New Features and Enhancements in Customer Success Cloud Summer 2025

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

If you are upgrading from a previous version, see Upgrading to Customer Success Cloud 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 Summer 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 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.

We've made various enhancements to AI summaries to enable you to easily navigate to the summary and apply actions.

You can now generate an executive briefing using the Generate Executive Briefing action in the Actions panel on account record pages. This provides you with access to the action directly from the relevant record page, enabling you to leverage AI to quickly generate an executive briefing of the account.

The CS Activities AI Summary window now also displays all sections of the summary in drop-downs, enabling you to close and open the relevant sections. Any recommended actions that leverage AI to complete the required action are now indicated with the AI sparkle.

For more information, see Customer Success Cloud Actions Lightning Component Properties and Generating CS Activity AI Summaries.

Customer Success Resource Management Reports and Dashboard

We've added Resource Management reports that enable you to save time setting up reports for your org. You can access the following reports from the CSC: Resource Management reports folder:

  • Estimated Playbook/Task Work by Account
  • Resource Allocation
  • Resource Utilization

These reports contain data about CS Cloud resources, providing insights into resource allocation, utilization, and the total work hours for playbooks and playbook tasks for different accounts.

We've also introduced the Resource Management Salesforce Dashboard, which tracks estimated and actual hours, resource allocation by account, utilization trends, and timecard variance. This helps customer success managers to monitor workload distribution and optimize resource planning. This dashboard uses data derived from the reports in the CSC: Resource Management reports folder. The dashboard is designed to be embedded on the Customer Success Management Workspace.

For more information, see Reports Overview, Resource Management Reports, and Resource Management Dashboard.

Demonstrating Value Across the Customer Journey

We've enhanced the Objective KPI Trending dashboard by adding:

  • The Average Objective KPI Progress Bar, which shows the average progress of all objective KPIs, and the corresponding reference line in the Objective KPI Progress Trending Over Time chart
  • The Progress of Individual KPIs bar chart, showing the percent progress of individual objective KPIs
  • The Objective Owner filter in the Filters panel

These enhancements enable customer success managers and leaders to more easily check and refine both the average and individual progress of their objective KPIs.

For more information, see Objective KPI Trending Dashboard.

Enhancing Activity Tracker

We've enhanced Activity Tracker to enable you to view more activities, filter specific CS activity record types, and manage CS activities created from AI summaries.

Viewing Activities from the Last Five Years

Customer success managers and leaders can now view up to five years of past activities in Activity Tracker, significantly expanding on the previous one-year limit. This enhanced historical view provides greater control over their activities. To load an additional 12 monthly sections, users can click View Previous Months at the bottom of Activity Tracker, which is displayed when All Time is selected in the Filters panel.

For more information, see:

Viewing CS Summary Activities

Customer success managers and leaders can now view, edit, and delete CS activities created from AI summaries in Activity Tracker. Previously, they could only:

  • View, edit, and delete CS summary activities in the CS Activities tab or on associated records
  • View CS activities of a Note or Meeting type in Activity Tracker

Thanks to these enhancements, we've aligned Activity Tracker with our AI functionality, helping you to manage all CS activity types in one central location.

Note:

To create CS activity AI summaries, you must use the AI Summaries: CS Activities functionality. For more information, see CS Activity AI Summaries Overview and Generating CS Activity AI Summaries.

For more information, see:

Filtering CS Activity Record Types

Customer success managers and leaders can now refine CS activities displayed in Activity Tracker using the Record Type field in the Filters panel. This allows them to view activities of one or more specific record types, making it easier to find the information they need. To support this, we've enabled administrators to add the Record Type field to the Activity Tracker Filters Panel Fields field set in the CS Activity object. This field is displayed in Activity Tracker's Filters panel when custom record types are set up for the CS Activity object.

Note:

This enhancement also applies to the following field sets and Filters panels:

  • Add Accounts to Segment Filter Fields in the Account object, which defines the additional fields that display in the Filters panel in the Add Accounts to Segment window
  • Additional Filters Panel Fields in the Account object, which defines the additional fields that display in the Filters panel on Account Grid
  • Additional Filters Panel Fields in the Playbook Task object, which defines the additional fields that display in the Filters panel on the Playbook Task Portfolio Calendar, Playbook Task Portfolio Grid, and Playbook Task Board
  • Allocate Resources Additional Filter Fields in the CS Cloud Resource object, which defines the additional fields that display in the Filters panel in the Allocate Resources window
  • Mass Allocate Playbooks Additional Filter Fields in the Playbook object, which defines the playbook fields that display in the Filters panel of the Mass Allocate Playbooks window
  • Value Tracker Filters Panel Fields in the Objective KPI object, which defines the additional fields available in the Filters panel of Value Tracker

For more information, see:

Enhancing Creation of CS Activities

Customer success managers and leaders can now efficiently create CS activities and manage draft CS activities directly from the Activity Actions panel in the utility bar. Accessible from a central location anywhere in the app, Activity Actions enables them to:

  • Create CS activities, including draft CS activities
  • View, edit, and delete their own draft CS activities

Previously, they could perform these actions only from Activity Tracker and specific app and record pages.

To support this, we've added the Activity Actions component, which administrators can add to cloned unmanaged apps.

For more information, see:

Enhancing History Tracker

Customer success managers and leaders can now view up to 18 months of change history in History Tracker, significantly expanding on the previous 12-month limit. This enhanced historical view provides greater control over the change history for all supported objects and fields that have tracking enabled. To load an additional six monthly sections, users can click View Previous Months at the bottom of History Tracker, which is displayed when All Time is selected in the Filters panel.

For more information, see:

Enhancing Team Overview Dashboard

You can now filter your dashboard by one or more specific accounts. This filtering method provides a clear view of all customer success managers assigned to them. It also offers a holistic view of how your team manages related accounts within a portfolio. This enables a more focused analysis of account management.

For more information, see Team Overview Dashboard.

Enhancing Value Tracker

We've enabled you to display Value Tracker on Experience Cloud sites. You can now also check your objective KPI progress using new status and highlight cards, block any objective KPIs that can't be progressed with, and associate objective KPIs with CS activities.

Value Tracker in Experience Cloud

You can now add Value Tracker to your Experience Cloud site, enabling your customers to easily see the progress of their objective KPIs. Using Value Tracker on an Experience Cloud site, customers can better understand how the product or service they've purchased is effectively delivering value without having to contact their customer success manager. To support this, we've added the External field to the Objective KPI object, which you can select to show an objective KPI on an Experience Cloud site.

For more information, see:

New Statuses and Highlight Cards

Customer success managers can now confirm the status of their objective KPIs more accurately using the following new highlight cards and badges in Value Tracker:

  • Not Started: The start date of the objective KPI's parent objective is in the future.
  • On Track: The objective KPI's progress meets or exceeds expected progress relative to its parent objective's start date and its own target date.
  • Off Track: The objective KPI is behind schedule relative to its target date and parent objective's start date.

To support this, we've added the new highlight cards to the CSC Objective KPI Highlight Cards component and updated the progress calculation of the Status field in the Objective KPI object. We've also enhanced the user experience by updating the order of KPI cards on success plan record pages. Finally, we've made the following cards displayed by default: Overall Objective KPI Progress, Off Track Objective KPIs, Overdue Objective KPIs, and Completed Objective KPIs.

For more information, see:

Blocking Objective KPIs

We've enabled customer success managers to mark their objective KPIs as blocked, which indicates that an objective KPI can't be progressed with. Customer success managers can now use this feature to report on their objective KPI progress more accurately. To block an objective KPI, they can select the new Blocked field when creating or editing objective KPIs. They can also use the Blocked option in Value Tracker's Filters panel to select whether they want to view blocked objective KPIs in the tracker. In addition, administrators can use the new Objective Blocked Statuses field in the CS Cloud Settings custom setting to specify the objective statuses that set the related objective KPIs as blocked.

For more information, see:

Associating CS Activities with Objective KPIs

Customer success managers can now select objective KPIs when creating or editing CS activities. By associating their CS activities with objective KPIs, they can have a better understanding of what is driving their objective KPI progress.

In addition, we've enabled them to create CS activities for individual objective KPIs directly from Value Tracker. They can now open the Create CS Activity window by clicking Actions next to the objective KPI to which they want to add a CS activity note, then clicking Add CS Activity Note in the drop-down list. Creating CS activity notes in Value Tracker also automatically populates the related fields in the Create CS Activity window with the values of the objective KPI and its parent objective.

Finally, administrators can set up the columns that display in the Select Objective KPI window's table. This enables customer success managers and leaders to view more information about the objective KPI records they want to select in the creation and edit windows.

To support this, we've added:

  • The Objective KPI field to:

    • The CS Activity object, its Activity Layout page layout, and the Create CS Activity and Edit CS Activity windows for associating CS activities with objective KPIs during creation or editing.
    • The Activity Tracker Filters Panel Fields field set in the CS Activity object, enabling its display in Activity Tracker's Filters panel. This field is also available in the Activity Tracker CS Activity Fields field set for display in the record details panel in Activity Tracker's monthly sections.
  • The Objective KPI Search Window Columns field set to the Objective KPI object to define additional columns in the Select Objective KPI window's table.
  • The Objective KPI Search Window Columns field to the CS Cloud Record Search Window Settings custom setting to control the field set used to define the table columns displayed in the Select Objective KPI window.

For more information, see:

Viewing Objective KPI Record Details

Customer success managers can now use the new Record Details panel of Value Tracker to have a better overview of the progress of their objective KPIs and to manage their CS activity notes more quickly, without leaving Value Tracker. When selecting an objective KPI and opening the Record Details panel using Record Details in the toolbar, they can now view:

  • The progress change of the objective KPI over time in the panel's Value Trending tab.
  • The CS activity notes associated with the objective KPI in the panel's CS Activity Notes tab. In this tab, they can also edit and delete CS activity notes and manage their attachments.

To enable this, we've added the following to the CSC Value Tracker component:

  • The Record Details panel
  • The Record Details button in the component's toolbar
  • The Hide Record Details Panel property to enable administrators to hide the Record Details panel in Value Tracker

For more information, see:

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.

We have incorporated AI into some of our features within Customer Success Cloud to enable you to create customer outcomes with less manual effort. This includes enhancements such as generating success plans from an opportunity and objectives from a success plan, both created using AI.

Generating a Success Plan from an Opportunity

You can now generate success plans from an opportunity by using AI. The following fields are AI generated:

  • Summary
  • Challenges and Risks

AI suggests unbiased summaries and challenges and risks, resulting in less manual effort on behalf of customer success managers and a data-driven focus ensuring your success plans are always aligned with customer needs and data. AI generates this information based on data from the following sources:

  • Account
  • Opportunity
  • Business Challenges

For more information, see Creating Success Plans.

Generating Objectives from a Success Plan with AI

From this release, you can generate objectives from a success plan with AI. This new capability allows you to leverage artificial intelligence to suggest unbiased, data-driven, and customer-focused objectives, significantly reducing your manual effort and ensuring your customer success strategies are always aligned with demonstrable value for your clients.

To generate objectives with AI, data is pulled from the following:

  • Playbooks
  • CS Activities
  • Objective Data
  • Business Challenges
  • Objective Business Challenges
  • Success Plans

For more information, see Creating Objectives.

Mass Allocate Resources to Playbooks

We've added the Playbook Mass Allocation Batch Size custom setting field in the CS Cloud Resource Allocation settings custom setting. This enables administrators to configure the batch size of asynchronous process for mass playbook allocation when using the Mass Allocate Playbooks button in the Customer Success Management Workspace Actions Lightning component.

The default value for the Playbook Mass Allocation Batch Size field is ten, and it can be set up to a maximum of 99. A value of zero or less is invalid and prevents the mass allocation of playbooks.

For more information, see Playbooks Overview, Mass Allocate Playbooks Window Fields, and Custom Settings.

Playbook Task Sequencing

We've enabled customer success managers and leaders to reorder playbook tasks in the Playbook Task Manager on playbook record pages to facilitate task completion. To reorder playbook tasks, they can now drag task rows in the grid to the positions they want when using the List view. Playbook tasks are prioritized by their order value, with 1 being the highest priority. When reordering playbook tasks in the Playbook Task Manager, moving a task to:

  • A higher priority automatically increments the order values of subsequent tasks by one.
  • A lower priority automatically decrements the order values of preceding tasks by one.

To support this, we've added the Order column to the CSC Playbook Task Manager Lightning component. We've also added the Order field to the Playbook Task object. This field is for system use and is used to determine the completion order of playbook tasks.

For more information, see:

Submitted Time Analytics

We've created the Time Overview dashboard to enable you to view information about submitted hours, on a granular or wider level, by resource and account. This enables you to gain insights into total time spent on accounts, as well as giving an overview of worked hours by allocation.

To support this, we've added the new Time recipe which creates fields for the Timecards dataset.

Finally, to enable you to view all of the time data, the Resource Work Hours field has been added to the Analytics Integration User Read Access permission set.

For more information, see:

Time Entry

You can now edit miscellaneous time records using the new Edit Miscellaneous Record window accessed directly from the Time Entry Grid. To do this, click Options, then Edit on the miscellaneous time record row you want to update.This provides you with an easy way to quickly update the details of the miscellaneous time record, such as the name, category, and description of the record.

We've added the new Fields section to the Copy Timecards window. You can select the Hours checkbox to copy the entered hours from the week you're copying timecards from. This reduces the manual time spent entering regular hours. The hours are not copied if copying them will cause the timecard to exceed 24 hours.

Now, when the CS timecard has unsaved changes due to an associated record being updated, the affected cells are highlighted and the header updates accordingly.

The number of selected items now displays in the header on the Time Entry Grid and on the Add Records grid.

We've made the following permission enhancements in time entry, so that:

  • You don't require Read permission for the Miscellaneous Time object to access the Time Entry Grid.

  • The Add Accounts and Add Miscellaneous Records buttons available from the Add time button only display if you have the required permissions to add accounts or to create miscellaneous time records in the Time Entry Grid, respectively.

  • If you don't have the required permissions to delete any of the records associated with the parent record you are trying to delete in the Time Entry Grid, then you cannot delete the parent record.

  • If you don't have Edit permission for the Submitted field on the CS Timecard object, then the Submit and Recall buttons do not display.

Finally, we've added the Success Plan Hours and Objective Hours fields and the Success Plan Times and Objective Times related lists to the CS Timecards page layouts. This enables you to view information about success plan and objective time at a glance directly from the relevant CS timecard record page.

For more information, see Time Entry Grid Lightning Component Fields, Copying Existing Timecards to the Current Week in the Time Entry Grid, and Editing Miscellaneous Time Records in Time Entry Grid.

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 - Summer 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.