Upgrading to Customer Success Cloud May 2025

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

AI Summaries

Note:

This feature is part of the Certinia Early Adopter Program. This program is only available to a limited number of customers.

Upgrade Steps

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

Creating Success Plans from Opportunities

Upgrade Steps

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

Upgrade Steps for May 2025
Action

Further Information
Add the Record Type field to the page layouts of the Success Plan object.

For more information about page layouts, see the Salesforce Help.
Create the record types and page layouts you want in the Success Plan object. Setting up Customer Success Cloud

Enhanced Playbook Task Manager

Upgrade Steps

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

Upgrade Steps for May 2025
Action Further Information
To display the fields you want in the Playbook Task Manager, customize the Task Management Additional Columns field set in the Playbook Task object. For more information about field sets, see the Salesforce Help.

To display the fields you want in the Playbook Task Manager, customize the Additional Filters Panel Fields field set in the Playbook Task object.

Included in This Feature

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

Lightning Components

Lightning Components Updated in May 2025
Component Description Further Information
Playbook Task Grid

This component now enables you to edit the following fields:

  • Account

  • Objective

  • Success Plan

For more information about Lightning components, see the Salesforce Help.

Field Sets

Field Sets Updated in May 2025
Object Field Set Description Further Information
Playbook Task Manager Task Management Additional Columns

The following fields have been added to this field set:

  • Account

  • Objective

  • Success Plan

Playbook Task Manager Task Management Standard Columns

The following fields have been removed from this field set:

  • Account

  • Objective

  • Success Plan

For more information about field sets, see the Salesforce Help.

Enhanced Record Creation

Customizing Search Windows

Upgrade Steps

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

Included in This Feature

Custom Settings
Custom Settings Added in May 2025
Custom Setting Description

Further Information
CS Cloud Record Search Window Settings

Contains settings that control the behavior of the table columns in the following record search windows in Customer Success Cloud:

  • Select Objective
  • Select Playbook
  • Select Success Plan
 Custom Settings
Field Sets
Field Sets Added in May 2025
Object Field Set Description Further Information
Objective Objective Search Window Columns Used to display columns in the table in the Select Objective window. Objective Field Sets
Playbook Playbook Search Window Columns Used to display columns in the table in the Select Playbook window. Playbook Field Sets
Success Plan Success Plan Search Window Columns Used to display columns in the table in the Select Success Plan window. Success Plan Field Sets

Creating Objectives from Flows

Upgrade Steps

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

Enhancing Activity Tracker

Upgrade Steps

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

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 May 2025
Custom Setting Field Description

Further Information
CS Cloud Record Details Panel Settings Activity Tracker CS Activity Fields The API name of the field set that defines the CS activity fields displayed in the record details panel of Activity Tracker. Custom Settings
Activity Tracker Objective Fields The API name of the field set that defines the objective fields displayed in the record details panel of Activity Tracker.
Activity Tracker Playbook Fields The API name of the field set that defines the playbook fields displayed in the record details panel of Activity Tracker.
Activity Tracker Playbook Task Fields The API name of the field set that defines the playbook task fields displayed in the record details panel of Activity Tracker.
Activity Tracker Success Plan Fields The API name of the field set that defines the success plan fields displayed in the record details panel of Activity Tracker.
Custom Setting Fields Renamed in May 2025
Custom Setting Field API Name Previous Label New Label

Further Information
CS Cloud Record Details Panel Settings Record_Details_Panel_Objective_Fields__c Record Details Panel Objective Fields Success Tracker Objective Fields Custom Settings
Record_Details_Panel_Playbook_Fields__c Record Details Panel Playbook Fields Success Tracker Playbook Fields
Record_Details_Panel_Success_Plan_Fields__c Record Details Panel Success Plan Fields Success Tracker Success Plan Fields
Record_Details_Panel_Task_Fields__c Record Details Panel Task Fields Success Tracker Playbook Task Fields

Field Sets

Field Sets Added in May 2025
Object Field Set Description

Further Information
CS Activity Activity Tracker CS Activity Fields Defines the CS activity fields to display in the record details panel of Activity Tracker. CS Activity Field Sets
Objective Activity Tracker Objective Fields Defines the objective fields to display in the record details panel of Activity Tracker. Objective Field Sets
Playbook Activity Tracker Playbook Fields Defines the playbook fields to display in the record details panel of Activity Tracker. Playbook Field Sets
Playbook Task Activity Tracker Playbook Task Fields Defines the playbook task fields to display in the record details panel of Activity Tracker. Playbook Task Field Sets
Success Plan Activity Tracker Success Plan Fields Defines the success plan fields to display in the record details panel of Activity Tracker. Success Plan Field Sets

Enhancing Creation of CS Activities

CS Activity Attachments

Upgrade Steps

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

Upgrade Steps for May 2025
Action

Further Information
Add the Files related list to the page layouts of the CS Activity 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.

Page Layouts
Page Layouts Updated in May 2025
Object Page Layout Description Further Information
CS Activity Activity Layout This page layout now includes the Files related list. CS Activity Fields
Permission Sets
Permission Sets Updated in May 2025
Permission Set Further Information
CSC - Customer Success
CSC - Participant User

Additional Record Detail Panel Fields in Activity Tracker

Upgrade Steps

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

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 May 2025
Custom Setting Field Description

Further Information
CS Cloud Record Details Panel Settings Activity Tracker CS Activity Fields The API name of the field set that defines the CS activity fields displayed in the record details panel of Activity Tracker. Custom Settings
Field Sets
Field Sets Added in May 2025
Object Field Set Description

Further Information
CS Activity Activity Tracker CS Activity Fields Defines the CS activity fields to display in the record details panel of Activity Tracker. CS Activity Field Sets

Saving CS Activities as Drafts

Upgrade Steps

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

CS Activity Contact Filtering

Upgrade Steps

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

Included in This Feature

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

Validation Rules
Validation Rules Added in May 2025
Object API Name Description Further Information
Activity Contact Account_Mismatch Validates that the account associated with the contact matches the account associated with the CS activity. Activity Contact Fields

Enhancing Value Tracker

KPI Cards

Upgrade Steps

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

Upgrade Steps for May 2025
Action

Further Information
Add the CSC Objective KPI Highlight Cards Lightning component to the Value Tracker tab on the Success Plan Record page. For more information about adding Lightning components to record pages, see the Salesforce Help.

Included in This Feature

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

Lightning Components

Lightning Components Added in May 2025
Lightning Component Description Further Information
CSC Objective KPI Highlight Cards Enable users to view the overall progress of objective KPIs on success plan record pages. Objective KPI Highlight Cards Lightning Component Fields

Additional Fields in Value Tracker

Upgrade Steps

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

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 May 2025
Custom Setting Field Description

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

Further Information
Objective KPI Value Tracker Filters Panel Fields Defines the additional fields available in the Filters panel of Value Tracker. Objective KPI Field Sets
Lightning Component Properties
Lightning Component Properties Added in May 2025
Lightning Component Property Description

Further Information
CSC Value Tracker Additional Objective KPI Fields Enables you to select the objective KPI field set that defines the additional fields to display in Value Tracker. Value Tracker Lightning Component Properties
Component Height Enables you to specify a height of 400 pixels or more for this component.

Objective KPI Analytics

Upgrade Steps

Upgrade Steps for May 2025
Action

Further Information
Upgrade your CS Cloud Core Analytics app. For more information about upgrading your analytics app, see the Salesforce Help.

Included in This Feature

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

Fields
Customer Success Cloud Input Fields Deprecated in May 2025
Field Label Field API Name

Further Information
DEPRECATED: Objective KPI Value KPI ObjectiveKpiValueObjectiveKpi
DEPRECATED: Success Plan Annual Revenue SuccessPlanAnnualRevenue
Customer Success Cloud Output Fields Added in May 2025
Field Type Field Label Field API Name Description

Further Information
Measure Objective KPI Previous Progress ValueObjectiveKpiPreviousProgress Previous progress of the objective key performance indicator. Customer Success Cloud Output Fields
Objective KPI Previous Progress Value ValueObjectiveKpiPreviousValue Previous progress value of the objective key performance indicator.
Objective KPI Progress ValueObjectiveKpiProgress Progress value of the objective key performance indicator.
Objective KPI Value Baseline Value ValueObjectiveKpiValueBaselineValue Starting value of the related objective key performance indicator.
Objective KPI Value Current Value ValueObjectiveKpiValueCurrentValue Current value of the related objective key performance indicator.
Objective KPI Value Target Value ValueObjectiveKpiValueTargetValue Target value of the related objective key performance indicator.
Dimension Objective KPI CS Metric ID ObjectiveKpiCustomerSuccessMetricId Salesforce ID of the objective key performance indicator's customer success metric.
Objective KPI CS Metric Name ObjectiveKpiCustomerSuccessMetricName Name of the objective key performance indicator's customer success metric.
Objective KPI Title ObjectiveKpiTitle Title of the objective key performance indicator record.
Success Plan Opportunity ID SuccessPlanOpportunityId Salesforce record ID of the opportunity associated with the success plan.
Permission Sets
Permission Sets Updated in May 2025
Permission Set Description

Further Information
CSC - Analytics Integration User Read Access This permission set now contains Read permission to the Opportunity field in the Success Plan object.

Linking Objective KPIs to Health Score Metrics

Upgrade Steps

Upgrade Steps for May 2025
Action

Further Information
Add the Objective KPI Title 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 May 2025
Object Field Description Further Information
Objective KPI Customer Success Metric The customer success metric associated with the objective key performance indicator. Objective KPI Fields
Objective KPI Title A title that identifies the objective KPI record, up to 50 characters.
Page Layouts
Page Layouts Updated in May 2025
Object Page Layout Description Further Information
Objective KPI Objective KPI Layout This page layout now includes the Objective KPI Title and Customer Success Metric fields introduced in this release. Objective KPI Fields
Permission Sets
Permission Sets Updated in May 2025
Permission Set Further Information
CSC - Customer Success

Objective KPI Progress

Upgrade Steps

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

Included in This Feature

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

Fields
Fields Added in May 2025
Object Field Further Information
Objective KPI Value Baseline Value Objective KPI Value Fields
Current Value
Target Value
Page Layouts
Page Layouts Updated in May 2025
Object Page Layout Description Further Information
Objective KPI Value Objective KPI Value Layout This page layout now includes the fields added for this feature.

For more information about page layouts, see the Salesforce Help.
Permission Sets
Permission Sets Updated in May 2025
Permission Set Further Information
CSC - Analytics Integration User Read Access

Mass Allocate Resources to Playbooks

Upgrade Steps

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

Upgrade Steps for May 2025
Action Further Information

Ensure that you have the following permissions for the playbooks:

  • Read and Edit permissions
  • Read permission for role and region
  • Edit permission for the Playbook Owner field
Permission Sets and Other Technical Documentation

Included in This Feature

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

Buttons

Buttons Added in May 2025
Button Component Name Further Information
Mass Allocate Playbooks CSC Workspace Actions Customer Success Cloud Actions Lightning Component Fields

Field Sets

Field Sets Added in May 2025
Object Field Set Further Information
Playbook Mass Allocate Playbook Table Columns Playbook Field Sets
Mass Allocate Playbooks Additional Filter Fields

Custom Settings

Custom Setting Fields added in May 2025
Custom Setting Field Further Information
CS Cloud Filter Settings Mass Allocate Playbooks Filter Fields Custom Settings

Resource Allocation via APIs

Auto-Allocation of Resources on Playbook via APIs

Upgrade Steps

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

Included in This Feature

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

Custom Actions
Custom Actions Added in May 2025
Custom Actions Invocable Apex Class Purpose Further Information
Auto-allocate resource to a playbook ActionAutoAllocation Auto-allocate resource to playbook Custom Actions

Clone or Create Objectives, Playbooks, and Success Plan Synchronously via APIs

Upgrade Steps

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

Time Entry

Upgrade Steps

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

Upgrade Steps for May 2025
Action

Further Information

To show success plans and objectives in the Time Entry Grid, turn on the following custom setting fields respectively:

  • Show Success Plan Time
  • Show Objective Time
Custom Settings
To enable the ability to only enter time against task and miscellaneous records in the Time Entry Grid, enable the Task Time Entry Mode checkbox in the CS Cloud Time Entry Settings custom setting.

To view and edit the Estimated Hours field in the create and edit windows in Customer Success, add the Estimated hours field to the following field sets:

  • Edit Objective Fields
  • Edit Success Plan Fields
  • Edit Playbook Fields
  • Edit Playbook Task Fields

To create new records with the Estimated Hours field value copied from existing templates in the create and edit windows in Customer Success, add the Estimated Hours fields to the following field sets:

  • Create Objective Fields
  • Create Success Plan Fields
  • Create Playbook Fields
  • Create Playbook Task Fields

To ensure that Time Management reports only include submitted time, you must ensure that the Submitted field is equal to True on the Filters of the following reports:

  • Hours Worked On Accounts In Last 30 Days
  • Total Hours Worked On Accounts
  • Hours Worked On Accounts This Year
  • Hours Worked On Accounts In Last 7 Days

In Developer Console, enter and run the code provided to update all existing resource records so that the Work Week Start Day field has a default value.

Copy 
List<csc__Resource__c> resources = [
    SELECT Id FROM csc__Resource__c
    WHERE csc__Work_Week_Start_Day__c = NULL LIMIT 5000
];
Assert.isFalse(resources.isEmpty(), 'Completed: no resources left to update.');
for (Integer i = 0, j = resources.size(); i < j; i++) {
    resources[i].csc__Work_Week_Start_Day__c = '0';
}
 For more information about executing Anonymous Apex Code, see the Salesforce Help.

Included in This Feature

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

Objects

Objects Added in May 2025
Object Description Further Information
Objective Time Stores the objective hours worked by a resource in a given week. Objective Time Fields
Success Plan Time Stores the success plan hours worked by a resource in a given week. Success Plan Time Fields

Fields

Fields Added in May 2025
Object Field Further Information
CS Cloud Resource Work Week Start Day CS Cloud Resource Fields
 CS Timecard Objective Hours  CS Timecard Fields
Submitted
Success Plan Hours
Objective Estimated Hours Objective Fields
Success Plan Success Plan Fields
Playbook Playbook Fields
Playbook Task Playbook Task Fields

Fields

Fields Updated in May 2025
Object Previous Field Name Updated Field Name Further Information
CS Cloud Resource Work Hours Weekly Work Hours CS Cloud Resource Fields

Custom Settings

Custom Settings Added in May 2025
Custom Setting Description Further Information
CS Cloud Time Entry Settings Contains settings that control the behavior of time entry in CS Cloud. Custom Settings