New Features and Enhancements in Customer Success Cloud May 2026

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

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

Dependencies on Other Certinia Packages

Customer Success Cloud May 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 May 2026.

Drive Customer Success with Enhanced Dynamic Playbooks and AI Guidance

We've made the following updates to Dynamic Playbooks.

Drive Proactive Outcomes with AI-Powered Guidance in Dynamic Playbooks

We've enhanced the playbook creation process by enabling you to assign resources to your playbook tasks when you create new playbooks. This streamlines the process, removing the need to automatically allocate resources to playbooks after you've created them. The playbook owner is automatically assigned to all tasks when you create the playbook. You can change the resources assigned at task level before saving the playbook. To support this, we've added:

  • The Playbook Owner field to the Work Suggestion Playbook Fields field set in the Playbook object.
  • The Assigned Resources field to the Work Suggestion Task Display Fields field set in the Playbook Task object.

For more information, see Creating Dynamic Playbooks From Work Suggestions

Generate Adaptive Playbook Tasks with AI Reasoning

We’ve enhanced CS Policies to move beyond static task lists. Now, when customer success managers generate playbooks for an account, the tasks created are more suitable for the customer, as the AI interprets the policy content against specific triggering events to generate context-aware playbook tasks. This enhancement enables administrators to define high-level guidelines without hard-coding every "if/then" branch. Both the number of tasks generated and the specificity of their descriptions adapt to the account scenario, so a single policy can produce different sets of tasks, such as one set for a "Yellow" health status and another for a "Red" health status.

For more information, see CS Policy Overview.

Elevate Customer Outcomes with AI-Driven Success Plans

AI-driven success plan management continues to evolve, giving customer success managers (CSMs) more flexibility over how they create and refine objectives and the KPIs that measure them. The previous Generate Objectives and Objective KPIs action is now split into two dedicated actions: a redesigned Generate Objectives action with inline editing, and a new Generate Objective KPIs action that adds KPIs to objectives that already exist.

Generate Objectives Independently and Edit AI Suggestions

The action that generates objectives from a success plan is now dedicated to objectives only. CSMs can use the renamed Generate Objectives action in the Actions panel on a success plan record page to receive AI-generated objective suggestions, without being routed through KPI generation in the same window.

CSMs can edit each suggested objective directly in the grid before selecting it for creation. The Name, Category, End Date, and Summary fields are editable, so CSMs can refine the AI suggestions to fit the account context in one step.

Generate Objective KPIs for Existing Objectives

CSMs can now generate objective KPIs with AI for objectives that already exist, without having to re-run objective generation. This supports CSMs who want to add measurable targets to objectives they created earlier.

The new Generate Objective KPIs action is available in two places:

  • The Actions panel on a success plan record page, where CSMs select up to ten objectives that do not yet have KPIs and generate KPIs for all of them at once.
  • The Actions panel on an objective record page, where CSMs generate KPIs for that single objective without leaving the record.

CSMs can review and edit each suggested objective KPI in the window before clicking Create. When generating from a success plan record page, edits to a KPI are preserved if the CSM deselects and then re-selects its parent objective while the window is open.

For more information, see:

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.

We've introduced the following custom actions to enable customer success managers to instantly generate tailored success plans, objectives, and KPIs for their customers using the :Salesforce Flow Builder to call an API method to execute Apex code:

  • Generate Success Plan from Opportunity with AI
  • Generate Objectives
  • Generate KPIs

For more information, see Custom Actions. For more information about Customer Success Cloudactions, see Customer Success Cloud Actions Lightning Component Fields

Enhance Analytics Performance and Sync Health Scores to Health Score Fields

Filter Products to a Valid Subset

When customer success managers (CSMs) create success plans, playbooks, objectives, CS activities, or playbook tasks, the Product field now automatically shows only the products that are relevant to the selected record. This means CSMs can quickly find and associate the right product without scrolling through unrelated options.

The product list is automatically narrowed based on the products associated with the closest parent record. This helps CSMs stay focused and reduces the risk of assigning an incorrect product.

For more information, see:

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

The CS Cloud Core Analytics dataset now includes data from the CS Region, Success Plan Skill, and Account Resourcing objects, along with the Region and Role fields on the Success Plan, Playbook, and CS Cloud Resource records. Customer success managers can now report on regional coverage, role distribution, skill ratings, and account resourcing demand directly from their CS Cloud Core Analytics dashboards.

For more information, see:

Enhance CS Cloud Analytics with Policy and Work Suggestion Data

We've added new fields from the Policy, Policy Version, and Work Suggestion objects to the Customer Success Cloud dataset to enable customer success directors to report on:

  • Policy effectiveness
  • Suggestion acceptance rates
  • Dismissal reasons
  • Comparisons between AI-generated and manual breakdown suggestions

For more information, see Customer Success Cloud Input Fields and Customer Success Cloud Output Fields.

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

Customer success managers (CSMs) can now drive the full cross-sell loop from an account record page. Use AI to identify expansion opportunity work suggestions on demand, then turn each suggestion into a prefilled expansion opportunity record without leaving the account.

Identifying Cross-Sell Expansion Opportunities using AI Actions

A new AI Actions card on account record pages enables CSMs to identify expansion opportunities. When they click Run in the Identify Expansion Opportunities section:

  1. The account's industry, annual revenue, and billing country are evaluated against a CS policy template.
  2. Expansion opportunity work suggestions are created and displayed in the Work Suggestions tab for their review.

In the card's footer they can view how many expansion opportunity work suggestions exist for the account and when the most recent suggestion was identified, confirming if the account is up to date.

Generating an Expansion Opportunity from a Work Suggestion

CSMs can now generate an AI-prefilled expansion opportunity directly from a work suggestion. When the work suggestion comes from a policy of type Expansion Opportunity, they can click Generate Expansion Opportunity on the work suggestion to open a creation window with the account, name, products, and description prefilled from the policy and triggering event description. They can then review the values, edit any field, and click Create to add the expansion opportunity to the account. This brings expansion opportunities into the same suggestion-driven workflow that already exists for dynamic playbooks, so a single Work Suggestions List can drive both record types.

Improved Work Suggestion Card

The work suggestion card now reflects the suggested record type:

  • The card icon matches the icon of the record to be created.
  • The card title is a link to the work suggestion record.
  • The footer shows the suggested record type alongside the creation date.

In addition, the Generate button has been renamed to include the record type that the work suggestion is created for. For example, Generate Expansion Opportunity or Generate Playbook.

Focusing on a Single Suggestion Type

AI-generated cross-sell suggestions are now displayed in the Work Suggestions tab whenever an opportunity exists for a product in an expansion opportunity CS policy. Pre-filtering removes suggestions where the account already owns the product, has a late-stage or closed-lost opportunity for that product, or is already being addressed by an existing expansion opportunity or work suggestion. A new filter drop-down list in the Work Suggestions tab on account record pages then enables CSMs to focus on one suggestion type at a time, making it easier to scan accounts that have a mix of suggestion types.

Defining a Policy Type when Creating CS Policies

You can now select a policy type when creating a CS policy. The new Type field in the Create CS Policy window has two values:

  • Playbook, which drives dynamic playbook generation
  • Expansion Opportunity, which drives the surfacing of cross-sell suggestions

The CS policy version's execution instructions are generated to match the selected type. In addition, the Policy Content and Execution Instructions fields on the CS policy version now accept up to 131,072 characters, giving you space for richer policy authoring.

Improving Day-to-Day Workflows

We’ve also included several enhancements that help customer success managers navigate Customer Success Cloud more efficiently:

  • Customer Success Cloud objects now include a default Recently Viewed list view, available from each object's tab and lookup search results, so customer success managers can return to recent records without configuring a list view first.
  • On the Expansion Opportunity Overview dashboard, the Account Name, Expansion Opportunity Name, and Opportunity Name columns in the detail tables now link directly to their source records. Across the wider CS Cloud Analytics dataset, more record-name fields are clickable, so you can investigate dashboard rows from their respective record pages.
  • A new Row Type field in the CS Cloud Analytics dataset identifies the source object for each row, for example, Account, Contact, or Segment, so dashboard authors can filter rows by data origin.

For more information, see:

Increase Flexibility in Your Workflow with Reduced Account Dependencies

We’ve made the Account filter in the Filters panel optional. By default, Value Tracker now displays information for all accounts, removing the previous requirement to select a specific account in Customer Success Management Workspace and other object's record pages. This filter remains unavailable on account, success plan, and objective record pages.

For more information, see Value Tracker Overview and Value Tracker Lightning Component Fields.

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:

Manage Success Plans with Centralized Reporting

To help you track workloads and ensure account coverage, we've introduced a centralized reporting foundation for success plans. This release includes a new managed report folder and three high-priority reports designed for customer success managers and leaders.

The new reports enable you to view all your active success plans in one place, monitor success plans owned by your team, and identify accounts that do not have an associated success plan.

For more information, see Success Plan Management Reports

Monitor the Customer Lifecycle with the New Suite of Packaged Reports

We've introduced a new suite of packaged reports to provide a complete overview of your customer success health.

To enable line managers to view their own and team's reports, we've created a Line Manager is Current User checkbox field on the CS Cloud Resource object that is automatically selected once a line manager is logged in making My Team's reports accessible.

The following reports are newly packaged:

Account Management reports:

  • My Team's Accounts
  • Accounts by CS Resources

CS Activity Management reports:

  • My Scheduled CS Activities

Objective Management reports:

  • All My Blocked Objectives
  • My Open Objectives
  • My Team's Blocked Objectives
  • My Team's Open Objectives
  • Open Objectives

Playbook Task Management reports:

  • Flagged Playbook Tasks

We've also added new reports to the existing CSC: Time Management and CSC: Resource Management folders.

The following reports are newly added time management reports:

  • CS Timecards by Playbooks
  • CS Timecards by Playbook Tasks
  • CS Timecards with Miscellaneous Time

The following reports are newly added resource management reports:

  • Active CS Resources
  • My Active CS Resources
  • Resources by Skills

For more information, see:

Prepare AI-Powered Business Review Summaries

Business review summaries now handle sections where account data is limited. When a section doesn't have enough information to generate meaningful insights, such as objective KPIs, CS activities, or business challenges, a placeholder message is displayed instead of incomplete or irrelevant content. This helps customer success managers generate business review summaries more quickly and efficiently, and identify which areas of an account need more data to produce a complete summary.

For more information, see Business Review Summary Overview.

Prepare for Customer Interactions with AI-Powered Account Summaries

AI-powered account summaries continue to evolve to support customer success managers (CSMs) with richer experiences and broader data coverage.

Create and Access Account Summaries on Account Record Pages

Customer success managers (CSMs) can now create and access AI-powered account summaries from an Overview tab on account record pages. This provides an additional access point alongside the existing Actions panel. Unlike the Actions panel, which enables them to opens the summary in the Generate Account Summary window, the Overview tab displays the summary as an embedded, interactive view directly on the record page so CSMs can work through summary content without leaving their account.

The summary is organized into named sections where CSMs can:

  • Save the summary for future reference by clicking Share Options | Save Account Summary.
  • Regenerate the summary by clicking Regenerate Summary.
  • Access next steps per tab by clicking Open Next Steps Panel.
  • Rate the generated content by clicking Like or Dislike.

In addition, from the Suggested Expansion Opportunities section, CSMs can create expansion opportunity records directly from AI-suggested opportunities.

Scale Account Summaries for Larger Customer Accounts

Account summaries now handle accounts with larger volumes of CS activity data. When a section of the summary contains more activities than can be processed at once, it’s still generated using the most recent activities. In addition, CSMs can view which section is affected and the date from which CS activities are included. When the volume of other account data is large enough that a section can’t include any CS activities, CSMs can view which section was affected and that no CS activities were included in it. Finally, if a section can’t be generated, CSMs are now notified about it.

Configure Account Summary Section Visibility and Order

Administrators can now configure which sections are displayed in account summaries and the order in which they are displayed, using the new CS Cloud Account Summary Settings custom setting. This enables them to tailor account summaries to their organization's workflow and avoid the generation of sections that their users don’t need. The behavior of existing orgs doesn’t change until at least one value is entered. In addition, the Executive Summary and Strategic Next Steps sections, which are generated from the content of other sections, display an insufficient-data message instead of generated content when every section that feeds them is hidden.

For more information, see:

Streamline Business Reviews with Custom Presentation Slide Decks and Templates

Customer success managers (CSMs) can now export business review summaries as PowerPoint presentations by:

  1. Clicking Export as Presentation in the recommended actions of the Generate Business Review Summary window.
  2. Selecting a presentation template.
  3. Exporting the populated presentation file.

Placeholders in the template are replaced with the AI-generated business review content, enabling CSMs to produce professional, client-ready presentations without manual formatting. CSMs and administrators can create CS presentation templates from the Actions panel on the Customer Success Management Workspace, and CSMs can create them from the Export as Presentation window, without leaving the workflow they’re in. The exported presentation retains the text formatting from the template and uses a descriptive filename that includes the account name and a timestamp.

To support this, we’ve added:

  • A new CS Presentation Template object, which enables administrators to create branded PPTX templates
  • The Export as Presentation action to the Generate Business Review Summary window
  • The Create CS Presentation Template action to the Actions panel

For more information, see:

Streamline Collaboration with Public Work Suggestion List Views

We’ve introduced three new public list views for the Work Suggestion object to help your team manage the life-cycle of AI recommendations more effectively. These views provide a shared source of truth, ensuring that all team members can access the same prioritized queues of work without individual configuration.

The new list views are:

  • New Work Suggestions: Displays all incoming recommendations that require review.
  • Accepted Work Suggestions: Displays recommendations that have been converted into playbooks or actions.
  • Dismissed Work Suggestions: Provides an audit trail of recommendations that were not acted upon.

To ensure you always see the most relevant data, all three list views default to sorting by created date, placing the most recent suggestions at the top of the list.

For more information, see Work Suggestions Overview.

Streamline Workflows and Data Management Using Enhanced Value Tracker

We've made several enhancements to how customer success managers (CSMs) manage objective KPIs in Value Tracker.

View More Objective KPI Details in Record Details Panel

A new Objective KPI Details tab is now available in the Record Details panel. In this tab, CSMs can view the description, category, dates, and other details for the selected objective KPI. The tab contains the following sections:

  • Details
  • Progress
  • Value Trending

Administrators can customize which fields appear here by editing the Value Tracker Objective KPI Fields field set in the Objective KPI object.

Get More Reliable Status Reports with Precise KPI Start Dates

A new Start Date field in the Objective KPI object lets CSMs specify the date from which an objective KPI's status is calculated. Previously, status was always inferred from the start date of the parent objective. Setting a start date on the KPI itself ensures more accurate status reporting.

Define Clearer Goals in the Enhanced Objective KPI Windows

We’ve also redesigned the objective KPI creation and editing windows where the following information is now grouped under a Measurable Data section for clarity:

  • Start and target dates
  • Unit of measurement
  • The baseline, current, and target values

To support this, we’ve added the following:

  • The Create Objective KPI Fields and Edit Objective KPI Fields fields to the CS Cloud Create/Edit Field Set Settings custom setting, which administrators can use to specify the API name of the field sets that define the additional objective KPI fields available when creating and editing an objective KPI in the Create Objective KPI and Edit Objective KPI windows.
  • The Create Objective KPI Fields and Edit Objective KPI Fields field sets, which administrators can use to define the objective KPI fields available when creating and editing an objective KPI in those windows.

Edit All Available Objective KPI Fields from Value Tracker

You can now also edit objective KPIs directly from the Value Tracker grid using a dedicated window. In the grid, click Actions next to an objective KPI and select Edit to open the Edit Objective KPI window. The window gives you access to all editable fields without requiring them to be displayed as columns in the grid.

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.

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.