Setting up Customer Success Cloud

Before you can use Customer Success Cloud, you must:

  • Assign Customer Success Cloud licenses to your users.
  • Install Foundations Winter 2025 or later.
  • Assign the relevant permissions to your users.
  • [Optional] Customize Customer Success Cloud Lightning components. For more information, see Customer Success Cloud Lightning Components.
  • [Optional] Enable tracking for recommended objects and fields.

  • [Optional] Set up AI Summaries: CS Activities.

  • [Optional] Create Account Customer Success Resource records for existing custom Salesforce User fields.
  • [Optional] Migrate deprecated customer success metric data.
  • [Optional] Create custom record types and assign page layouts to them.
  • [Optional] Customize the creation and edit windows.
  • [Optional] Customize the record search windows

For more information about setting up the Customer Success Cloud- PSA Connector, see Setting up Customer Success Cloud – PSA Connector

Permissions

You can assign the following permission set groups to users for access to Customer Success Cloud:

Customer Success Cloud Permission Set Groups
Permission Set Group Name Description
Certinia - CSC - Customer Success Manager Includes the CSC - Customer Success permission set.
Certinia - CSC - Participant User Includes the CSC - Participant User permission set.

For more information about the permissions included in this permission set group, see Permission Sets and Other Technical Documentation.

Notes:
  • To enable users to create objectives, playbooks, and success plans from templates, you must assign the correct permissions for the Source object to the relevant users. Additionally, users will need permissions for the Source object and its fields for the related objects. For example, when creating an objective, users will need permissions for the Source object and fields for a playbook in addition to the objective. This might require updating the existing permission sets if you are using custom permission sets.
  • You can prevent a user from creating objectives, playbooks, playbook tasks, or success plans in Success Tracker. To do this, remove the Create permission for the relevant object in the permission set assigned to the user.

Setting up Object and Field Tracking for History Tracker

We recommend that you set up object and field tracking to enable users to see the change history for supported objects and fields with tracking enabled in the CSC History Tracker component.

Note:

If you set up additional objects for history tracking in Activity Tracker in January 2025 or earlier, you must set up those objects in History Tracker. From Spring 2025, history tracking is only available in History Tracker.

For more information about:

Setting up AI Summaries: CS Activities

Note:

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

AI Summaries: CS Activities enables you to leverage AI to generate and view summaries of past customer interactions that have been captured on CS activity records, and quickly apply recommended actions to progress the work required.

For more information about setting up AI Summaries: CS Activities, see Setting Up CS Activity AI Summaries.

CS Cloud Core Analytics

For information about setting up CS Cloud Core Analytics, see the following topics:

Create Account Customer Success Resource Records for Custom Fields

  1. Ensure that all users that are customer success managers are correctly linked with a CS Cloud Resource record.

  2. To create account customer success resource records for custom Salesforce user fields on the account record page that surface the account customer success manager, enter and run the following code in developer console.

    Note: Replace Your_CSM_User_Lookup__c with your existing custom user field name before executing the code to generate account customer success resource records for all existing Account CSM relationships.
    Copy 
    final Integer MAX = 5000;
    List<Account> accounts = [
        SELECT Id, Your_CSM_User_Lookup__c
        FROM Account
        WHERE Your_CSM_User_Lookup__c != NULL
        AND Id NOT IN (
            SELECT csc__Account__c
            FROM csc__Account_Customer_Success_Resource__c
        )
        LIMIT :MAX
    ];

    Assert.isFalse(accounts.isEmpty(), 'No Account Customer Success Resources to create.');

    Set< Id> assignedUserIds = new Set<Id>();
    for (Account account : accounts) {
        assignedUserIds.add(account.Your_CSM_User_Lookup__c);
    }

    List<csc__Resource__c> resources = [
        SELECT Id, csc__Salesforce_User__c
        FROM csc__Resource__c
        WHERE csc__Salesforce_User__c IN :assignedUserIds
        LIMIT :MAX
    ];

    Map<Id, Id> resourceIdByUserId = new Map<Id, Id>();
    for (csc__Resource__c resource : resources) {
        resourceIdByUserId.put(resource.Salesforce_User__c, resource.Id);
    }

    List<csc__Account_Customer_Success_Resource__c> accountCSResources = new List<csc__Account_Customer_Success_Resource__c>();
    for (Account account: accounts) {
        csc__Account_Customer_Success_Resource__c accountCSResource = new csc__Account_Customer_Success_Resource__c();
           accountCSResource.csc__Account__c = account.Id;
        accountCSResource.csc__Resource__c = resourceIdByUserId.get(account.Your_CSM_User_Lookup__c);
        accountCSResources.add(accountCSResource);
    }

    insert accountCSResources;
Note: A limit of 10,000 records are created at a time. Repeat the process until you receive the message No Account Customer Success Resources to create.

For more information about executing Anonymous Apex Code, see the Salesforce Help.

Migrating Deprecated Customer Success Metric Data

If you are using deprecated Customer Success Metric data, such as thresholds and weightings, you must migrate it to a default customer success segment. To do it, you must run the following code in the Developer Console.

Note:

This is not required for the initial setup of Customer Success Cloud.

Copy 
// Migrating deprecated Customer Success Metric data, such as thresholds and weightings, to a default Customer Success Segment.

// Change Start Date for Account Customer Success Segment objects to your preferred value.
final Date startDate = Date.newInstance(2024, 1, 1);

// Create a default Customer Success Segment.

final List<csc__Customer_Success_Segment__c> defaultSegments = [
    SELECT Name
    FROM csc__Customer_Success_Segment__c
    WHERE Name = 'Default Segment'
];
// Error out if script is being run repeatedly.
Assert.isTrue(defaultSegments.isEmpty(), 'Expected no existing default segments.');

final csc__Customer_Success_Segment__c defaultSegment = new csc__Customer_Success_Segment__c(
    Name = 'Default Segment'
);

insert defaultSegment;

final Id segmentId = defaultSegment.Id;

// Retrieve data from deprecated fields.

final List<csc__Customer_Success_Metric__c> metrics = [
    SELECT
        Name,
        csc__Description__c,
        csc__Lower_Threshold__c,
        csc__Metric_Type__c,
        csc__Upper_Threshold__c,
        csc__Weighting__c
    FROM csc__Customer_Success_Metric__c
];

// Build and insert Customer Success Segment Metrics looking up to default Customer Success Segment.

final List<csc__Customer_Success_Segment_Metric__c> segmentMetrics = new List<csc__Customer_Success_Segment_Metric__c>();

for (csc__Customer_Success_Metric__c metric : metrics) {
    final csc__Customer_Success_Segment_Metric__c segmentMetric = new csc__Customer_Success_Segment_Metric__c(
        csc__Customer_Success_Metric__c = metric.Id,
        csc__Customer_Success_Segment__c = defaultSegment.Id,
        csc__Lower_Threshold__c = metric.csc__Lower_Threshold__c,
        csc__Upper_Threshold__c = metric.csc__Upper_Threshold__c,
        csc__Weighting__c = metric.csc__Weighting__c
    );
    segmentMetrics.add(segmentMetric);
}

insert segmentMetrics;

// Delete deprecated field values from Customer Success Metrics.

for (csc__Customer_Success_Metric__c metric : metrics) {
    metric.csc__Lower_Threshold__c = null;
    metric.csc__Upper_Threshold__c = null;
    metric.csc__Weighting__c = null;
}

// Build and insert Account Customer Success Segment junction objects to calculate health score in accordance with old metric setup.

final List<Account> accounts = [
    SELECT Id
    FROM Account
    WHERE Id IN (SELECT csc__Account__c FROM csc__Customer_Success_Metric_Account_Value__c)
];

final List<csc__Account_Customer_Success_Segment__c> accountSegments = new List<csc__Account_Customer_Success_Segment__c>();

for (Account account : accounts) {
    final csc__Account_Customer_Success_Segment__c accountSegment = new csc__Account_Customer_Success_Segment__c(
        csc__Account__c = account.Id,
        csc__Customer_Success_Segment__c = segmentId,
        csc__Start_Date__c = startDate
    );
    accountSegments.add(accountSegment);
}

insert accountSegments;

For information about executing Anonymous Apex Code, see the Salesforce Help.

Using Customer Success Cloud Components on Experience Cloud Sites

You can add the CSC Playbook Task Portfolio Grid component to your existing Experience Cloud site to enable your customers to view and edit playbook tasks.

When using the Playbook Task Portfolio Grid on your Experience Cloud site the following buttons are not available:

  • Add Task
  • Delete Tasks
  • Flag Tasks
  1. Click Setup | Feature Settings | Digital Experiences | All Sites.
  2. Click Builder next to the site you want to update.
  3. Click Components. The Components panel opens.
  4. Navigate to the Custom Components section.
  5. Drag the CSC Playbook Task Portfolio Grid onto the page.
  6. Click Publish, then Publish again. You will receive an email confirmation when your changes are live on your Experience Cloud site.

You can configure your Experience Cloud site permissions to control how your customers can interact with playbook tasks. Permissions can restrict some of the functionality, enabling you to protect your data while still enabling the customer to view their tasks, and perform permitted actions enforced by your permission configuration.

For more information about setting up permission sets, see Setting up Permission Sets for Experience Cloud Sites.

You can decide which objects to give your users access to. You must create sharing sets to share the records with your users. A user can only see an object if their profile allows them at least read-only access to it.

To create a sharing set, Navigate to Setup | Feature Settings | Digital Experiences | Settings. For information on how to create a sharing set, search for “Set Up Sharing Sets” in the Salesforce Help.

To share records with your users:

  1. On the Sharing Set Edit page, enter a label in the Label field and accept the default Sharing Set Name. Label is the sharing set label as it appears on the user interface. The Sharing Set Name is the unique name used by the API.
  2. Select the profiles of the users to whom you want to provide access: Customer Community Plus User or Partner Community User.
  3. Select the following objects to grant users access to them:
    • Playbook
    • Playbook Task
    Note:

    If the Playbook Task object does not display, complete the following steps:

    1. Navigate to Setup | Security | Sharing Settings.
    2. Click Edit next to Organisation-Wide Defaults.
    3. Set the Default External Access column to Private for the Playbook Task object.
    4. Click Save .
  4. From the Configure Access section, click Edit next to the Playbook object. The Access Mapping for Playbook window opens. Select the following values from the fields displayed:
    • User: "Account"
    • Target Project: "csc__Account__c"
    • Access Level: "Read Only"
  5. Click Save.

The following table details the minimum required object permissions for a Community user to have access to playbooks and playbook tasks:

Minimum Required Object Permissions for Community Users
Object Minimum Permission
Playbook Read
Playbook Task Read

You can add the CSC Value Tracker component to your existing Experience Cloud site to enable your customers to easily see the progress of their objective KPIs.

For more information about:

Create Custom Record Types and Assign Page Layouts

You can create custom record types in the CS Activity, Objective, Playbook, Playbook Task, and Success Plan objects for specific user profiles and then assign specific page layouts to the new record types. This enables you to control what record types users can create, and what associated fields they can view when creating:

  • A CS activity in the Create CS Activity window or from the CS Activities tab
  • An objective in the Create Objective window or from the Objectives tab
  • A playbook in the Create Playbook window or from the Playbooks tab
  • A playbook task in the Create Playbook Task window or from the Playbook Tasks tab
  • A success plan in the Create Success Plan window, the Create Success Plan from Opportunity window, or from the Success Plans tab

The same associated fields are then also displayed when editing a record in Activity Tracker or Success Tracker, as well as in the CS Activities, Objectives, Playbooks, Playbook Tasks, and Success Plans tabs.

Using custom record types and page layouts ensures 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 are creating

When creating new record types and page layouts, consider the following:

  • The default record type is always displayed first when creating a record.
  • If only one record type has been created for an object, users do not need to select a record type when creating a record.
  • If no record types are available for either a user profile or the currently logged user, the creation windows display the fields according to the Master record type page layout assignment of that record type. This is also the case when the record field in an edit window is blank.
  • A single page layout can be assigned to more than one record type.

  • To display the Record Type field in:

    • The creation windows, you must add the field to the necessary page layouts
    • Activity Tracker's Filters panel, you must add the field to the Activity Tracker Filters Panel Fields field set in the CS Activity object
  • The Opportunity field is always displayed after selecting a record type in the Create Success Plan from Opportunity window even if the field has not been added to the selected record type's page layout.

  • If there are no record types available in your org for the CS Activity, Objective, Playbook, Playbook Task, and Success Plan objects, the fields in their related creation and edit windows use the related field sets.

You can modify the Record Types and Page Layout Assignments settings in Setup | Profiles | System Administrator | Object Settings. For more information, see the Salesforce Help.

Customize the Creation and Edit Windows

Administrators can use the fields of the CS Cloud Create/Edit Field Set Settings custom setting to control the behavior of field sets in the creation and edit windows in Customer Success Cloud. This includes both creating blank records and creating them from templates. Customizing field sets in the creation and edit windows helps reduce the time necessary for customer success managers to make changes in Customer Success Cloud via the Actions panel, Activity Tracker, and Success Tracker.

For more information, see Customizing the Creation and Edit Windows.

Customize the Record Search Windows

Administrators can set up additional custom columns to display in the tables of the following record search windows in Customer Success Cloud:

  • Select Account
  • Select Objective
  • Select Objective KPI
  • Select Playbook
  • Select Success Plan

The record search windows in Customer Success Cloud can be accessed by clicking Show All Results for “ ” in the Account, Objective, Objective KPI, Playbook, and Success Plan lookup fields while creating or editing CS activities, objectives, playbooks, playbook tasks, and success plans. For more information about lookup fields, see Using Advanced Lookup.

Setting up additional columns enables customer success managers and leaders to view more information about the records they want to select in the creation and edit windows.

For more information, see Customizing the Record Search Windows.