New Features and Enhancements in Customer Success Cloud May 2025

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

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

AI Summaries

Note:

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

When generating or viewing a CS activity AI summary from an account record page, you can now use the new Generate Customer Communication from Summary button. The generated content provides you with a customer communication that you can copy and paste to use in an email interaction or reformat to use in other customer communications. For more information, see Generating CS Activity AI Summaries.

We've also added the new Create Executive Briefing button to the CS Activities AI Summary window. This enables you to generate an executive briefing by leveraging AI to generate one from the information recorded on past customer interactions, such as calls and meetings, that have been captured on CS activity records. The executive briefing displays in the Generate Executive Briefing window where you can copy the information as required.

We've also enhanced activity summarization to prevent potentially harmful or offensive language or terminology from appearing in the generated summary. If potentially harmful or offensive language is detected, the summary is hidden and a message displays to alert you.

Finally, we've provided the ability to leave feedback in the CS Activities AI Summary window, which enables you to mark the generated summary as helpful or unhelpful. The feedback provides Certinia with Telemetry data.

Creating Success Plans from Opportunities

Customer success managers can now select a record type when creating success plans from opportunities. This can help them gather and organize data in different ways for the same object. By selecting a record type, they can view, edit, and populate a specific set of fields that their administrator has assigned to the record type they selected.

If your administrator has created custom record types for success plans, you can now:

  • Select a record type when creating a success plan using the Create Success Plan from Opportunity action.
  • View the record type you selected in the Record Type field in the Create Success Plan from Opportunity window and also in the window's title.

By using custom record types and specific page layouts, administrators can ensure that a user can only:

  • Create a specific type or types of records, depending on the record types assigned to their profile
  • Populate and edit specific fields of a record, as well as select specific picklist values, depending on the page layout assigned to the record type they're creating

For more information, see Success Plans Overview and Creating Success Plans.

Enhanced Playbook Task Manager

We've enhanced the Playbook Task Manager to display all open tasks in the same place, regardless of the type of task. The following types of tasks, if open, are now displayed in the Playbook Task Manager:

  • Account

  • Objective

  • Playbook

  • Success Plan

This enables the customer success manager to view different types of tasks in one place without the need to navigate to different places, resulting in a single source of truth for all of your tasks. For more information, see Using the Playbook Task Manager.

Enhanced Record Creation

We've enabled customer success managers and leaders to view and specify more information when creating records in Customer Success Cloud.

Customizing Search Windows

Administrators can now set up additional custom columns to display in the tables in the following record search windows:

  • Select Objective
  • Select Playbook
  • Select Success Plan

This enables customer success managers and leaders to view more information about the records they want to select in the creation and edit windows. Previously, only the respective object name columns were displayed in these search windows. To support this, we've added:

  • New field sets, which define the additional columns available in the record search windows for the Objective, Playbook, and Success Plan objects.
  • The CS Cloud Record Search Window Settings custom setting, which controls the field sets used to define the table columns in the record search windows.

The record search windows can be accessed by clicking Show All Results for “ ” in the Objective, Playbook, and Success Plan lookup fields while creating or editing CS activities, objectives, playbooks, and playbook tasks.

For more information, see:

Creating Objectives from Flows

You can now optionally specify a parent account ID when using the ActionCOFT custom action to create objectives from templates. This enhances the creation of objectives from templates in the Salesforce Flow Builder.

For more information, see Custom Actions.

Enhancing Activity Tracker

Administrators can now set up additional fields to display in the record details panel of Activity Tracker on activity cards. This enables customer success managers and leaders to view the fields relevant to their business in the panel, which they can open by clicking Show Details on the tracker's activity cards. Previously, the fields in the panel were fixed and couldn't be customized. To support this, we've added:

  • New field sets to the CS Activity, Objective, Playbook, Playbook Task, and Success Plan objects. Administrators can use these field sets to define the fields they want to display in the panel.
  • New custom setting fields to the CS Cloud Record Details Panel Settings custom setting. Administrators can use these fields to control the behavior of the new field sets.

In addition, we've renamed the existing CS Cloud Record Details Panel Settings custom setting fields that define the fields displayed in the Record Details panel of Success Tracker. The new names make it easier for administrators to differentiate between the settings that define the fields in Activity Tracker and Success Tracker.

For more information, see:

Enhancing Creation of CS Activities

We've made enhancements to enable users to attach files to CS activities. We've also enabled administrators to set up additional fields to display in the record details panel of Activity Tracker.

CS Activity Attachments

Customer success managers and leaders can now attach documents, images, and other files to CS activities in Activity Tracker. This enables them to easily link any additional information they want to CS activities, making Activity Tracker even more flexible. To upload, preview, and delete attachment files in Activity Tracker, they can now use the new Manage Attachments window. This window can be opened using the Manage Attachments action in the Actions drop-down menu on Activity Tracker CS activity cards. They can now also view CS activity attachment files on CS activity record pages, in the new Files related list in the Related tab. This feature supports all file types that Salesforce supports.

For more information, see:

Saving CS Activities as Drafts

Customer success managers can now save CS activities as drafts, which they can continue to edit until they're ready to save them as new CS activities. Draft CS activities are only accessible in the Draft Activities section in Activity Tracker. To save a CS activity as a draft, it must be created in the Create CS Activity window and have a date and summary. Saving a draft CS activity as a new CS activity deletes the draft version. Previously, it wasn't possible to save CS activities as drafts, and all CS activities were included in both the CS Activities tab and the monthly sections in Activity Tracker.

To support this, we've added:

  • The Save as Draft button to the Create CS Activity window. You can use this button to save a CS activity you're creating as a draft or any additional changes made to a draft activity.
  • The Draft Activities section to Activity Tracker. In this section, the current user can view the draft CS activities created on the same computer, using the same browser.

We've also removed the object names from the labels of the buttons used for editing and deleting activities in Activity Tracker for consistency.

For more information, see:

CS Activity Contact Filtering

We've enabled customer success managers to select CS activity contacts more easily. Now, when creating CS activities:

  • The available contacts are automatically filtered by the selected account. In addition, contacts not associated with any account are also displayed.
  • If you select a contact before selecting an account, the account is now automatically populated based on the selected contact.
  • The Contact field now also displays contact job titles in addition to contact names and accounts.
  • You can now search for a specific contact using its title or account.
  • A new validation rule in the Activity Contact object ensures that the accounts associated with the contact and CS activity are the same.

For more information, see CS Activities Overview and Creating CS Activities.

Enhancing Value Tracker

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

KPI Cards

We've introduced KPI cards to enable customer success managers to view the overall progress of objective KPIs in Value Tracker. These cards are displayed in the new CSC Objective KPI Highlight Cards Lightning component, which is available in the Value Tracker tab on success plan record pages. The following KPI cards are available:

  • Overall Objective KPI Progress: The percent completion of objective KPIs related to the success plan you are viewing.
  • Objective KPIs Completed: The count of objective KPIs with a status of Completed and related to the success plan you are viewing.
  • Objective KPIs Overdue: The count of objective KPIs with a status of Overdue and related to the success plan you are viewing.
  • Objective KPIs Not Available: The count of objective KPIs with a status of Not Available and related to the success plan you are viewing.

In addition, when grouping columns in Value Tracker, you can now use Collapse All or Expand All to collapse or expand all groups in the grid.

For more information, see:

Additional Fields in Value Tracker

Administrators can now set up additional custom fields to display in Value Tracker. This enables customer success managers to view more information about their objective KPIs. To support this, we've added the Additional Objective KPI Fields property to the CSC Value Tracker Lightning component. This property can be used to select the objective KPI field set that defines the additional fields to display in Value Tracker.

Administrators can now also set up additional custom fields to display in the Filters panel of Value Tracker. This enables customer success managers to filter their objective KPIs more efficiently. To support this, we've added:

  • The Value Tracker Filters Panel Fields field set, which defines the additional fields available in the Filters panel.
  • The Value Tracker Filters Panel Fields custom setting field to the CS Cloud Filter Settings custom setting, which contains the name of the field set that defines the additional fields displayed in the Filters panel.

Finally, we've added the new Component Height property to the CSC Value Tracker component. This property enables administrators to specify a height for Value Tracker.

For more information, see:

Objective KPI Analytics

To enhance the way customer success managers use the Objective KPI Trending dashboard, we've added:

  • New fields to the Customer Success Cloud dataset
  • Additional fields to the tooltips in the Objective KPI Progress Trending Over Time chart
  • A button that enables you to access the Objective KPI Trending Dashboard topic in the Certinia Help

We've also:

  • Replaced the Objective KPI Description filter option with the Objective KPI title option
  • Removed template records from the dashboard filters
  • Deprecated the Objective KPI Value KPI and Success Plan Annual Revenue fields in the Customer Success Cloud dataset

For more information, see:

Linking Objective KPIs to Health Score Metrics

Customer success managers can now link objective KPIs to health score metrics. They can use it to facilitate automatic population of metric account values based on objective KPI value updates in their custom flows and processes. To support this, we've added the Customer Success Metric field to the Objective KPI object.

We've also added the Objective KPI Title to the Objective KPI object, which helps identify individual objective KPI records. This field is mandatory when creating objective KPIs. Finally, Value Tracker now supports editing of lookup values in lookup columns derived from field sets.

For more information, see:

Objective KPI Progress

To maintain accurate progress values in objective KPI value records, we've added the following fields to the Objective KPI Value object:

  • Baseline Value
  • Current Value
  • Target Value

Previously, these records only stored the progress update date, time, and percent completion of their related objective KPIs.

For more information, see Objective KPI Value Fields.

Mass Allocate Resources to Playbooks

We've added the Mass Allocate Playbooks button to the Customer Success Management Workspace Actions component. Customer success managers can now automatically allocate resources to all unallocated playbooks or a selected subset using the Mass Allocate Playbooks window. This resolves the previous limitation of allocating resources to only one playbook at a time.

The Unallocated Playbooks table in the Mass Allocate Playbooks window displays the following playbooks:

  • Active
  • Non-template
  • Unallocated

You can use the Filters panel in the Mass Allocate Playbooks window to narrow down an extensive list of unallocated playbooks. The Unallocated Playbooks table contains multiple playbooks, so you can filter them based on role, region, account, playbook, and dates to find specific playbooks.

Additionally, can now receive notifications regarding the success or failure of the playbook allocation. This ensures visibility into the process and enables you to rectify any errors and allocate resources for failed playbooks.

Administrators can set up additional custom fields to display in the Unallocated Playbooks table column and the Filters panel on the Mass Allocate Playbooks window. This enables customer success managers to view only the fields relevant to their needs and remove the fields that they don't use. To support this, we've added the following field sets that enable you to define the additional columns and fields you want to display:

  • Mass Allocate Playbook Table Columns
  • Mass Allocate Playbooks Additional Filter Fields

To control the behavior of the Mass Allocate Playbooks Additional Filter Fields field set, you can now use the Mass Allocate Playbooks Filter Fields under the CS Cloud Filter Settings custom setting.

For more information, see Playbooks Overview, Mass Allocate Playbooks Window Fields, and Playbook Field Sets.

Resource Allocation via APIs

We’ve made the following enhancements for resource allocation via APIs.

Auto-Allocation of Resources on Playbook via APIs

We've added the AutoAllocateService API, which enables resource automatic allocation for playbooks and supports mass allocation. This API includes the following request and response:

  • AutoAllocateRequest: The request object passed to the service to automatically allocate resources to a playbook.
  • AutoAllocateResponse: The response object returned from the service after automatically allocation is performed on a playbook.

We've also updated the automatic allocation process for multiple playbooks. Instead of failing for all playbooks when encountering an issue, we've introduced a provision for partial updates. We’ve also added the Auto-Allocate Resources to Playbooks invocable method, which helps in automatically allocating resources to the playbook from flows.

For more information, see Considerations for the AutoAllocateService Invocable Action and Permission Sets and Other Technical Documentation.

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

We’ve updated the following APIs to run synchronously while creating an objective, playbook, and success plan from template:

  • CreateObjectiveFromTemplateRequest
  • CreatePlaybookFromTemplateRequest
  • CreateSuccessPlanFromTemplateRequest

In these APIs, we've added a new constructor to take an option from the user to set IsSynchronousProcess to true. That option is of enum type with a newly added value IS_SYNCHRONOUS_PROCESS. To execute the process asynchronously, either use the constructor without any options or pass the option without a value for IS_SYNCHRONOUS_PROCESS.

Additionally, we’ve introduced a new invocable variable, IS_ASYNCHRONOUS_PROCESS, which has a default value of true. This enables you to create an objective, playbook, and success plan from a template asynchronously. If you make its value false, then the process runs synchronously. This variable can be used in the following:

  • ActionCPFT
  • ActionCOFT
  • ActionCSPFT

For more information, see the Permission Sets and Other Technical Documentation

Time Entry

We've introduced the following objects to enable customer success managers to log worked time against objectives and success plans:

  • Objective Time

  • Success Plan Time

Objectives and success plans now display in the Time Entry Grid within the hierarchy. When you enter time for a record associated with a success plan and an objective, the time rolls up and is included in the total time for the day. For example, when you enter time for a playbook record, the added time is also reflected in the associated success plan and objectives total time for the day.

If you delete an account from the grid, any associated objective or success plan time records are also deleted. When you delete an objective or success plan time record from the grid, any associated playbook and playbook tasks also have their time deleted.

You can add success plans and objectives to the timesheet in the Add Records to Timesheet window. The results displayed in the grid in the Add Records to Timesheet window are contextual to the record you clicked Add Records from. For example, when you click Add Records from a success plan record, the grid displays child records associated with that success plan such as objectives, playbooks, and playbook tasks.

We've also added the new CS Cloud Time Entry Settings custom setting that contains the Show Objective Time and Show Success Plan time custom setting fields which provides administrators with the ability to show and hide objectives and success plans from the Time Entry Grid. By default, this is turned off and therefore enables customer success managers to enter time for accounts, playbooks, and tasks without having to select success plans and objectives each time they enter time. If these custom settings fields are enabled at any point, rolled up time from associated child records automatically displays in the records total daily time. It also contains the Task Time Entry Mode custom setting field, which provides you with the option to lock parent records so that you can only edit playbook task and miscellaneous record rows in the Time Entry Grid. You cannot enter time against parent records or in the CS timecard header rows. Time continues to roll up to associated parent records regardless of if this setting is enabled.

The Objective Time and Success Plan Time objects are included in the Time Management reports.

For more information, see:

You can use the new Submit and Recall buttons to submit and recall timecards. Submitted timecards are included in Salesforce reporting. When a timecard is submitted it can't be edited in the Time Entry Grid. To edit a submitted timecard in the Time Entry Grid, you must first recall it. To support this feature, we've added the new Submitted checkbox to the CS Timecard object.

For more information, see Submitting and Recalling Timecards in Time Entry Grid, Time Entry Grid Lightning Component Fields, and CS Timecard Fields.

We've added the new Work Week Start Day field to the CS Cloud Resource object which enables you to set the week start day for each resource. The columns in the Time Entry Grid respect the preferred start day. If you switch resources in the grid, then the columns update to respect the preferred day of the new resource.

If CS timecards have been saved with a different work week start day than the one you’re currently using, CS timecard data is not longer visible for the previous start date in the Time Entry Grid. These saved CS timecard records still exist but are no longer visible in the Time Entry Grid.

The date picker in the Copy Timecards window and in the Timesheet Date window respect the resources' work week start day and automatically display the week start date rather than the specific date selected.

We've also updated the Work Hours field on the CS Resource object to Weekly Work Hours. This provides you with further context about what the field represents.

For more information, see CS Cloud Resource Fields.

We've added the Estimated Hours field to the following objects:

  • Objective

  • Success Plan

  • Playbook

  • Playbook Task

The Estimated Hours field enables you to view and update the estimated hours for the record. This value does not include rolled up time from any other records associated with the record you're viewing.

For more information, see:

We've also updated Time Management reports to only report on time which has been submitted. Submitted time which has been subsequently recalled won't appear in the Time Management reports. This enables you to get accurate reports on submitted time in Customer Success Cloud. For more information, see Time Management Reports.

To ensure that all terminology is clear in the Time Entry Grid, we've renamed the following buttons:

  • Add Account Time to Add Accounts

  • Add Time to Add Records

  • Add Miscellaneous Time to Add Miscellaneous Records

For consistency, we've also renamed the following windows:

  • Add Time to Timesheet to Add Records to Timesheet

  • Add Account Time to Timesheet to Add Accounts to Timesheet

We've made the following enhancements to the Time Entry Grid to group actions, better display data, and to provide you with relevant information after applying actions:

  • We've introduced the option to view the Time Entry Grid in an expanded display. This enables you to view the grid in full screen so that you can easily consume the data.

  • The Add Accounts and Add Miscellaneous Records buttons are now accessed from the Add time button in the toolbar.

  • Added a total row to the grid that displays the total hours logged for the day, and for the week.

  • Added the Status column to the grid, which displays the status of the CS timecard.

  • Added an information message indicating when there are no changes to save.

  • Now, when there is no time entered for a week an illustration and message appears. The Add Accounts button also displays enabling you to open the Add Accounts to Timesheet window to add accounts for the week.

  • Records are now collapsed by default. The last previous state is saved to local storage. If you add new child records, their parents automatically expand enabling the newly added records to display.

We've made the following enhancements to the Add Accounts to Timesheet window accessed from the Time Entry Grid:

  • Added the Customer Success Segment filter field to the Filters panel enabling you to filter the grid by segments. The segments column has also been added to the grid in the window so that you can quickly identify the segments the account belongs to.

  • The user you're entering time for now displays in the header of the window.

  • The CS Cloud Resource filter field is automatically populated with the user you're currently entering time for.

We've made the following enhancements to the Add Records to Timesheet window accessed from the Time Entry Grid:

  • Added the new Resource column to the grid which enables you to quickly identify the relevant playbook owner or task assignees.

  • Added the Filters panel to the window, providing you with options to refine the data displayed in the grid.

We've also added the Copy Timecards button which opens the Copy Timecards window enabling you to select the week start date of the timecards you want to copy. When you click Copy, the timecards from the specified week are copied to the current week.

For more information, see:

Finally, the CS Timecard object has been added to the CS Cloud Core Analytics permission sets.

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.