New Features and Enhancements in Customer Success Cloud – PSA Connector Summer 2025

The following new features have been introduced in the Summer 2025 release of Customer Success Cloud – PSA Connector.

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

Dependencies on Other Certinia Packages

Customer Success Cloud – PSA Connector Summer 2025 requires the following Certinia package to be installed:

  • Foundations Winter 2025 or later
  • PSA Winter 2025 or later
  • Customer Success Cloud Summer 2025 or later

You must install this package before installing or upgrading to Customer Success Cloud – PSA Connector Summer 2025.

Enhancing PSA Resource Requests

We've made the following enhancements to PSA Resource Requests.

Multiple CS Cloud Projects in PSA

You can now create multiple CS Cloud projects in PSA, which were previously restricted to a single project.

When creating a PSA resource request:

  • You can now select the desired CS Cloud project in the Create PSA Resource Request window.
  • The Region, Practice, and Group fields are read-only and automatically populated based on the selected CS Cloud project.
  • Projects marked as CS Cloud Project and Active are available for selection in the Create PSA Resource Request window.

For more information, see Creating a Customer Success Cloud Project.

Single PSA Resource Request for Consolidated Playbook Task

You can now create a single PSA resource request for consolidated playbook tasks using the Create PSA Resource Request window.

To enable this, ensure that the following are added to the playbook task selection in the Create PSA Resource Request window:

  • Consolidated task based on role and overlapping or adjacent dates.
  • New columns are added:
    • End Date
    • Hours
    • Role
    • Start Date

When a consolidated task is selected, a single PSA resource request is created and associated with all the playbook tasks within that consolidated task. When you go to that resource request and assign a resource, different playbook task assignments are created, but with the same resources. Additionally, customer success managers can view more details about the tasks. For a consolidated task, it displays all the playbook tasks that make up the consolidated task, and for an independent task, it displays only the details of that task. We've also added the Disable Playbook Task Consolidation field in the Customer Success Cloud – PSA Connector Resource Management custom settings to make the consolidation of playbook tasks configurable.

We've also implemented a validation to prevent the creation of a PSA resource request for any tasks exceeding an average of 24 hours per day. Lastly, we've made the following updates to the Resource Request record page's Details tab:

  • Added a non-editable CS Cloud Resource Request field. If selected, it helps a PSA resource manager identify that the resource request was created from a playbook task.
  • Deprecated the Playbook Task field.

For more information, see Creating PSA Resource Requests and PSA Resource Requests Overview.

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 – PSA Connector, see the relevant section of the Known Issues page.