New Features and Enhancements in Customer Success Cloud September 2025

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

If you are upgrading from a previous version, see Upgrading to Customer Success Cloud September 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 September 2025 requires the following Certinia package to be installed: Foundations Winter 2025 or later. You must install this package before installing or upgrading to Customer Success Cloud September 2025.

Auto-Allocation and Skills Management for Success Plans

We've made the following enhancements to success plans.

Role and Region on Success Plan

We've added Role and Region fields to the Success Plan object. This ensures that customer success managers can identify the best possible resource from a resource pool when performing auto-allocation on a success plan.

For more information, see Success Plan Fields and Auto-Allocating Resources to Success Plans.

Success Plan Customer Success Resource

We've introduced the Success Plan Customer Success Resource object to enhance resource management. This establishes the relationship between success plans and CS Cloud resources, enabling customer success managers to allocate resources efficiently. We have also added a Bypass Success Plan CS Resource trigger field in CS Cloud Process Settings custom setting. It ensures no resource remains unallocated for long and prevents underutilization.

For more information, see Success Plans Overview, Success Plan Customer Success Resource Fields and Auto-Allocating Resources to Success Plans.

Auto-Allocating Resources to Success Plans

We've introduced auto-allocation for success plan records, which enables you to automatically allocate the most-suitable member from a resource pool to a success plan. Only members who have the same role and region as the success plan can be automatically allocated. To do so, navigate to the Success Plan Owner tab of the record and click Auto-Allocate. Following are the methods for auto-allocation:

  • Ranking Methodology
  • Sequential Auto-Allocation Methodology

For more information, see Resourcing Overview, Auto-Allocating Resources to Success Plans, and CSC Resourcing Lightning Component Fields.

Auto-Allocating Resources to Success Plans via APIs

We've added the autoAllocateSuccessPlan API, which enables automatic allocation of resource for success plans. This API includes the following request and response:

  • AutoAllocateSuccessPlanRequest: The request object passed to the service to automatically allocate resources to a success plan.
  • AutoAllocateSuccessPlanResponse: The response object returned from the service after automatic allocation is performed on a success plan.

We’ve also added the autoAllocate invocable method, which helps automatically allocate resources to the success plan from flows.

For more information, see Permission Sets and Other Technical Documentation and Custom Actions.

Success Plan Skill

We've introduced the Success Plan Skill object, which stores a many-to-many relationship between the Success Plan and CS Skill objects. This skills management feature enables the allocation of CS skills to success plans, which helps determine the skills and competencies a resource must have to be suitable for allocation to a success plan. You can create or edit success plan skills from the Success Plan Skills tab or the Success Plan Skills related list.

For more information, see CS Skills Overview, Success Plan Skill Fields, and Creating a Success Plan Skill.

Enhance CS Cloud Core Analytics Recipes and Datasets

We've created the new Health Score recipe which contains all of the nodes used by the Metrics dataset. The Customer Success Cloud recipe now only contains nodes used by the Customer Success Cloud dataset. This update ensures that recipes are easier to manage, and condensed to contain information suitable for different purposes and datasets in CS Cloud Core Analytics.

We've also updated the output fields included in the Customer Success Cloud dataset to ensure they are clear and relevant to the dataset.

For more information, see CS Cloud Analytics Data Reference.

Enhance Time Entry Experience

We've made various enhancements in time entry to provide a streamlined experience when navigating the Time Entry Grid.

The Add Records button only displays if you have the required create permissions to the objects you want to add records for in the Time Entry Grid. For example, you must have create permissions to playbook tasks in order to access the Add Records button on a playbook row. Similarly, when you don't have permission to update fields in the grid, the corresponding cell is locked. This ensures that you only have access to actions you can perform.

Now, submitted CS timecards can't be deleted. In order to do so, you must first recall the CS timecard.

We've added tooltips to the Add Records to Timesheet window, which provide you with further detail directly from the window.

Finally, we've enhanced viewing the Time Entry Grid in full screen view, ensuring that the grid spans the entire height of the screen.

For more information, see Using the Time Entry Grid.

Improve Efficiency with Enhanced Playbooks and Tasks

We've made updates to playbooks and playbook tasks, making them even more intuitive and efficient for you to use. These changes are designed to streamline your workflow so that you can focus more on your customers and less on administrative tasks.

Identify Non-Editable Cells in the Playbook Task Manager

We've enhanced the List view of the Playbook Task Manager grid to display Indicates a non-editable cell on any cells that users lack permission to modify. Customer success managers, leaders, and participant users can now easily identify non-editable fields and avoid unsuccessful modification attempts.

For more information, see Playbook Task Manager Overview.

Use the Playbook Task Manager on Record Pages

Customer success managers and leaders can now use the Playbook Task Manager on record pages to view, add, edit, delete, flag, and pin playbook tasks from additional locations in their orgs. Previously, the Playbook Task Manager was available only on the account and playbook record pages and app pages. This enhancement now enables them to use playbook tasks to more easily drive action, allocate resources, and collaborate.

For more information, see Playbook Task Manager Overview.

Manage Playbook Tasks of Inactive Playbooks

We've enabled customer success managers and leaders to:

  • View playbook tasks associated with inactive playbooks in the Playbook Task Manager displayed on inactive playbook record pages

  • Select inactive playbooks when creating or editing playbook tasks and CS activities in the following windows:

    • Create Playbook Task and Edit Playbook Task
    • Create CS Activity and Edit CS Activity

This enables customer success managers and leaders to efficiently manage inactive playbooks and their associated tasks:

  • In the Playbook Task Manager
  • While creating and editing playbook tasks and CS activities

Previously, it wasn't possible to associate playbook tasks and CS activities with inactive playbooks.

For more information, see:

View Only Tasks with a Status in the Playbook Task Manager's Task Board View

We've enhanced the Playbook Task Manager's Task Board view to only display playbook tasks with a defined status. This helps customer success managers, leaders, and participant users work more efficiently by focusing on actionable tasks, such as those with a status of "Planned," "Started," or "Blocked." To support this change, we've made the following changes to the Task Board view:

  • Playbook tasks with a "--None--" status are no longer displayed
  • The "--None--" column has been removed
  • The "--None--" status is no longer available as a filter option

For more information, see Playbook Task Manager Overview.

Leverage AI to Provide Qualitative and Actionable Summaries and Communications

Early Adopter

You can now use AI Summaries: CS Activities on a playbook record page to generate an AI summary for the playbooks' account. The generated summary provides you with an overview of the playbook in addition to a health score, case, and activity summary for the playbook. This enables customer success managers to gain a quick understanding of the accounts' status and next steps, without the requirement of manually finding the key information.

For more information, see CS Activity AI Summaries Overview and Generating CS Activity AI Summaries

Manage AI Summaries

Early Adopter

You can now configure the prompt used to generate executive briefings, by managing the parameters that determine the specific fields and related list records that are referenced by the summary.

Prompt configurations are managed in the AI Prompt Configuration Builder. For more information, see Configuring the CSC Executive Briefing Configuration.

Manage Value with Enhanced Flow and Analytics

We've enabled customer success managers to manage objective KPIs in Activity Tracker. They can now view, filter, and delete their objective KPIs with a target date in the next seven days in the tracker. This enhancement provides customer success managers with another way of managing their objective KPIs to facilitate reporting to internal and external stakeholders, saving time, operational cost, and improving customer satisfaction.

To support this, we've added:

  • The Activity Tracker Objective KPI Fields field set to the Objective KPI object. Administrators can use this field set to define the objective KPI fields displayed in the record details panel of Activity Tracker.
  • The Activity Tracker Objective KPI Fields field to the CS Cloud Record Details Panel Settings custom setting. Administrators can use this field to specify the name of the field set that defines the objective KPI fields displayed in the record details panel of Activity Tracker.

For more information, see:

Refine Displayed Records with Enhanced Filtering

We've made significant enhancements to the filtering experience in Customer Success Cloud. Our goal is to enable you to focus on the customer information most relevant to you, making it easier to plan and prioritize your work.

Filter Records by Multiple Values in the Filters Panels

We've enhanced the Filters panels to enable customer success managers and leaders to select multiple values in the following filter fields:

  • Industry in Account Grid
  • Type in Activity Tracker
  • Role in the Allocate Resources window
  • Status in the Playbook Task Manager and Success Tracker
  • Category in Value Tracker

By selecting multiple values in the Filters panel, they can now view a broader selection of records more easily. Previously, they could only select a single value in these filter fields, which made the filtering less flexible.

For more information, see:

Save and Apply Filter Sets Outside App Pages

We've enhanced the Filters panel to support filter sets in:

  • Activity Tracker, History Tracker, Success Tracker, and Value Tracker on record pages
  • The Playbook Task Manager on record pages
  • The Add Team Members, Allocate Resources, and Mass Allocate Playbooks windows

This enhancement provides customer success managers, customer success leaders, and participant users with greater flexibility and efficiency in the context of individual records because now they can:

  • Create and manage filter sets outside app pages
  • Reuse filter sets between app and record pages

In the Filters panel, they can use:

  • The Saved Filters field to create and apply filter sets directly from the feature they're using.
  • Settings to manage their filter sets. This enables them to edit, delete, and set and remove filter sets as the default ones.

To support this, we've added the SObject field to the Filter Set object. This field is for system use and is used to determine the SObject the filter set applies to.

For more information, see:

Focus on Your Accounts and Records during Record Creation and Editing

Customer success managers and leaders can now use the new My Accounts checkbox to refine accounts and their associated records in the following windows:

  • Create CS Activity and Edit CS Activity
  • Create Objective and Edit Objective
  • Create Playbook and Edit Playbook
  • Create Playbook Task and Edit Playbook Task
  • Create Success Plan, Create Success Plan from Opportunity, and Edit Success Plan

Using this checkbox, they can now quickly view, search for, and select only the accounts where they're a resource, along with their associated records, without having to search through unrelated data. Previously, it wasn't possible to refine accounts and their associated records in these windows.

To support this, we've added:

  • The Account Search Window Columns field set to the Account object. Administrators can use this field set to define the columns in the Select Account window's table.
  • The Account Search Window Columns field to the CS Cloud Record Search Window Settings custom setting. Administrators can use this field to specify the API name of the field set that defines the table columns displayed in the Select Account window.

For more information, see:

View Insights Into Your Products and Objects

We've created the Account Product object which stores the relationship between accounts and products. You can create new account product records from the Account Products tab. We've added a validation rule during account product creation to ensure that the Product field is populated.

You can now access the Account Grid from product record pages if your administrator has added it to the page. When accessing the Account Grid from a product record page, the grid automatically refines to only display accounts that are associated with the product you're currently viewing. You can add more accounts to the product using the Add Accounts button. When you add accounts to the product, account product records are created.

We've made the following enhancements to the Filters panel when using the Account Grid and Success Tracker:

  • Added the ability to filter by product when using the Account Grid.

  • Added the ability to filter by product when using Success Tracker. When filtering by product in Success Tracker, the results are refined at account level.

We've added the following field sets that define the additional fields that display in the Filters panel in the Add Accounts to Product window and the Add Accounts to Timesheet window respectively.

  • Add Accounts to Product Filter Fields

  • Add Accounts to Timesheet Filter Fields

Finally, we've deprecated the Product Relationship Instance object as it was for system use only, and is therefore obsolete. No existing functionality is affected by its deprecation. It will be removed in a future release.

For more information, see:

Release Content

We want to help you find all of the information and resources that you need to use our products effectively.

Certinia Academy

If you want to learn more about the new features in this release, see the CS Cloud - September 2025 Release Highlights Certinia Academy module. This module will guide you through the new features in Customer Success Cloud.

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.