New Features and Enhancements in Customer Success Cloud Winter 2026

The following new features have been introduced in the Winter 2026 release of Customer Success Cloud.

If you are upgrading from a previous version, see Upgrading to Customer Success Cloud Winter 2026. This provides a summary of the items that have been added for each feature and details of any required upgrade steps.

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

Dependencies on Other Certinia Packages

Customer Success Cloud Winter 2026 requires the following Certinia package to be installed: Foundations Spring 2025 or later. You must install this package before installing or upgrading to Customer Success Cloud Winter 2026.

Auto-Allocation and Skills Management for Accounts

We've added an Account Resourcing object, which is an extension of the Account object. This object stores all the necessary additional details, such as the role and region, related to a specific account, which are required for the auto-allocation of CS resources on accounts. Additionally, we've also added a Bypass Account Resourcing Trigger field to the CS Cloud Process Settings custom setting which enables administrators to bypass the triggers for account resourcing.

We've also introduced auto-allocation for accounts, simplifying the process of allocating the most suitable CS resource from a pool to an account. To use this feature, create an account resourcing record for the specific account. Only resources with a role and region matching the account's resourcing record are eligible for automatic allocation. Once the resourcing record is set up, navigate to the Customer Success Owner tab of that account record and click the Auto-Allocate button. There are two methods for auto-allocation:

  • Ranking Methodology
  • Sequential Auto-Allocation Methodology

For better skills management on account we've also added the Account Skill object, which stores a many-to-many relationship between the Account and CS Skill objects. This Skills Management feature enables the allocation of CS skills to accounts, which helps determine the skills and competencies a resource must have to be suitable for allocation to an account. You can create or edit account skills from the Account Skills tab or the Account Skills related list. To use the account skills in allocation better, CSC Account Allocation Ranking Settings now have Skill Priority fields with a default value of two.

To further refine the usability of account skills, we've added skills filtering to the Filters panel of the Allocated Resources window in the Customer Success Owner tab of account record pages. This enables customer success managers to allocate the most suitable resource to an account, based on the resource's skills and skill ratings matching those associated with the account. Resources for the account can now be filtered by:

  • Account Skills
  • Match All Selected Account Skills
  • Match or Exceed Skills Ratings

For more information, see:

Auto-Allocation and Skills Management for Success Plans

We have made the following enhancements to Success Plan.

Skills Filtering for Success Plan Resource Allocation

We've added skills filtering to the Filters panel in the Allocated Resources window on the Success Plan Owner tab of Success Plan record pages. This enables customer success managers to allocate the most suitable resource from a pool to a success plan. This allocation is based on the resource's skills and skills ratings matching those associated with the success plan. Resources for the success plan can now be filtered by:

  • Success Plan Skills: Filters resources based on the skills associated with the success plan.
  • Match All Selected Success Plan Skills: Displays only resources that have all selected success plan skills.
  • Match or Exceed Skills Ratings: Displays resources whose skill ratings meet or surpass the ratings of their shared success plan skills.

For more information, see Allocating Resources, Allocate Resources Window Fields, and Creating a Success Plan Skill.

Copy Success Plan Skills from Templates, Clones, and APIs

You can now clone associated skills and skill sets when cloning a success plan from the success plan record pages. Additionally, you can copy skills and skill sets when creating a success plan from a template on the Customer Success Management Workspace.

We've also updated the CreateSuccessPlanFromTemplateRequest API to copy success plan skills when creating a success plan from a template. By default, the copySkillFromSuccessPlan option in this API is set to true. That option is an enum type with a newly added value COPY_CS_SKILLS_FROM_SUCCESS_PLAN. If you pass this value in the constructor, the skills from the related success plan are copied.

Additionally, we've introduced a Copy CS Skills From Success Plan invocable variable in the CreateSuccessPlanFromTemplate API, which enables you to copy associated success plan skills when creating a success plan from a template.

For more information, see Cloning Success Plans, Creating Success Plans, and Permission Sets and Other Technical Documentation.

Enhance CS Cloud Core Analytics Recipes and Datasets

To support the new recipe format, we've removed the Segment filter from the Team Overview dashboard. The previous Segment Filter was incompatible with this new format, which disrupted the functionality of all other filters on the dashboard. By removing the Segment Filter, we ensure that the remaining filters work together correctly, making the dashboard more reliable and easier for you to use.

For more information, see Team Overview Dashboard.

Enhance Your Workflow with New Success Tracker Features

We've enhanced Success Tracker to enable you to perform your tasks more efficiently.

Access Today's Date Faster in Success Tracker

To improve user experience and efficiency, Success Tracker now automatically opens with the current date in view. This update enables customer success managers and leaders and participant users to view and assess information about the progress, status, and relevant resources of Success Tracker records more quickly.

For more information, see Success Tracker Overview.

Control Record Creation by Disabling the Actions Button

Administrators can now hide Actions in Success Tracker's toolbar. This is useful when customer success managers want to simplify the user interface and prevent users from creating new records directly from Success Tracker. To support this, we've added the Hide Actions property to the CSC Success Tracker Lightning component.

For more information, see:

Mark Playbooks and Related Tasks as Completed

CSMs can now mark an entire playbook as completed. This feature also automatically marks all associated playbook tasks as complete and sets the playbook and task end dates to the current date. This helps save significant time compared to manually completing individual tasks and updating dates. To use this feature, customer success managers can select the new Completed checkbox in:

  • The Details section of Success Tracker's Record Details panel
  • The Details tab on playbook record pages

To support this, we've added the Completed field to the Playbook object and to:

  • The Playbook Layout page layout
  • The Record Details Panel Playbook Fields field set, where this field is now displayed

  • The following field sets, where this field is now available:

    • Activity Tracker Playbook Fields
    • Create Playbook Fields
    • Edit Playbook Fields
    • Mass Allocate Playbooks Additional Filter Fields
    • Mass Allocate Playbook Table Columns
    • Playbook Search Window Columns
    • Playbook Task Board Swimlanes

We've also added the Playbook Completed Stages field to the CS Cloud Settings custom setting. Administrators can use this field to specify playbook stages that set playbooks as completed.

For more information, see:

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.

We've introduced CS Policy and CS Policy Version to streamline your customer success operations. CS policies enable you to define and store your organizational policies, serving as the foundation for dynamic playbook creation. CS policy versions ensure that you can track different iterations of these policies over time. This new functionality empowers customer success managers to generate repeatable and accurate dynamic playbooks with playbook tasks, reducing manual effort and centralizing best practices, even as the guidelines evolve.

You can use the Customer Success Administration app page to create a CS policy. The app page now contains the new CS Policies Configuration section, which displays the Create CS Policy button. To support this, we've added the CS Policy and CS Policy Version objects.

We’ve also added a CS Work Suggestion for generating dynamic playbooks using CS policies. This new object acts as a staging area for all the suggestions that result from the triggers mentioned in the policy content while creating the CS policy. CS work suggestions enable customer success managers to review and approve the AI's suggestions before they are executed. This ensures that you have a final say, preventing unintended automated actions and providing a layer of checks. To create a dynamic playbook and its associated playbook tasks, navigate to the Suggestion tab on the CS Work Suggestion record and click Create.

For more information, see:

Improve Efficiency with Enhanced Playbooks and Tasks

We've enhanced playbooks and playbook tasks to help you complete a focused piece of customer success work more easily.

Increase Flexibility for Playbook and Playbook Task Dates

Customer success managers (CSMs) can now set playbook task start and end dates outside the parent playbook date range. Previously, CSMs had to extend the parent playbook's date range before extending the dates of its tasks. This simplified workflow enables them to select the playbook task dates they want more quickly and easily.

CSMs can now also ensure that their completed playbooks and playbook tasks always have a complete set of start and end dates, providing greater accuracy for historical reporting and analysis. Now, the following fields can be automatically populated with the current date, or the current date and time, if those fields were previously blank:

  • For playbooks: The Start Date and End Date fields
  • For playbook tasks: The Start Date and Time and End Date and Time fields

To support this, we've added the following fields to the CS Cloud Settings custom setting, which administrators can use to enable automatic population of blank start and end dates for completed playbooks and playbook tasks:

  • Auto-Fill Playbook Start and End Dates
  • Auto-Fill Task Start and End Dates

For more information, see:

Filter Tasks by Date Range in the Playbook Task Manager

We've enhanced the Playbook Task Manager's filtering with a Date Range field in the Filters panel. This enhancement offers customer success managers, leaders, and participants a faster and more flexible way to manage tasks, helping them quickly focus on critical tasks in a given period. They can select the following filter options in the Date Range field:

  • Next Seven Days
  • Last Seven Days
  • Current Month
  • Next Month
  • Last Month
  • Next Three Months
  • Last Three Months
  • Custom

In addition, the existing Start Date and End Date filter fields are now visible only when the Custom filter option is selected, which enables them to specify a precise range manually. A date range can also be included in a saved filter set. When selecting a saved filter set created before Winter 2026, a custom date range is used based on the saved start and end dates.

For more information, see:

View Playbook Task Duration

We've enhanced playbook task management by enabling CSMs to specify the task duration directly when creating or editing a playbook task. This removes the need for manual date calculation because entering a duration now automatically populates the task's end date. Conversely, adjusting the start or end dates now automatically calculates the duration, ensuring all dates remain synchronized and accurate.

To support this functionality, we've added a new Duration in Days field to:

  • The Create Playbook Task and Edit Playbook Task windows
  • The List View of the Playbook Task Manager
  • The Playbook Tasks grid in the Create CS Activity

This enhancement simplifies scheduling, improves planning accuracy, and reduces the administrative effort for their team.

For more information, see:

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.

Playbook Summaries

We've enhanced the Playbooks AI Summary window to provide you with succinct summaries of the playbook and its related records. It now contains the following sections:

  • Account Highlights: Displays information such as the accounts annual revenue. Your administrator can configure the fields that display in this section.
  • Purpose and Goals: Provides key information such as the purpose, goals, task status, related activities, and relevant stakeholders for the playbook.
  • Next Steps: Displays the next playbook task to work on to progress the playbook. Only incomplete playbook tasks with no start date or a start date of today’s date or earlier are displayed. Flagged tasks are prioritized. If there are no tasks marked as flagged, then the task displayed is decided by the earliest end date, greatest estimated hours, then the order set on the playbook itself, respectively.

The Generate New button on the Certinia Summary feature has been updated to Generate Playbook Summary when accessing the feature from a playbook record page.

To support the changes made to the Playbook AI Summary window, we’ve added the new CS Cloud Playbook AI Summary Settings custom setting that contains settings that control the behavior of the Playbook AI Summary component in CS Cloud. This setting contains the Account Highlights Field Set field which is used to define the additional fields in the Account Summary section on the Playbook AI Summary. Finally, we’ve added the Playbook Summary Account Highlights Fields field set which defines the fields shown in the Account Highlights section in the Playbook AI Summary component. Administrators can add and remove fields in this field set.

Finally, when using the Generate Executive Briefing action, if you are missing any permissions then an information message displays directly in the window.

For more information, see CS Activity AI Summaries Overview, Custom Settings, and Account Field Sets.

Completing and Summarizing Playbooks

We’ve introduced the new Complete and Summarize Playbook action which is available from the Actions panel on playbook record pages. This single intelligent action streamlines the final step of a playbook's lifecycle by automating the playbook summary and playbook closure processes into one action. This enables you to consistently capture playbook summaries and save them as CS activity records while simultaneously completing the playbook and any associated records in a single process.

For more information, see Completing and Summarizing Playbooks.

Manage AI Summaries

Early Adopter

We've created the new Template Configuration field which is available in the properties pane in Lightning App Builder for the AI Summaries: CS Activities feature. This enables administrators to select the template configuration that they want to provide the AI summary with. This provides a way to create different prompt configurations for different roles, teams, and use cases and saves time on the manual effort required to create these configurations.

We've also updated the name of the Show Generate Executive Briefing Lightning property field name to Show Generate Executive Briefing (AI-powered) available in Lightning App Builder in the properties pane for the Actions: Record Pages feature, in addition to updating the action name from Create Executive Briefing to Generate Executive Briefing. This change has been made to ensure it is clear when you're using an AI feature.

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

Manage Value with Enhanced Flow and Analytics

We've enhanced value management, providing customer success managers (CSMs) with better insights into objective KPI product relationships and streamlining the creation of complex success plans.

View Associated Products in Value Tracker

We've enhanced Value Tracker by adding a read-only Product column that displays a list of products associated with objective key performance indicators (KPIs). CSMs can now use this information for immediate analysis, filtering, sorting, and grouping of performance data by product portfolio.

For more information, see:

Streamline Success Plan Creation with Enhanced Template Permissions

We've enabled CSMs to create success plans from templates even if they lack Create permission to the underlying objects of success plan template records: Objective, Objective KPI, Playbook, and Playbook Task. Previously, missing these permissions blocked success plan creation even if those records weren’t part of the template. Now, they can create a success plan from a template and view only the records they have permission to in the Success Plan Template Records section of the Create Success Plan window. In addition, they can now view and use the Edit Objective KPIs button in that section only if they have Create permission for the Objective KPI object. These enhancements provide a more seamless and flexible experience when using complex success plan templates and help administrators to control success plan creation more efficiently.

For more information, see:

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.

Customer success managers (CSMs) can now instantly generate and view AI-powered account summaries to prepare for their customer interactions. These summaries consolidate account data and provide a holistic overview that demonstrates value and aligns future strategy. To generate an AI account summary, CSMs can now use the new Generate Account Summary action in the Actions panel on account record pages. The generated AI summaries are displayed in the new Generate Account Summary window and contain the following sections:

  • Key Stakeholders
  • Executive Summary
  • Key Achievements
  • Risks and Blockers
  • Expansion Opportunities
  • Strategic Next Steps
  • Immediate Actions

For more information, see:

Refine Displayed Records with Enhanced Filtering

To help customer success managers (CSMs) find the right playbook templates faster, we've added a new Filters panel to the template selection section in the Create Playbook window. They can open the Filters panel by clicking Filters panel in that section. This enhancement enables them to streamline playbook creation by quickly viewing the templates that match specific roles, accounts, success plans, or objectives.

To support this, we've added:

  • The Playbook Template Filters Panel Fields field to the CS Cloud Filter Settings custom setting. Administrators can use it to select the field set that defines the additional fields displayed in the Filters panel in the Create Playbook window.
  • The Playbook Template Filters Panel Fields field set to the Playbook object. Administrators can use it to define the playbook fields to display in the Filters panel in the Create Playbook window.

For more information, see:

View Insights Into Your Products and Objects

Product Objects

We've created new product objects and updated the Customer Success Cloud CS Cloud Core Analytics dataset with them to enable better connection across key CS Cloud objects.

We've created the following objects:

  • Activity Product

  • Objective KPI Product

  • Objective Product

  • Playbook Product

  • Playbook Task Product

  • Success Plan Product

These objects connect core Customer Success Cloud objects to the Salesforce Product2 object. This enables you to associate products with accounts, success plans, objectives, playbooks, playbook tasks, and objective KPIs.

For more information, see:

To ensure the relevant dashboards support these changes, we've updated the Customer Success Cloud CS Cloud Core Analytics dataset with the new product objects and fields. We've also added the Products filter to the Objective KPI Trending dashboard, which enables you to refine the dashboard data by your selected products. For more information, see CS Cloud Analytics Data ReferenceTime Overview Dashboardand Objective KPI Trending Dashboard.

Product Grid

We've created the new Product Grid, which enables you to view a list of all products associated with an account. We recommend that your administrator adds the Product Grid to the Account page. When added, the Product Grid displays all of the products that relate to the account you're currently viewing.

To support this, we've added the new Product Management Additional Columns field set to the Account Product object, which can be used to provide additional columns to display in the Product Grid. Your administrator can add and remove fields in this field set.

We've also added the new CS Cloud Product Settings custom setting that contains the Product Grid Field Set custom setting field.

For more information, see:

Associating Records with Products

You can associate products with records during record creation and editing. When you associate a record with a product, a product record for that object is created.

You can associate a product with a record directly from the following windows accessed from the Success Tracker:

  • Edit Success Plan

  • Edit Playbook

  • Edit Objective

  • Edit Playbook Task

You can also associate products in the Edit CS Activity window accessed from Activity Tracker.

You can associate a product with a record directly from the following windows accessed from the Actions panel:

  • Create Success Plan

  • Create Objective

  • Create Playbook

  • Create Playbook Task

  • Create CS Activity

Any additional records created in the Create Success Plan, Create Objective, or Create Playbook windows are also associated with the product record. For example, when you associate a product with a playbook during playbook creation, product records are also created for any playbook tasks you've created in the window.

For more information, see:

Filtering Records by Products

You can now use the new Product field available in the Filters panel across Customer Success features to quickly refine the data displayed by product.

You can now filter by product in the following features:

  • Account Grid

  • Activity Tracker

  • Playbook Task Manager

  • Success Tracker

  • Value Tracker

  • Playbook Task Portfolio Calendar

  • Playbook Task Portfolio Grid

  • Playbook Task Board

  • Time Entry Grid: Add Records to Timesheet Window

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.

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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.