Upgrading to Customer Success Cloud Summer 2025

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

AI Summaries

Note:

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

Upgrade Steps

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

Upgrade Steps for Summer 2025
Action Further Information
Complete the CS activity AI summaries setup steps to use the Generate Executive Briefing action in the Actions panel on account record pages. Setting Up CS Activity AI Summaries

Included in This Feature

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

Actions

AI Actions Added to the Actions Panel in Summer 2025
Action Further Information
Generate Executive Briefing Customer Success Cloud Actions Lightning Component Properties

Customer Success Resource Management Reports and Dashboard

Upgrade Steps

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

Upgrade Steps for Summer 2025

Action

Further Information
Ensure you have the appropriate permissions to access the CSC: Resource Management report folder. For more information about setting up permissions to report folders, see the Salesforce Help.
[Optional] Add the Resource Management dashboard to the Customer Success Management Workspace where you want to embed it. Customer Success Management Workspace

Included in This Feature

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

Dashboards

Dashboards Added in Summer 2025

Dashboard

Description

Further Information
Resource Management Dashboards Tracks estimated and actual hours, resource allocation by account, utilization trends, and timecard variance to monitor workload distribution and optimize resource planning. Resource Management Dashboard

Demonstrating Value Across the Customer Journey

Upgrade Steps

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

Upgrade Steps for Summer 2025
Action

Further Information
Regenerate your CS Cloud Core Analytics app. Creating a CS Cloud Core Analytics App

Enhancing Activity Tracker

Viewing Activities from the Last Five Years

Upgrade Steps

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

Viewing CS Summary Activities

Upgrade Steps

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

Filtering CS Activity Record Types

Upgrade Steps

Upgrade Steps for Summer 2025
Action

Further Information
Create custom record types in the CS Activity object for specific user profiles and then assign specific page layouts to the new record types. Setting up Customer Success Cloud
Add the Record Type field to the Activity Tracker Filters Panel Fields field set in the CS Activity object. For more information about customizing field sets, see the Salesforce Help.

Enhancing Creation of CS Activities

Upgrade Steps

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

Upgrade Steps for Summer 2025
Action

Further Information

Add the Activity Actions utility item to the utility bar of a cloned unmanaged app.

Note:

Set the Activity Actions' panel width to 400 pixels or more for correct content display.

 For more information about cloning apps and customizing the utility bar, see the Salesforce Help.

Included in This Feature

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

Lightning Components

Lightning Components Added in Summer 2025
Component Description

Further Information
Activity Actions Enable users to create different types of activity records throughout the app. Activity Actions Lightning Component Fields

Enhancing History Tracker

Upgrade Steps

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

Enhancing Team Overview Dashboard

Upgrade Steps

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

Enhancing Value Tracker

Value Tracker in Experience Cloud

Upgrade Steps

Upgrade Steps for Summer 2025
Action

Further Information
Add the CSC Value Tracker component to your Experience Cloud site. Setting up Customer Success Cloud
Add the External field to the page layouts of the Objective KPI 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 Summer 2025
Object Field Description Further Information
Objective KPI External If selected, the objective key performance indicator is marked as external and is available for external access. Objective KPI Fields
Customer Success Cloud Output Fields Added in Summer 2025
Field Type Field Label Field API Name Description Further Information
Dimension Objective KPI Is External ObjectiveKpiIsExternal Indicates whether the objective KPI is external. Customer Success Cloud Output Fields

New Statuses and Highlight Cards

Upgrade Steps

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

Upgrade Steps for Summer 2025
Action

Further Information

Edit the CSC Objective KPI Highlight Cards component's properties in the Lightning App Builder to select the new highlight cards you want to display, such as:

  • Show Blocked Objective KPIs Card
  • Show Not Started Objective KPIs Card
  • Show Off Track Objective KPIs Card
  • Show On Track Objective KPIs Card
 For more information about the Lightning App Builder, see the Salesforce Help.

Included in This Feature

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

Lightning Component Properties
Lightning Properties Added in Summer 2025
Lightning Component Property Description

Further Information
CSC Objective KPI Highlight Cards Show Off Track Objective KPIs Card Select to display the Off Track Objective KPIs highlight card. Objective KPI Highlight Cards Lightning Component Properties
Show Blocked Objective KPIs Card Select to display the Blocked Objective KPIs highlight card.
Show Not Started Objective KPIs Card Select to display the Not Started Objective KPIs highlight card.
Show On Track Objective KPIs Card Select to display the On Track Objective KPIs highlight card.

Blocking Objective KPIs

Upgrade Steps

Upgrade Steps for Summer 2025
Action

Further Information
Add the Blocked field to the page layouts of the Objective KPI 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 Summer 2025
Object Field Description Further Information
Objective KPI Blocked If selected, the objective key performance indicator's progress is blocked. Objective KPI Fields
Customer Success Cloud Output Fields Added in Summer 2025
Field Type Field Label Field API Name Description Further Information
Dimension Objective KPI Is Blocked ObjectiveKpiIsBlocked Indicates whether the objective KPI is blocked. Customer Success Cloud Output Fields
Custom Settings
Custom Setting Fields Added in Summer 2025
Custom Setting Field Description Further Information
CS Cloud Settings Objective Blocked Statuses The comma-separated values in the objective Status field that set the related objective key performance indicators as blocked. Custom Settings

Associating CS Activities with Objective KPIs

Upgrade Steps

Upgrade Steps for Summer 2025
Action

Further Information
Add the Objective KPI field to the page layouts of the CS Activity 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.

Custom Settings
Custom Setting Fields Added in Summer 2025
Custom Setting Field Description Further Information
CS Cloud Record Search Window Settings Objective KPI Search Window Columns The API name of the field set that defines the table columns displayed in the Select Objective KPI window. Custom Settings
Fields
Fields Added in Summer 2025
Object Field Description Further Information
CS Activity Objective KPI The objective KPI associated with the CS activity. CS Activity Fields
Field Sets
Field Sets Added in Summer 2025
Object Field Set Description

Further Information
Objective KPI Objective KPI Search Window Columns Used to display columns in the table in the Select Objective KPI window. Objective KPI Field Sets
Field Sets Updated in Summer 2025
Object Field Set Description

Further Information
CS Activity Activity Tracker CS Activity Fields The Objective KPI field is now available in this field set. CS Activity Field Sets
Activity Tracker Filters Panel Fields The Objective KPI field is now included in this field set.
Page Layouts
Page Layouts Updated in Summer 2025
Object Page Layout Description Further Information
CS Activity Activity Layout This page layout now includes the Objective KPI field added in this release. CS Activity Fields
Permission Sets
Permission Sets Updated in Summer 2025
Permission Set Further Information
CSC - Analytics Integration User Read Access
CSC - Customer Success
CSC - Participant User

Viewing Objective KPI Record Details

Upgrade Steps

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

Included in This Feature

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

Lightning Component Properties
Lightning Properties Added in Summer 2025
Lightning Component Property Description

Further Information
CSC Value Tracker Hide Record Details Panel Select this field to hide the objective KPI Record Details panel in Value Tracker. Value Tracker Lightning Component Properties
Permission Sets
Permission Sets Updated in Summer 2025
Permission Set Further Information
CSC - Customer Success
CSC - Participant User

Generating Success Plans and Objectives with AI

Note:

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

Upgrade Steps

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

Upgrade Steps for Summer 2025
Action Further Information
Set up Einstein Generative AI in your org. For more information about setting up Einstein Generative AI, see the Salesforce Help.
Add Show Generate Success Plan From Opportunity (AI-powered) to your CSC Workspace Actions. For more information, see the Salesforce Help.

Assign one of the following permission sets to users:

  • Certinia - CSC - Customer Success Manager

  • Certinia - CSC - Participant User

 Fore more information, see the Salesforce Help and Setting up Customer Success Cloud.

Included in This Feature

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

Workspace Actions Lightning Component Properties

Workspace Actions Component Properties in the Lightning App Builder
Field Description
Show Generate Success Plan from Opportunity (AI-powered) Show and hide the Generate Success Plan from Opportunity (AI-powered) action in the Actions panel. This action is available on any record page where the Actions panel is displayed.

Workspace Actions Lightning Component Fields

Buttons in the Actions Components
Button Name Description
Generate Success Plan from Opportunity Generate Success Plan from Opportunity

Opens the Generate Success Plan from Opportunity window where you can create success plans associated with opportunities.

The following fields are AI-generated:

  • Summary

  • Challenges and Risks

Mass Allocate Resources to Playbooks

Upgrade Steps

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

Included in This Feature

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

Custom Settings

Custom Setting Field Added in Summer 2025

Custom Setting

Field

Further Information
CS Cloud Resource Allocation Settings Playbook Mass Allocation Batch Size Custom Settings

Playbook Task Sequencing

Upgrade Steps

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

Upgrade Steps for Summer 2025
Action

Further Information
Assign the CSC - Customer Success permission set to the profiles of the users who are reordering playbook tasks in the Playbook Task Manager.
Assign Read and Write permissions to the Order field in the Playbook Task object to the users who are reordering playbook tasks in the Playbook Task Manager.

Included in This Feature

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

Fields

Fields Added in Summer 2025
Object Field Description Further Information
Playbook Task Order For system use. Used to determine the completion order of the playbook task. Playbook Task Fields

Permission Sets

Permission Sets Updated in Summer 2025
Permission Set Further Information
CSC - Customer Success
CSC - Participant User

Submitted Time Analytics

Upgrade Steps

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

Upgrade Steps for Summer 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 Summer 2025
Recipe Further Information
Time CS Cloud Analytics Data Reference

Datasets

Datasets Added in Summer 2025
Dataset Further Information
Timecards

CS Cloud Analytics Data Reference

Time Entry

Upgrade Steps

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

Upgrade Steps for Summer 2025
Action Further Information
Add the Success Plan Hours and Objective Hours fields to the CS Timecards page layout. For information about adding fields to page layouts, see the Salesforce Help.
Add the Success Plan Times and Objective Times related lists to the CS Timecards page layout. For information about adding related lists to page layouts, see the Salesforce Help.

Release Content

Upgrade Steps

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