Upgrading to Customer Success Cloud September 2025

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

Auto-Allocation and Skills Management for Success Plans

Role and Region on Success Plan

Upgrade Steps

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

Upgrade Steps for September 2025
Action Further Information

Ensure users have Read and Edit permissions for the following fields in the Success Plan object:

  • Role
  • Region
 For more information about setting up permissions, 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 September 2025
Object Field Description Further Information
Success Plan Region The region associated with success plan. Success Plan Fields
Role The resource role associated with the success plan.

Success Plan Customer Success Resource

Upgrade Steps

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

Upgrade Steps for September 2025
Action Further Information
Ensure users have Create, Read, Update, and Delete permissions to the Success Plan Customer Success Resource object. For more information about setting up permissions, see the Salesforce Help.

Ensure users have Read and Edit permissions for the following fields in the Success Plan Customer Success Resource:

  • Active
  • End Date

Included in This Feature

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

Objects
Objects Added in September 2025
Object Description  
Success Plan Customer Success Resource Records and maintains information related to resource allocation and success plan updates. Success Plan Customer Success Resource Fields
Custom Settings
Custom Settings Added in September 2025
Custom Setting Field Description Further Information
CS Cloud Process Settings Bypass Success Plan CS Resource Trigger If selected, disables the trigger for success plan CS resource. Custom Settings

Auto-Allocating Resources to Success Plans

Upgrade Steps

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

Included in This Feature

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

Lightning Component
Lightning Component Updated in September 2025
Component Update Description Further Information
CSC Resourcing The component has been updated and now displays a Auto-Allocate button to help auto-allocate CS resource to a success plan record. CSC Resourcing Lightning Component Fields

Auto-Allocating Resources to Success Plans via APIs

Upgrade Steps

No upgrade steps are required to upgrade this feature to September 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 September 2025
Custom Action Invocable Apex Class Purpose Further Information
Auto-allocate resource to a success plan ActionAutoAllocateSuccessPlan To auto-allocate a resource to a success plan. Custom Actions

Success Plan Skill

Upgrade Steps

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

Upgrade Steps for September 2025
Action Further Information
Ensure users have Create, Read, Update, and Delete permissions to the Success Plan Skill object. For more information about setting up permissions, see the Salesforce Help.

Ensure users have Read and Edit permissions for the following fields in the Success Plan Skill object:

  • CS Skill Set
  • Minimum Rating

Included in This Feature

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

Objects
Objects Added in September 2025
Object Description  
Success Plan Skill Stores the relationship between the Success Plan and CS Skill objects. Used to determine the skills a resource must have to be suitable for allocation to a success plan. Success Plan Skill Fields

Enhance CS Cloud Core Analytics Recipes and Datasets

Upgrade Steps

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

Upgrade Steps for September 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.

Recipes

Recipes Added in September 2025
Recipe Further Information
Health Score CS Cloud Analytics Data Reference

Datasets

Datasets Updated in September 2025
Dataset Further Information
Customer Success Cloud CS Cloud Analytics Data Reference

Enhance Time Entry Experience

Upgrade Steps

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

Improve Efficiency with Enhanced Playbooks and Tasks

Identify Non-Editable Cells in the Playbook Task Manager

Upgrade Steps

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

Use the Playbook Task Manager on Record Pages

Upgrade Steps

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

Upgrade Steps for September 2025
Action

Further Information
Add the CSC Playbook Task Manager Lightning component to the record pages you want in the Lightning App Builder. For more information about adding Lightning components to record pages, see the Salesforce Help.

Manage Playbook Tasks of Inactive Playbooks

Upgrade Steps

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

View Only Tasks with a Status in the Playbook Task Manager

Upgrade Steps

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

Upgrade Steps for September 2025
Action

Further Information

Specify new values in the Status field for playbook tasks that currently have no status value.

Note:

Playbook tasks with no status are not displayed in the Playbook Task Manager's Task Board view.

Editing Playbook Tasks

Leverage AI to Provide Qualitative and Actionable Summaries and Communications

Early Adopter

Upgrade Steps

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

Upgrade Steps for September 2025
Action Further Information
Assign Apex class permissions to the PlaybookSummaryController to users you want to enable to use the Certinia Summary on playbook record pages. Permission Sets and Other Technical Documentation

Manage AI Summaries

Early Adopter

Upgrade Steps

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

Upgrade Steps for September 2025
Action Further Information

Install the AI Core package.

 For more information, see the Salesforce Help.
Assign the Certinia AI Prompt Builder Configuration permissions to users you want to configure the prompt used to generate executive briefings. Permission Sets and Other Technical Documentation

Manage Value with Enhanced Flow and Analytics

Upgrade Steps

No upgrade steps are required to upgrade this feature to September 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 September 2025
Custom Setting Field Description

Further Information
CS Cloud Record Details Panel Settings Activity Tracker Objective KPI Fields The API name of the field set that defines the objective key performance indicator fields displayed in the record details panel of Activity Tracker. Custom Settings

Field Sets

Field Sets Updated in September 2025
Object Field Set Description

Further Information
Objective KPI Activity Tracker Objective KPI Fields Defines the objective key performance indicator fields to display in the record details panel of Activity Tracker. Objective KPI Field Sets

Refine Displayed Records with Enhanced Filtering

Filter Records by Multiple Values in the Filters Panels

Upgrade Steps

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

Save and Apply Filter Sets Outside App Pages

Upgrade Steps

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

Upgrade Steps for September 2025
Action

Further Information
Add the SObject field to the page layouts of the Filter Set 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 September 2025
Object Field Description Further Information
Filter Set SObject For system use. Used to determine the API name of the SObject the filter set applies to. Filter Set Fields
Page Layouts
Page Layouts Updated in September 2025
Object Page Layout Description Further Information
Filter Set Filter Set Layout This page layout now includes the SObject field added in this release. Filter Set Fields
List Views
List Views Updated in September 2025
Object List View Description Further Information
Filter Set All This list view now includes the SObject field added in this release. Filter Set Fields
Permissions
Permission Sets Updated in September 2025
Permission Set Further Information
CSC - Customer Success
CSC - Participant User

Focus on Your Accounts and Records during Record Creation and Editing

Upgrade Steps

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

Included in This Feature

Custom Settings
Custom Setting Fields Added in September 2025
Custom Setting Field Description Further Information
CS Cloud Record Search Window Settings Account Search Window Columns The API name of the field set that defines the table columns displayed in the Select Account window. Custom Settings
Field Sets
Field Sets Added in September 2025
Object Field Set Description Further Information
Account Account Search Window Columns Used to display columns in the table in the Select Account window. Account Field Sets

View Insights Into Your Products and Objects

Upgrade Steps

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

Upgrade Steps for September 2025
Action Further Information

Add the Account Grid to the product record page.

 Customer Success Cloud Lightning Components

Included in This Feature

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

Objects

Objects Added in September 2025
Object Further Information
Account Product Account Product Fields
Objects Deprecated in September 2025
Object Further Information
Product Relationship Instance Deprecated Elements

Field Sets

Field Sets Added in September 2025
Field Set Further Information
Add Accounts to Product Filter Fields Account Field Sets
Add Accounts to Timesheet Filter Fields

Custom Setting Fields

Custom Setting Fields Added in September 2025
Custom Setting Custom Setting Field Further Information
CS Cloud Filter Settings Add Accounts to Product Filter Fields Custom Settings
Add Accounts to Timesheet Filter Fields

Release Content

Upgrade Steps

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