager are ranked the highest.
  2. Success plans: Resources with the lowest number of active success plans are ranked higher.
  3. Playbooks: Resources with the lowest number of active playbooks are ranked higher.

When allocating resources to playbooks that have skills associated with them, the ranking criteria is updated to:

  1. Role: Resources with the role of customer success manager are ranked the highest.
  2. Playbook skills: Resources that match with the highest number of playbook skills selected in the Filters panel are ranked the highest.
  3. Success plans: Resources with the lowest number of active success plans are ranked higher.
  4. Playbooks: Resources with the lowest number of active playbooks are ranked higher.

For more information, see:

Skills Management

We've introduced CS skills, which enables customer success managers to record skills and competencies. The skill type, as well as the resource roles that the skill is relevant to, can be defined. We've also introduced skills management, which enables the assignment of CS skills to:

  • CS Cloud resources, to determine the skills and competencies they have
  • Playbooks, to determine the skills and competencies a resource must have to be suitable for allocation to it

For more information, see:

Skills Management on Playbooks

We've added a Playbook Skills tab to the Playbook object, which enables customer success managers to manage the skills that are associated with the playbook, as well as define the minimum skill rating requirements of the playbook. This provides an easier and more efficient way to associate skills with playbooks, and define a skill rating that is specific to the playbook the skill is associated with.

The tab's Skills Management grid displays the details of skills already added to the playbook. The Add Skills window enables you to search for and select the skills you want to associate with the playbook. Up to 15 skills can be associated with a playbook to ensure that all of its required competencies are recorded. Skills can also be removed from playbooks so that they're no longer associated with them.

For more information, see:

Skills Management on CS Cloud Resources

We've added a Resource Skills tab to the CS Cloud Resource object, which enables customer success managers to manage the skills that resources have, as well as define the resource's level of competency in each skill. This provides an easier and more efficient way to associate skills with resources, and identify the most suitable resource to allocate to playbooks.

The tab's Skills Management grid displays the details of skills already added to the resource's record. The Add Skills window enables you to search for and select the skills you want to associate with the resource. To ensure that the extent of their competencies is recorded, there is no limit to the number of skills that can be associated with a resource. Skills can also be removed from CS Cloud resources so that they're no longer associated with them.

For more information, see:

 

Release Content

We want to help you find all of the information and resources that you need to use our products effectively.

Certinia Trailhead

If you want to learn more about the new features in this release, see the CS Cloud - Winter 2025 Release Highlights Certinia Trailhead module. This module will guide you through the new features in Customer Success Cloud.

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.