New Features and Enhancements in Customer Success Cloud Spring 2026

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

If you are upgrading from a previous version, see Upgrading to Customer Success Cloud Spring 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 January 2026, check the documentation for previous releases for upgrade details.

Dependencies on Other Certinia Packages

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

Create Expansion Opportunities to Manage Business Growth

Enhance Visibility and Tracking of Expansion Opportunities

We’ve updated the KPI cards on the Customer Success Management Workspace to enable you to quickly find the most relevant information. By default, the workspace now displays the My Active Opportunities KPI card. If you're using a customized version of the Customer Success Management Workspace, contact your administrator. You can use the My Active Expansion Opportunities KPI card on the Customer Success Management Workspace to navigate to the new My Active Expansion Opportunities list view, which displays a list of all of the expansion opportunities that you’re the owner of.

To support this, we’ve added the following new fields to the Expansion Opportunity object:

  • Active

  • Owner is Current User

The Owner is Current User field is used to identify if the logged in user is the same as the expansion opportunity owner, this field is for system use. This enables you to see all of the records you are assigned the owner of regardless of if you created the record.

Administrators can now use the Expansion Opportunity Create Fields field in the CS Cloud Create/Edit Field Set Settings custom setting to define the fields available when creating an expansion opportunity.

We’ve also added the new Expansion Opportunity Active Statuses custom setting field to the CS Cloud Settings custom setting, which enables your administrator to control the values in the expansion opportunity Active field that set the related active indicator as true.

Finally, we’ve added the Create Expansion Opportunity Fields field set to the Expansion Opportunity object, which your administrator can use to define the expansion opportunity fields that are available when creating expansion opportunities.

For more information see Customer Success Management Workspace, Expansion Opportunity Fields, Custom Settings, andExpansion Opportunity Field Sets

Linking CS Activities to Expansion Opportunities

You can now associate a CS activity with an expansion opportunity. To support this, we’ve added the Expansion Opportunity field to the CS Activity object. You can access this field from the CS activity page, and the create and edit CS activity windows.

We’ve added the Activity Tracker to the expansion opportunity page and you can now filter the tracker by Expansion Opportunity. When you open the Activity Tracker from an expansion opportunity record page, it refines the data according to the expansion opportunity you're on. The tracker also automatically refines the data depending on the account, success plan, and objective that the expansion opportunity is associated with, and the corresponding fields don’t display in the Filters panel.

A CS Activities related list is now available on expansion opportunity record pages, enabling you to view all activities associated with an expansion opportunity.

If you're using a customized version of the expansion opportunity record page, contact your administrator.

We’ve added the following options to enable administrators to configure this feature:

  • Administrators can control which columns display in the Select Expansion Opportunity window using the new Expansion Opportunity Search Window Columns field set.

  • Administrators can define the API name of the field set used in the selection window using the Expansion Opp. Search Window Columns field in the CS Cloud Record Search Window Settings custom setting.

Streamline Expansion Opportunity Management with Enhanced Data Validation

We have enhanced the expansion opportunity management experience to provide better data validation and a more intuitive workflow when working with hierarchical records. When you create an expansion opportunity directly from an existing expansion opportunity record page, the Account, Success Plan, and Objective fields are now automatically populated with the values from the current record. To ensure data integrity, the picklist options for these fields now follow a strict hierarchy. If you clear a parent field, the associated child fields are automatically cleared:

  • Clearing the Account field clears the Success Plan and Objective fields.
  • Clearing the Success Plan field clears the Objective field.

We have also introduced smarter product filtering and auto-population in the Create CS Activity, Edit CS Activity, Create Playbook, and Edit Playbook windows:

  • Dynamic Filtering: You can now select products associated with the account hierarchy plus any products linked directly to the selected expansion opportunity.
  • Smart Auto-population: If the Product field is empty when you select an expansion opportunity, it is automatically filled with the products linked to that opportunity.
  • Hierarchy Enforcement: If the Enable Product Hierarchy custom setting is enabled and you clear the expansion opportunity field, the Product field is automatically cleared to prevent invalid product associations.

The All list view for Expansion Opportunity Instances now includes the Expansion Opportunity Instance ID to help you identify and manage records more effectively.

Customize Create and Edit Windows with Expanded Field Support

We’ve enhanced several create and edit windows by moving previously fixed fields into field sets, expanding field support and increasing data flexibility. You can now add, remove, or reorder these fields within the associated field sets to suit your business requirements. The following are the windows and field set that are updated:

  • The Create Playbook and Edit Playbook windows are enhanced. The fields that are now managed through the field sets are:
    • Create Playbook Fields field set: Account, Parent Success Plan, Objective, Is Template, Playbook Owner, and Start Date.
    • Edit Playbook Fields field set: Account, Parent Success Plan, Objective, Stage, Playbook Owner, Start Date, and End Date.
  • The Create Playbook Task and Edit Playbook Task windows are enhanced. The fields that are now managed through the field sets are:
    • Create Playbook Task Fields field set: Account, Parent Success Plan, Objective, Playbook, Status, Notes, Start Date, and End Date.
    • Edit Playbook Task Fields field set: Account, Objective, Parent Success Plan, Status, Playbook, Start Date, and End Date.
  • The Create CS Activity and Edit CS Activity windows are enhanced. The fields that are now managed through the field sets are:
    • Create CS Activity Fields field set: Account, Success Plan, Objectives, Objective KPI, Playbook, Expansion Opportunity, Type, and Notes.
    • Edit CS Activity Fields field set: Account, Success Plan, Objectives, Objective KPI, Playbook, Expansion Opportunity, Type, and Notes.
  • The Create Success Plan and Edit Success Plan windows are enhanced. The fields that are now managed through the field sets are:
    • Create Success Plan Fields field set: Success Plan Owner, Account, Effective Date, and Is Template.
    • Edit Success Plan Fields field set: Success Plan Owner, Account, Effective Date,, and Status.

For more information, see:

Enhance Playbook and Expansion Opportunity Integration

We have introduced several enhancements to improve how you track and manage expansion opportunities related to your playbooks. These changes ensure that expansion opportunities are visible in key management tools without cluttering the primary hierarchy views.

Enhanced Success Tracker Visibility

You can now view the related Expansion Opportunity and Objective for a playbook directly within the Record Details panel of the Success Tracker. This allows you to maintain context of the commercial growth associated with a playbook while keeping the main scheduler view focused on the project timeline.

Expansion Opportunity Filtering in Task Manager

The Playbook Task Manager now supports filtering by Expansion Opportunity. This enables you to isolate and manage tasks specifically tied to business growth initiatives across multiple accounts or success plans.

Streamlined Expansion Opportunity Creation

To reduce manual data entry, the Create Expansion Opportunity window now automatically populates the Account, Success Plan, and Objective fields when opened from the context of a Playbook or Playbook Task record page.

Playbook Field Set Flexibility

Administrators now have greater control over the Create Playbook window. The Expansion Opportunity field is now managed via field sets, allowing it to be removed if your business process does not require it during the initial playbook creation.

Enhance Health Score Configuration with Grouping Support

We've enhanced health score configuration to support granular performance tracking through metric grouping. This update enables you to categorize metrics into logical groups, such as Product Usage or Support Engagement, and assign specific weightings to those groups. These group-level scores then roll up into the overall account health score, providing a more detailed view of account health across different business areas.

To support this, we have:

  • Added a new Group field to the Customer Success Metric object.
  • Updated the Configure Health Scores window with a new step for managing group weightings and metrics.
  • Split the configuration process into two distinct stages: group-level and metric-level configuration.

For more information, see Configuring Segment Metrics and Customer Success Metric Fields.

Enhance Product Support

Manage Health Scores

You can now record metrics against groups using the new Group field on the Customer Success Metric object. This enables you to generate granular health scores for specific groupings to identify healthy or at-risk areas. You can also apply weightings to these groups, which automatically roll up to the overall account health score.

To support this, we've added the Group field to the Metrics dataset to enable the grouping data to display in a future dashboard.

For more information, see Customer Success Metric Fields and CS Cloud Analytics Data Reference.

Identify At-Risk Areas with Group Health Scores

We've introduced the Group Health Score dashboard to provide you with independent health insights for specific metric groupings. While the standard health score provides an overall account view, the Group Health Score dashboard enables you to view performance for any groups you create. This can be specific product lines, location, or any other classifications.

You can still view your overall Account Health Score, but now you can also view the individual group scores that make up that total. Additionally, the dashboard provides a group comparison view, allowing you to see exactly how a specific group is performing across all of your accounts at a glance. This new dashboard enables you to:

  • Switch between account and group views using dedicated tabs.
  • Identify specific at-risk groups across your entire customer base.
  • View a breakdown of group-level health per account.
  • Analyze metric details, weightings, and trends within each group.

The dashboard is designed to be embedded in the Customer Success Management Workspace, serving as a single destination for both account-level and group-level health trends.

For more information, see Group Health Score Dashboard.

Filter Products in the Product Grid

Customer success managers can now filter the records displayed in the Product Grid and the Add Products to Account window. This enables you to quickly find specific products associated with an account. To support this, we've added a Filters panel to the Product Grid. Additionally, searching in product and resource lookup fields now returns up to five results when the search bar is empty, facilitating easier browsing.

Administrators can customize the available filter fields using two new field sets in the Product object:

  • Add Products to Account Filter Fields
  • Product Grid Filters Panel Fields

For more information, see Product Grid Overview and Customizing the Filters Panels.

Bulk Manage Products

We've enhanced the way you manage product associations across your customer success records. You can now bulk-apply products from a parent record to all of its related child records when creating or editing records.

To support this, we've added an Apply Products to all related records checkbox to:

  • The template sections of the following creation windows:

    • Create Success Plan
    • Create Objective
    • Create Playbook

  • The following edit windows:

    • Edit Success Plan
    • Edit Objective
    • Edit Playbook

When you select this checkbox, the products assigned to the record are automatically added to its related child records, such as playbook tasks and objective KPIs. This streamlines the setup process and ensures consistency across your account's record hierarchy.

For more information, see:

Link Expansion Opportunities to Playbooks

We’ve enhanced the relationship between expansion opportunities and playbooks to provide a more integrated view of business growth. You can now link an expansion opportunity directly to a playbook, ensuring that your customer success activities are clearly aligned with potential revenue expansion.

To support this, we’ve added the Expansion Opportunity field to the Playbook object. This field is also now included in the grounding data for AI-generated playbook and playbook closure summaries. Additionally, the Playbook Closure Summary now displays a read-only Expansion Opportunity field on the activity form for improved context.

The Activity Tracker has also been updated; when viewed on a playbook record page, it now automatically filters activities by the associated expansion opportunity in addition to the objective, success plan, and account.

For more information, see:

Optimize Dynamic Playbook Generation with CS Policy

As part of our continuing improvements to CS policies, work suggestions, and creation of dynamic playbooks through it, we've made the following enhancements:

  • Added a Work Suggestions component that can be dragged onto the Account record page. This enables Customer Success Managers (CSMs) to view and act on suggestions directly within the account context.

  • Now when you create a playbook from a work suggestion record, you can associate a success plan or edit the account associated, playbook name, playbook task name, and the start and end dates for the playbook and playbook task.

  • Added the ability to dismiss work suggestions directly from the Work Suggestion record page and the Account record page. This enables CSMs to remove irrelevant work suggestions by selecting a dismissal reason, ensuring their list remains focused on high-priority work suggestions.

  • Added a governance layer to CS Policy Version records to protect AI-synchronized data. By restricting search visibility, hiding the clone action, and enforcing strict validation, we ensure all updates follow the secure Create New Policy workflow. This prevents data corruption and maintains a consistent audit trail for your AI-driven insights.

  • Introduced Title and AI Generated field for Work Suggestions object. We've also deprecated the Suggested Records field. The existing work suggestion records will have an empty Title field as this logic applies only to new records created moving forward.
  • Renamed the Create Playbook button to Generate on the Work Suggestion and Account Record pages.
  • Added Bypass Policy Version Trigger field in Customer Success Cloud Process Settings custom setting.

For more information, see:

Prepare AI-Powered Business Review Summaries

We’ve enhanced business review summaries to enable customer success managers (CSMs) to save their summaries, generate business review agendas, and access the referenced records more easily.

Saving Summaries for Future Use

CSMs can now save business review summaries, which enables them to revisit and reuse the summarized content at any time without having to regenerate it. To save a summary, they can click Save Business Summary in the Generate Business Review Summary window. When they save a summary, a CS AI summary record is created and associated with the account, which can then be viewed in the CS AI Summaries related list on the account’s record page. This provides a history of account insights and streamlines preparation for future customer engagements.

Generating a Business Review Agenda

CSMs can instantly transform an AI-generated business review summary into a structured meeting agenda using the new Generate Business Review Agenda action in the Generate Business Review Summary window. This enables them to quickly prepare a fully formatted email draft based on the existing summary as the primary source of information, including the main discussion points for their stakeholder meeting.

Accessing Summary Records

Records referenced in business review summaries now include hyperlinks to their pages. This enables CSMs to quickly access referenced records, such as specific playbooks or objectives, to verify data and review additional context directly when generating a summary or viewing a saved one.

For more information, see:

Prepare for Customer Interactions with AI-Powered Account Summaries

We've enhanced account summaries, providing customer success managers (CSMs) with an even more holistic overview that demonstrates value and aligns future strategy.

Creating Expansion Opportunities from Account Summaries

CSMs can now create expansion opportunities from account summaries, based on AI-generated expansion opportunity suggestions. This enhancement reduces manual effort to create expansion opportunities and helps CSMs act on AI-generated account insights faster. To support this, we’ve:

  • Added the Create Expansion Opportunity action to the Generate Account Summary window
  • Renamed the Expansion Opportunities section to Suggested Expansion Opportunities
  • Refined the generation of expansion opportunity suggestions

Saving Summaries for Future Use

CSMs can now save account summaries, which enables them to revisit and reuse the summarized content at any time without having to regenerate it. To save a summary, they can click Save Account Summary in the Generate Account Summary window. When they save a summary, a CS AI summary record is created and associated with the account, which can then be viewed in the CS AI Summaries related list on the account’s record page. This provides a history of account value demonstration and strategy alignment.

New Account Summary Sections

We've added the following sections to the Generate Account Summary window:

  • Relational Health, reflecting the strength and quality of a customer relationship, identified through positive indicators such as:

    • Active collaboration
    • Executive engagement
    • Constructive sentiment in communication

  • Strategic Value Achievements, reflecting the successes realized by the customer, identified through positive indicators such as:

    • Efficiency gains and cost savings
    • Revenue growth and feature adoption
    • Lifecycle achievements and completed success plans

These sections help CSMs to better understand the customer interactions and business activities of their accounts. We’ve also renamed the Key Achievements section to KPI Progress, reflecting how it shows measurable progress toward customer objectives.

Expanded Account Highlights

We’ve expanded the Account Highlights section in the Generate Account Summary window to provide CSMs with even more essential account summary details. Now, that section displays the following fields by default:

  • Active Expansion Opportunities
  • Active Projects
  • Product Family
  • Red Projects

We’ve also enabled administrators to control the visibility of Account Highlights subsections using new fields in the CS Cloud AI Summary Settings custom setting.

Key Stakeholder Contact Access

Customer success managers can now open key stakeholder contact records directly from the Generate Account Summary window by clicking the names in the Key Stakeholders section.

Summary Field and Section Visibility

If a field in the Account Highlights section has no value, users can now view it with the Not Available value displayed. Previously, fields with no values weren’t included in account summaries. In addition, if a summary section can’t be generated, it’s now no longer displayed. In such cases, we recommend reviewing the error messages displayed in the window and then trying to generate the summary again.

For more information, see:

Streamline Record Creation from Templates

We’ve automated the assignment of playbook task resources when creating or cloning playbooks from templates using flows or the API. When a template includes playbook tasks without assigned resources, the playbook’s owner is automatically assigned as the playbook task resource. Previously, these resources were assigned only when creating playbooks from such templates in the Create Playbook window. This enables customer success managers, leaders, and participant users to create playbooks with assigned resources more quickly and efficiently. In addition, task resources are now cloned when creating objectives and success plans using flows or the API, which automates their creation further.

For more information, see:

Support the Custom Account Object in Customer Success Cloud

We’ve enhanced the Account filter field to support advanced search and give you access of Select Account window. You can now search and filter by accounts in the Activity Tracker, Account Grid, Success Tracker , and other features that utilize the shared Account filter field. We've also added the Account field in the Activity Tracker Filters panel that can be configured by administrators through the Activity Tracker Filters Panel Fields field set.

For more information, see:

Track Opportunities Created from Expansion Opportunities

We’ve enhanced the process of handing off expansion opportunities to Sales. You can now track every Salesforce opportunity created from an expansion opportunity using the new Expansion Opportunity Instance object. This ensures CSMs have full visibility into the outcomes of their expansion efforts.

To support this, we’ve added:

  • The Expansion Opportunity Instances related list to expansion opportunity record pages.
  • A new Expansion Opportunity Instance object to store the relationship between your expansion records and Salesforce opportunities.

We've also increased the flexibility of the Create Opportunity from expansion opportunity window. Administrators can now use field sets to customize the fields displayed in the window. Furthermore, if enabled by your administrator, products associated with an expansion opportunity are now created as opportunity line items in the resulting Salesforce opportunity.

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.

Certinia Academy

If you want to learn more about the new features in this release, see the CS Cloud - Spring 2026 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.