Upgrading to Customer Success Cloud Winter 2026

This page describes the changes to make when upgrading to Winter 2026.

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.

If you are upgrading from a version earlier than September 2025, check the documentation for previous releases for upgrade details.

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 Winter 2026, see New Features and Enhancements in Customer Success Cloud Winter 2026.

Auto-Allocation and Skills Management for Accounts

Upgrade Steps

To upgrade this feature to Winter 2026, take the following action.

Upgrade Steps for Winter 2026

Action	Further Information
Ensure users have Create, Read, Update, and Delete permissions on the Account Resourcing object.	For more information about setting up permissions, see the Salesforce Help.
Ensure users have Read and Edit permissions for the following fields on the Account Resourcing: Is Assigned Is Default Region Role
Ensure users have Create, Read, Update, and Delete permissions on the Account Skill object.
Ensure users have Read and Edit permissions for the following fields on the Account 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 Winter 2026

Object	Description	Further Information
Account Resourcing	An extension of the Account object, which holds additional information for individual accounts for auto-allocation.	Account Resourcing Fields
Account Skill	Stores the relationship between the Account and CS Skill objects. Used to determine the skills a resource must have to be suitable for allocation to an account.	Account Skill Fields

Custom Settings

Custom Settings Added in Winter 2026

Custom Setting	Field	Description	Further Information
CSC Account Allocation Ranking Settings	Skill Priority	The priority of the skills in the resource allocation ranking calculation.	Custom Settings
CS Cloud Process Settings	Bypass Account Resourcing Trigger	If selected, disables the trigger for account resourcing.

Lightning Component

Lightning Component Updated in Winter 2026

Component	Update Description	Further Information
CSC Resourcing	The component has been updated and now displays an Auto-Allocate button to help auto-allocate CS resources to an account.	CSC Resourcing Lightning Component Fields

Auto-Allocation and Skills Management for Success Plans

Skill Filtering for Success Plan Resource Allocation

Upgrade Steps

No upgrade steps are required to upgrade this feature to Winter 2026.

Copy Success Plan Skills from Templates, Clones, and APIs

Upgrade Steps

No upgrade steps are required to upgrade this feature to Winter 2026.

Enhance CS Cloud Core Analytics Recipes and Datasets

Upgrade Steps

To upgrade this feature to Winter 2026, take the following action.

Upgrade Steps for Winter 2026

Action	Further Information
Upgrade your CS Cloud Core Analytics app.	For more information about upgrading your analytics app, see the Salesforce Help.

Enhance Your Workflow with New Success Tracker Features

Access Today's Date Faster in Success Tracker

Upgrade Steps

No upgrade steps are required to upgrade this feature to Winter 2026.

Control Record Creation by Disabling the Actions Button

Upgrade Steps

No upgrade steps are required to upgrade this feature to Winter 2026.

Included in This Feature

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

Lightning Component Properties

Lightning Component Properties Added in Winter 2026

Lightning Component	Property	Description	Further Information
CSC Success Tracker	Hide Actions	Select this field to hide the Actions button in the toolbar.	Success Tracker Lightning Component Properties

Mark Playbooks and Related Tasks as Completed

Upgrade Steps

To upgrade this feature to Winter 2026, take the following action.

Upgrade Steps for Winter 2026

Action	Further Information
Add the Completed field to the Playbook object's page layouts.	For more information about page layouts, see the Salesforce Help.
[Optional] Define additional playbook stages that set playbooks as completed using the Playbook Completed Stages field in the CS Cloud Settings custom setting.	Custom Settings

Included in This Feature

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

Fields

Fields Added in Winter 2026

Object	Field	Description	Further Information
Playbook	Completed	If selected, the playbook has been completed.	Playbook Fields

Customer Success Cloud Output Fields Added in Winter 2026

Field Type	Field Label	Field API Name	Description	Further Information
Dimension	Playbook Is Completed	PlaybookIsCompleted	Indicates whether the playbook has been completed.	Customer Success Cloud Output Fields

Custom Settings

Custom Setting Fields Added in Winter 2026

Custom Setting	Field	Description	Further Information
CS Cloud Settings	Playbook Completed Stages	The comma-separated playbook stages that set playbooks as completed.	Custom Settings

Page Layouts

Page Layouts Updated in Winter 2026

Object	Page Layout	Description	Further Information
Playbook	Playbook Layout	This page layout now includes the Completed field added in this release.	Playbook Fields

Field Sets

Field Sets Updated in Winter 2026

Object	Field Set	Description	Further Information
Playbook	Record Details Panel Playbook Fields	This field set now includes the Completed field added in this release.	Playbook Field Sets

Permission Sets

Permission Sets Updated in Winter 2026

Permission Set	Further Information
CSC - Analytics Integration User Read Access	Assigning and Removing Permission Sets Permission Sets and Other Technical Documentation
CSC - Customer Success
CSC - Participant User

Generate Dynamic Playbooks with CS Policy

Early Adopter

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 Winter 2026, take the following action.

Upgrade Steps for Winter 2026

Action	Further Information
To access and use the Customer Success Administration page, or to use the Create CS Policy button available in the CSC Administration component, you must assign users access to the following: Customer_Success_Administration Tab GenAiPolicyInstructionsController Apex Class PolicyCreationController Apex Class	Assigning and Removing Permission Sets Permission Sets and Other Technical Documentation

Included in This Feature

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

Objects

Objects Added in Winter 2026

Object	Description	Further Information
CS Policy	Stores information about CS policies.	CS Policy Fields
CS Policy Version	Stores information about CS policy versions.	CS Policy Version Fields
CS Work Suggestion	Stores information about AI-generated suggestions resulting from policy triggers.	CS Work Suggestion Fields

Lightning Component

Lightning Component Updated in Winter 2026

Component	Update Description	Further Information
CSC Administration	The component has been updated and now displays a CS Policies Configuration section with Create CS Policy button.	Customer Success Administration Overview

Improve Efficiency with Enhanced Playbooks and Tasks

Increase Flexibility for Playbook and Playbook Task Dates

Upgrade Steps

Upgrade Steps for Winter 2026

Action	Further Information
To enable automatic population of blank dates for completed playbooks and playbook tasks, select the following fields in the CS Cloud Settings custom setting: Auto-Fill Playbook Start and End Date Auto-Fill Task Start and End Dates	Setting up Automatic Population of Playbook and Playbook Task Dates Custom Settings

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 Winter 2026

Custom Setting	Field	Description	Further Information
CS Cloud Settings	Auto-Fill Playbook Start and End Dates	If selected, when a playbook is marked as completed, its blank start and end dates are automatically populated with today's date.	Custom Settings
	Auto-Fill Task Start and End Dates	If selected, when a playbook task is marked as completed, its blank start and end dates and times are automatically populated with the current date and time.

Filter Tasks by Date Range in the Playbook Task Manager

Upgrade Steps

No upgrade steps are required to upgrade this feature to Winter 2026.

View Playbook Task Duration

Upgrade Steps

No upgrade steps are required to upgrade this feature to Winter 2026.

Leverage AI  to Provide Qualitative and Actionable Summaries and Communications

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 Winter 2026, take the following action.

Upgrade Steps for Winter 2026

Action	Further Information
Ensure access to the PlaybookSummaryController Apex class is enabled.	AI Summaries Lightning Component Permissions.
You must reapply any updates you’ve made to the templatized prompt configurations now that templatized prompts and their configuration items are protected metadata items. To do this, go to the AI Prompt Configuration Builder and reapply any configuration values that you want.	For more information, 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 Settings Added in Winter 2026

Custom Setting	Description	Further Information
CS Cloud Playbook AI Summary Settings	Contains settings that control the behavior of the Playbook AI Summary component in CS Cloud.	Custom Settings

Field Sets

Field Sets Added in Winter 2026

Field Set	Object	Further Information
Playbook Summary Account Highlights Fields	Account	Account Field Sets

Completing and Summarizing Playbooks

Upgrade Steps

No upgrade steps are required to upgrade this feature to Winter 2026.

Included in This Feature

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

Actions

Actions Added in Winter 2026

Action	Description	Further Information
Complete and Summarize Playbook	Opens the Complete and Summarize Playbook window where you can mark a playbook and its related playbook tasks as complete, and view and save the generated playbook summary to a new CS activity record.	Customer Success Cloud Actions Lightning Component Fields

Manage AI Summaries

Early Adopter

Upgrade Steps

To upgrade this feature to Winter 2026, take the following action.

Upgrade Steps for Winter 2026

Action	Further Information
[Optional] In Lightning App Builder, in the Component Properties pane for the AI Summaries: CS Activities component, select a template configuration to provide the AI summary with. The field is set to CSC Executive Briefing Configuration by default.	AI Summaries: CS Activities Lightning Component Properties

Included in This Feature

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

Lightning Component Properties

Lightning Component Properties Added in Winter 2026

Component	Lightning Component Property	Description	Further Information
AI Summaries: CS Activities	Template Configuration	Select the template configuration that you want to provide the AI summary with.	AI Summaries: CS Activities Lightning Component Properties

Lightning Component Properties Updated in Winter 2026

Component	Update	Further Information
CSC Actions: Record Pages	The component property field has been renamed from Show Generate Executive Briefing to Show Generate Executive Briefing (AI-powered).	Customer Success Cloud Actions Lightning Component Properties

Manage Value with Enhanced Flow and Analytics

View Associated Products in Value Tracker

Upgrade Steps

No upgrade steps are required to upgrade this feature to Winter 2026.

Streamline Success Plan Creation with Enhanced Template Permissions

Upgrade Steps

To upgrade this feature to Winter 2026, take the following action.

Upgrade Steps for Winter 2026

Action	Further Information
To enable users to create success plans from templates and edit objective KPIs in the Create Success Plan window, ensure they have Create permission to the following objects: Objective Objective KPI Playbook Playbook Task	For more information about assigning permissions, see the Salesforce Help.

Prepare for Customer Interactions with AI-Powered Account Summaries

Early Adopter

Note:

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

Upgrade Steps

No upgrade steps are required to upgrade this feature to Winter 2026.

Included in This Feature

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

Lightning Components

Lightning Component Properties Added in Winter 2026

Lightning Component	Field	Description	Further Information
CSC Actions: Record Pages	Show Generate Account Summary (AI-powered)	Show and hide the Generate Account Summary action in the Actions panel. This action is only available on account record pages.	Customer Success Cloud Actions Lightning Component Properties

Refine Displayed Records with Enhanced Filtering

Upgrade Steps

No upgrade steps are required to upgrade this feature to Winter 2026.

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 Winter 2026

Custom Setting	Custom Setting Field	Description	Further Information
CS Cloud Filter Settings	Playbook Template Filters Panel Fields	The API name of the field set that defines the additional fields displayed in the Filters panel in the Select a Playbook Template section of the Create Playbook window.	Custom Settings

Field Sets

Field Sets Added in Winter 2026

Object	Field Set	Description	Further Information
Playbook	Playbook Template Filters Panel Fields	Defines the playbook fields to display in the Filters panel in the Select a Playbook Template section of the Create Playbook window.	Playbook Field Sets

View Insights Into Your Products and Objects

Product Objects

Upgrade Steps

To upgrade this feature to Winter 2026, take the following action.

Upgrade Steps for Winter 2026

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.

Objects

Objects Added in Winter 2026

Object	Description	Further Information
Activity Product	Stores a relationship between a product and an activity.	Activity Product Fields
Objective KPI Product	Stores a relationship between a product and an objective KPI.	Objective KPI Product Fields
Objective Product	Stores a relationship between a product and an objective.	Objective Product Fields
Playbook Product	Stores a relationship between a product and a playbook.	Playbook Product Fields
Playbook Task Product	Stores a relationship between a product and a playbook task product.	Playbook Task Product Fields
Success Plan Product	Stores a relationship between a product and a success plan product.	Success Plan Product Fields

Datasets

Datasets Updated in Winter 2026

Object	Further Information
Customer Success Cloud	CS Cloud Analytics Data Reference

Product Grid

Upgrade Steps

To upgrade this feature to Winter 2026, take the following action.

Upgrade Steps for Winter 2026

Action	Further Information
Add the CSC Product Grid to the Account page.	For more information about adding components to a Lightning page, see the Salesforce help.
Add any additional fields you want to display as columns in the Product Grid to the Product Management Additional Columns field set.	Account Product Field Sets Custom Settings

Included in This Feature

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

Components

Components Added in Winter 2026

Component	Description	Further Information
Product Grid	Enable users to view products in a list view.	Customer Success Cloud Lightning Components

Field Sets

Field Sets Added in Winter 2026

Field Set	Description	Further Information
Product Management Additional Columns	Defines the additional columns that display in the Product Grid component. You can add and remove fields in this field set.	Account Product Field Sets

Custom Settings

Custom Settings Added in Winter 2026

Custom Setting	Description	Further Information
CS Cloud Product Settings	Contains settings that control the behavior of product components in CS Cloud.	Custom Settings

Custom Setting Fields

Custom Setting Fields Added in Winter 2026

Custom Setting Field	Description	Further Information
Product Grid Field Set	The API name of the field set that defines the additional fields displayed in the Product Grid.	Custom Settings

Associating Records with Products

Upgrade Steps

No upgrade steps are required to upgrade this feature to Winter 2026.

Filtering Records by Products

Upgrade Steps

No upgrade steps are required to upgrade this feature to Winter 2026.

Release Content

Upgrade Steps

No upgrade steps are required to upgrade this feature to Winter 2026.