Upgrading to Customer Success Cloud May 2026

This page describes the changes to make when upgrading to May 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 Spring 2026, 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 May 2026, see New Features and Enhancements in Customer Success Cloud May 2026.

Drive Customer Success with Enhanced Dynamic Playbooks and AI Guidance

Drive Proactive Outcomes with AI-Powered Guidance in Dynamic Playbooks

Upgrade Steps

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

Upgrade Steps for May 2026
Action

Further Information
If you use custom permissions sets, ensure that playbook users have Create, Read, Update and Delete permissions to the Playbook Task Assignment field.

Included in This Feature

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

Field Sets

Field Sets Updated in May 2026
Object Field Set Description

Further Information
Playbook Work Suggestion Playbook Fields This field set now includes the Playbook Owner field to support ownership defaulting in the Generate Playbook from Work Suggestion window. Playbook Field Sets
Playbook Task Work Suggestion Task Display Fields This field set now includes the Assigned Resources field to display the Resource column in the Generate Playbook window. Playbook Task Field Sets

Generate Adaptive Playbook Tasks with AI Reasoning

Upgrade Steps

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

Elevate Customer Outcomes with AI-Driven Success Plans

Generate Objectives Independently and Edit AI Suggestions

Upgrade Steps

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

Upgrade Steps for May 2026
Step Action

Further Information
1 If you use a custom success plan record page, enable the Generate Objectives AI action in the Actions panel.

For more information about Lightning record pages, 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 Component Properties Updated in May 2026
Property Description

Further Information
Show Generate Objectives (AI-powered) Renamed from Show Generate Objectives and Objective KPIs (AI-powered). Controls the redesigned Generate Objectives action, which generates objectives only and supports inline editing of suggestions. Customer Success Cloud Actions Lightning Component Properties

Generate Objective KPIs for Existing Objectives

Upgrade Steps

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

Upgrade Steps for May 2026
Step Action

Further Information
1 If you use a custom success plan record page, enable the Generate Objective KPIs AI action in the Actions panel.

For more information about Lightning record pages, see the Salesforce Help.
2 If you use a custom objective record page, enable the Generate Objective KPIs AI action in the Actions panel.

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 May 2026
Property Description

Further Information
Show Generate Objective KPIs (AI-powered) Controls the new Generate Objective KPIs action in the Actions panel on success plan and objective record pages. Customer Success Cloud Actions Lightning Component Properties

Empower Flows and AI Agents with Generative AI Actions

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 May 2026, take the following action.

Upgrade Steps for May 2026
Action

Further Information
Assign the appropriate permissions to the new AI-powered invocable Apex classes for users building Flows or using AI Agents. 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.

Custom Actions

Custom Actions Added in May 2026
Custom Action Invocable Apex Class Purpose

Further Information
Generate Objectives ActionGenAiGenerateObjectives Generates objectives for a success plan using AI. Custom Actions
Generate KPIs ActionGenerateObjectiveKPIs Generates AI-powered KPIs for objectives within a success plan.
Generate Success Plan from Opportunity with AI ActionGenAiSuccessPlanFromOpp Generates a success plan summary, challenges, and risks from an opportunity using AI.

Enhance Analytics Performance and Sync Health Scores to Health Score Fields

Filter Products to a Valid Subset

Upgrade Steps

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

Expand the Analytics Dataset with CS Region, Success Plan Skill, and Account Resourcing

Upgrade Steps

Upgrade Steps for May 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.

Datasets
Datasets Updated with Objects in May 2026
Object

Further Information
Account Resourcing Customer Success Cloud Input Fields and Customer Success Cloud Output Fields.
CS Region
Success Plan Skill
Datasets Updated with Fields in May 2026
Fields

Further Information
CS Cloud Resource Customer Success Cloud Input Fields and Customer Success Cloud Output Fields.
Playbook
Success Plan

Enhance CS Cloud Analytics with Policy and Work Suggestion Data

Upgrade Steps

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

Included in This Feature

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

Fields

Input Fields Added to the Customer Success Cloud Dataset in May 2026
Object Field Label Field API Name Description
Policy Active Policy__c.csc__Is_Active__c Populates the Policy Is Active field in the resulting dataset.
CS Policy Name Policy__c.Name Populates the Policy Name field in the resulting dataset.
Description Policy__c.csc__Description__c Populates the Policy Description field in the resulting dataset.
ID Policy__c.Id Populates the Policy ID field in the resulting dataset.
Policy Version Default Policy_Version__c.csc__Is_Default__c Populates the Policy Version Is Default field in the resulting dataset.
ID Policy_Version__c.Id Populates the Policy Version ID field in the resulting dataset.
Name Policy_Version__c.Name Populates the Policy Version Name field in the resulting dataset.
Policy ID Policy_Version__c.csc__Policy_Header__c Populates the Policy Version Policy ID field in the resulting dataset.
Version Number Policy_Version__c.csc__Version_Number__c Populates the Policy Version Number field in the resulting dataset.
Work Suggestion Account ID Work_Suggestion__c.csc__Account__c Populates the Work Suggestion Account ID field in the resulting dataset.
AI Generated Work_Suggestion__c.csc__AI_Generated__c Populates the Work Suggestion AI Generated field in the resulting dataset.
Created Date Work_Suggestion__c.CreatedDate Populates the Work Suggestion Created Date field in the resulting dataset.
Dismissal Comment Work_Suggestion__c.csc__Dismissal_Comment__c Populates the Work Suggestion Dismissal Comment field in the resulting dataset.
Dismissal Reason Work_Suggestion__c.csc__Dismissal_Reason__c Populates the Work Suggestion Dismissal Reason field in the resulting dataset.
ID Work_Suggestion__c.Id Populates the Work Suggestion ID field in the resulting dataset.
Name Work_Suggestion__c.Name Populates the Work Suggestion Name field in the resulting dataset.
Status Work_Suggestion__c.csc__Status__c Populates the Work Suggestion Status field in the resulting dataset.
Title Work_Suggestion__c.csc__Title__c Populates the Work Suggestion Title field in the resulting dataset.
Triggering Event Description Work_Suggestion__c.csc__Triggering_Event_Description__c Populates the Work Suggestion Triggering Event field in the resulting dataset.

For more information on the input fields included in the Customer Success Cloud dataset, see Customer Success Cloud Input Fields.

Output Fields Added to the Customer Success Cloud Dataset in May 2026
Field Type Field Label Field API Name Description
Policy Policy Description PolicyDescription Description of the policy.
Policy ID PolicyId The ID of the policy.
Policy Is Active PolicyIsActive Indicates whether the policy is active.
Policy Name PolicyName The name of the policy.
Policy Version Policy Version ID PolicyVersionId The ID of the policy version.
Policy Version Name PolicyVersionName The name of the policy version.
Policy Version Number ValuePolicyVersionVersionNumber The version number of the policy version.
Policy Version Is Default PolicyVersionIsDefault Indicates whether the policy version is the default for further creation of other objects.
Policy Version Policy ID PolicyVersionPolicyId The ID of the policy that the version is associated with.
Work Suggestion Work Suggestion ID WorkSuggestionId The ID of the work suggestion.
Work Suggestion Name WorkSuggestionName The name of the work suggestion.
Work Suggestion Title WorkSuggestionTitle The AI-generated title summarizing the work suggestion.
Work Suggestion Status WorkSuggestionStatus The status of the work suggestion.
Work Suggestion AI Generated WorkSuggestionAiGenerated Indicates whether the work suggestion is AI-generated.
Work Suggestion Dismissal Comment WorkSuggestionDismissalComment The explanation of the reason for the work suggestion dismissal.
Work Suggestion Dismissal Reason WorkSuggestionDismissalReason The reason associated with the work suggestion dismissal.
Work Suggestion Triggering Event Description WorkSuggestionTriggeringEventDescription The description of the trigger event that led to the development of the work suggestion.
Work Suggestion Account ID WorkSuggestionAccountId The ID of the account associated with the work suggestion.
Work Suggestion Created Date WorkSuggestionCreatedDate The date on which the work suggestion was created.

For more information on the output fields included in the Customer Success Cloud dataset, see Customer Success Cloud Output Fields.

Identify and Focus on Account Cross-Sell Opportunities with AI-Driven Work Suggestions

Identifying Cross-Sell Expansion Opportunities using AI Actions

Upgrade Steps

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

Upgrade Steps for May 2026
Action Further Information
Add the CSC AI Actions Lightning component to your account record pages. Customizable Lightning Components
If you use custom permission sets, grant users who run the action to identify expansion opportunities access to the ProcessPoliciesController Apex class.

If you use custom permission sets, ensure that users who run the action to identify expansion opportunities have:

  • Read access to the Industry, Annual Revenue, and Billing Country fields in the Account object
  • Create access in the Work Suggestion object
  • Read access to the Description, Active, and Type fields in the CS Policy object
  • Read access to the Content, Execution Instructions, Default, and Policy Header fields in the CS Policy Version object
  • Any additional read permissions required by the grounding data configured in the prompt template. By default, the CSC Identify Ex Opp Configuration prompt template is used.

Included in This Feature

This section details the items that have been added in this release.

Fields
Fields Added in May 2026
Object Field Description Further Information
CS Policy Type The type of the policy. Available values are Playbook (default) and Expansion Opportunity. CS Policy Fields
Lightning Components
Lightning Components Added in May 2026
Component Description Further Information
CSC AI Actions Enables users to run AI actions from an account record page, such as identifying expansion opportunities. CSC AI Actions Lightning Component Fields
Customer Success Cloud Lightning Components

Generating an Expansion Opportunity from a Work Suggestion

Upgrade Steps

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

Improved Work Suggestion Card

Upgrade Steps

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

Included in This Feature

This section details the items that have been updated in this release.

Lightning Components
Lightning Components Updated in May 2026
Component Description Further Information
CSC Work Suggestions Each work suggestion card now reflects the suggested record type: the card icon, the title link, and the footer for the record to be created, and the generation button label includes the record type. CSC Work Suggestions Lightning Component Fields

Focusing on a Single Suggestion Type

Upgrade Steps

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

Included in This Feature

This section details the items that have been updated in this release.

Lightning Components
Lightning Components Updated in May 2026
Component Description Further Information
CSC Work Suggestions The toolbar now contains a work suggestions filter so the list can be narrowed down to a single suggestion type. CSC Work Suggestions Lightning Component Fields

Defining a Policy Type when Creating a CS Policy

Upgrade Steps

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

Included in This Feature

This section details the items that have been added in this release.

Fields
Fields Added in May 2026
Object Field Description Further Information
CS Policy Type The type of the policy. CS Policy Fields

Improving Day-to-Day Workflows

Upgrade Steps

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

Included in This Feature

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

List Views
List Views Added in May 2026
Object Description Further Information
Account Customer Success Resource A default Recently Viewed list view is now available from each object's tab and lookup search results. Account Customer Success Resource Fields
Account Customer Success Segment Account Customer Success Segment Fields
Account Product Account Product Fields
Account Resourcing Account Resourcing Fields
Account Skill Account Skill Fields
Activity Product Activity Product Fields
Business Challenge Business Challenge Fields
CS Activity CS Activity Fields
CS Cloud Resource CS Cloud Resource Fields
CS Policy CS Policy Fields
CS Region CS Region Fields
CS Resource Skill CS Resource Skill Fields
CS Skill CS Skill Fields
CS Skill Set CS Skill Set Fields
CS Skill Set Skill CS Skill Set Skill Fields
Customer Success Metric Customer Success Metric Fields
Customer Success Metric Account Value Customer Success Metric Account Value Fields
Customer Success Segment Metric Customer Success Segment Metric Fields
Expansion Opportunity Expansion Opportunity Fields
Expansion Opportunity Instance Expansion Opportunity Instance Fields
Expansion Opportunity Product Expansion Opportunity Product Fields
Objective Objective Fields
Objective KPI Objective KPI Fields
Objective KPI Product Objective KPI Product Fields
Objective KPI Value Objective KPI Value Fields
Objective Product Objective Product Fields
Playbook Playbook Fields
Playbook Customer Success Resource Playbook Customer Success Resource Fields
Playbook Product Playbook Product Fields
Playbook Skill Playbook Skill Fields
Playbook Task Product Playbook Task Product Fields
Resource Pool Resource Pool Fields
Resource Pool Membership Resource Pool Membership Fields
Source Source Fields
Success Plan Success Plan Fields
Success Plan Customer Success Resource Success Plan Customer Success Resource Fields
Success Plan Product Success Plan Product Fields
Success Plan Skill Success Plan Skill Fields
Team Team Fields
Team Membership Team Membership Fields
Work Suggestion Work Suggestion Fields
Fields
Customer Success Cloud Dataset Input Fields Added in May 2026
Field Label Field API Name Description Further Information
Row Type RowType Identifies the source object for each row in the dataset, for example, Account, Contact, or Segment. Customer Success Cloud Input Fields.

Increase Flexibility in Your Workflow with Reduced Account Dependencies

Upgrade Steps

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

Link Expansion Opportunities to Playbooks

Upgrade Steps

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

Upgrade Steps for Spring 2026
Step Action Further Information
1. Add the Expansion Opportunity field to the Playbook object’s page layouts.

For more information about page layouts, see the Salesforce Help.
2. Add the Playbooks related list to the expansion opportunity page layout. For more information about adding related lists, see the Salesforce Help.

Included in This Feature

Fields

Fields added in Spring 2026
Object Field

Further Information
Playbook Expansion Opportunity The expansion opportunity that relates to the playbook.

Manage Success Plans with Centralized Reporting

Upgrade Steps

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

Included in This Feature

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

Report Folders

Report Folders Added in May 2026
Folder Name Description
CSC Success Plan Management Centralized folder containing standard reports for success plans.

Reports

Reports Added in May 2026
Report Name Description
My Active Success Plans Displays a list of all success plans where you are the owner.
My Team's Active Success Plans Displays success plans owned by your direct reports.
Accounts without Success Plans Displays accounts that currently do not have an associated success plan.

Monitor the Customer Lifecycle with the New Suite of Packaged Reports

Upgrade Steps

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

Included in This Feature

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

Fields

Object Field Description Further Information
Account Customer Success Resource Line Manager Is Current User Indicates that the logged-in user is the line manager of the resource associated with the account customer success resource. Account Customer Success Resource Fields
CS Cloud Resource Line Manager Is Current User Indicates that the logged-in user is the line manager of the resource. CS Cloud Resource Fields

Prepare AI-Powered Business Review Summaries

Upgrade Steps

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

Prepare for Customer Interactions with AI-Powered Account Summaries

Create and Access Account Summaries on Account Record Pages

Upgrade Steps

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

Upgrade Steps for May 2026
Step Action

Further Information
1

Add an Overview tab to the Account Record Page in the Lightning App Builder.

For more information about Lightning record pages, see the Salesforce Help.
2 Add the CSC Account AI Summary Lightning component to the new tab.

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 May 2026
Component Description

Further Information
CSC Account AI Summary Enable users to generate and view AI account summaries on account record pages, with results organized into section tabs. CSC Account AI Summary Lightning Component Fields

Scale Account Summaries for Larger Customer Accounts

Upgrade Steps

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

Configure Account Summary Section Visibility and Order

Upgrade Steps

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

Upgrade Steps for May 2026
Action

Further Information
[Optional] Configure the visibility and order of sections in account summaries by using the CS Cloud Account Summary Settings custom setting. Customizing the Account Summary

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 May 2026
Custom Setting Description

Further Information
CS Cloud Account Summary Settings Contains settings that control which sections appear in account summaries and the order in which they are displayed. Custom Settings

Streamline Business Reviews with Custom Presentation Slide Decks and Templates

Upgrade Steps

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

Upgrade Steps for May 2026
Actions

Further Information
To make the Create CS Presentation Template action available in the Actions panel on the Customer Success Management Workspace, enable Show Create CS Presentation Template in the CSC Workspace Actions Lightning component in the Lightning App Builder. Customer Success Cloud Actions Lightning Component Properties
If you use custom permission sets, ensure that users who need to create, read, update, or delete CS presentation templates have the appropriate object permissions.

Included in This Feature

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

Objects

Objects Added in May 2026
Object Description

Further Information
CS Presentation Template Stores presentation templates used to export business review summaries as PPTX files. CS Presentation Template Fields

Lightning Components

Lightning Components Updated in May 2026
Component Description

Further Information
CSC Workspace Actions The component now includes the Create CS Presentation Template action, which opens the Create CS Presentation Template window. Customer Success Cloud Actions Lightning Component Fields

Lightning Component Properties

Lightning Component Properties Added in May 2026
Component Property

Further Information
CSC Workspace Actions Show Create CS Presentation Template Customer Success Cloud Actions Lightning Component Properties

 

Streamline Collaboration with Public Work Suggestion List Views

Upgrade Steps

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

Included in This Feature

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

List Views

List Views Added in May 2026
Object List View Description

Further Information
Work Suggestion New Work Suggestions Displays work suggestions with a status of New, sorted by the most recent created date. Work Suggestions Overview
Accepted Work Suggestions Displays work suggestions with a status of Accepted, sorted by the most recent created date.
Dismissed Work Suggestions Displays work suggestions with a status of Dismissed, sorted by the most recent created date.

Streamline Workflows and Data Management Using Enhanced Value Tracker

View More Objective KPI Details in Record Details Panel

Upgrade Steps

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

Get More Reliable Status Reports with Precise KPI Start Dates

Upgrade Steps

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

Upgrade Steps for May 2026
Action Further Information
Add the Start Date field to the Objective KPI object's page layouts.

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 May 2026
Object Field Description Further Information
Objective KPI Start Date The date from which the objective KPI's status is calculated. Objective KPI Fields
Customer Success Cloud Output Fields Added in May 2026
Field Type Field Label Field API Name Description Further Information
Date Objective KPI Start Date ObjectiveKpiStartDate The start date of the objective KPI. Customer Success Cloud Output Fields

Define Clearer Goals in the Enhanced Objective KPI Windows

Upgrade Steps

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

Included in This Feature

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

Custom Setting Fields
Custom Setting Fields Added in May 2026
Object Field Description Further Information
CS Cloud Create/Edit Field Set Settings Create Objective KPI Fields The API name of the field set that defines the additional objective KPI fields that are available when creating an objective KPI. Custom Settings
Edit Objective KPI Fields The API name of the field set that defines the additional objective KPI fields that are available when editing an objective KPI.
CS Cloud Record Details Panel Settings Value Tracker Objective KPI Fields The API name of the field set that defines the objective KPI fields displayed in the Record Details panel of Value Tracker.
Field Sets
Field Sets Added in May 2026
Object Field Set Description Further Information
Objective KPI Create Objective KPI Fields Defines the objective KPI fields that are available when creating an objective KPI in the Create Objective KPI window. Objective KPI Field Sets
Edit Objective KPI Fields Defines the objective KPI fields that are available when editing an objective KPI in the Edit Objective KPI window.
Value Tracker Objective KPI Fields Defines the objective KPI fields displayed in the Record Details panel of Value Tracker.

Edit All Available Objective KPI Fields from Value Tracker

Upgrade Steps

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

Track Opportunities Created from Expansion Opportunities

Upgrade Steps

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

Upgrade Steps for Spring 2026
Step Action

Further Information
1. Add the Expansion Opportunity Instances related list to your existing expansion opportunity page layouts.

For more information about page layouts, see the Salesforce Help.
2. [Optional] Configure the Create Opportunity Fields field set on the Opportunity object to define the fields displayed in the creation window. Opportunity Field Sets
3. [Optional] To enable the automatic creation of opportunity line items, select the Enable Opportunity Window Product Field in the CS Cloud Expansion Opportunity Settings custom setting. Custom Settings

Included in This Feature

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

Objects

Objects added in Spring 2026
Object Description

Further Information
Expansion Opportunity Instance Stores the relationship between expansion opportunities and the resulting Salesforce opportunities. Expansion Opportunity Instance Fields

Custom Settings

Custom Setting Fields added in Spring 2026
Custom Setting Custom Setting Field Description

Further Information
CS Cloud Create/Edit Field Set Settings Opportunity Create Fields The API name of the field set that defines the fields available when creating an opportunity from an expansion opportunity. Custom Settings
CS Cloud Expansion Opportunity Settings Enable Opportunity Window Product Field If selected, the Product field is displayed in the Create Opportunity from Expansion Opportunity window.

Release Content

Upgrade Steps

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