SECTIONSUpgrading to Customer Success Cloud September 2026
This page describes the changes to make when upgrading to September 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 Summer 2026, check the documentation for previous releases for upgrade details.
For information on new features and changes to existing features in September 2026, see New Features and Enhancements in Customer Success Cloud September 2026.
Allocate Resources to Customer Overviews Manually or Automatically
Upgrade Steps
To upgrade this feature to September 2026, take the following action.
| Step | Action |
Further Information |
|---|---|---|
| 1. |
Update any custom permission sets for working with the Role and Region fields on the Customer Overview object and the Customer Overview CS Resource object to include the CSC - Customer Success and CSC - Participant User permission sets. |
|
| 2. | Add the Role and Region fields to the customer overview page layout. | Customer Overview Fields |
| 3. | Add the Customer Overview CS Resource related list to the customer overview page layout. | Customer Overview CS Resource Fields |
| 4. | [Optional] The customer overview record page includes the CSC Resourcing component in the Customer Overview Owners tab. If you use a customized customer overview record page, add the component to it. | Customizable Lightning Components |
| 5. | [Optional] Enter values in the Role Priority, Account Priority, and Success Plan Priority fields on the CS Customer Overview Rank Settings custom setting to control how resources are ranked during auto-allocation. Each value must be unique, and 1, 2, and 3 are the only valid values. | Custom Settings |
| 6. | [Optional] To allocate resources sequentially instead of by ranking, or to enable more than one resource to be allocated for the same role, select Customer Overview Sequential Allocation field or Customer Overview Multiple Res Per Role field respectively in the CS Cloud Resource Allocation Settings custom setting. | |
| 7. | [Optional] To notify resources when they are allocated to or removed from a customer overview record, select Customer Overview Assignee Notifications field in the CS Cloud Notification Settings custom setting. |
Included in This Feature
Objects
| Object | Description |
Further Information |
|---|---|---|
| Customer Overview CS Resource | Stores a many-to-many relationship between the Customer Overview and CS Cloud Resource objects. Determines which resources are associated with a customer overview record. | Customer Overview CS Resource Fields |
Fields
| Object | Field |
Further Information |
|---|---|---|
| Customer Overview | Region | Customer Overview Fields |
| Role |
Custom Settings
| Custom Setting | Description |
Further Information |
|---|---|---|
| CS Customer Overview Rank Settings | Contains settings that control the behavior of CS Cloud Customer Overview resource allocation ranking calculation. | Custom Settings |
Custom Setting Fields
| Custom Setting | Custom Setting Field | Description |
Further Information |
|---|---|---|---|
| CS Cloud Notification Settings | Customer Overview Assignee Notifications | If selected, CS Cloud resources are notified when they are allocated as the owner of a customer overview. | Custom Settings |
| CS Cloud Resource Allocation Settings | Customer Overview Multiple Res Per Role | If selected, multiple resources can be allocated to each role during customer overview auto allocation. | |
| Customer Overview Sequential Allocation | If selected, auto-allocation on the customer overviews is done using the sequential methodology. | ||
| CS Cloud Process Settings | Bypass Customer Overview CS Res Trigger | If selected, disables the trigger for customer overview CS resources. |
Lightning Component
| Lightning Component | Update Description |
Further Information |
|---|---|---|
| CSC Resourcing | Supports the customer overview record page, so that you can allocate resources to a customer overview record manually or automatically. | Customer Success Cloud Lightning Components |
Lightning Record Pages
| Object | Record Page |
Further Information |
|---|---|---|
| Customer Overview | Customer Overview Record Page | Customer Overview Fields |
Permission Sets
| Permission Set |
Further Information |
|---|---|
| CSC - Customer Success | |
| CSC - Participant User |
Tabs
| Tab | Description |
Further Information |
|---|---|---|
| Customer Overview CS Resources | Create, view, and customize customer overview CS resources. | Customer Overview CS Resource Fields |
Customize and Export Account Summaries in CS Cloud
Upgrade Steps
To upgrade this feature to September 2026, take the following action.
| Action |
Further Information |
|---|---|
| To enable customer success managers to export account summaries as presentations, select the Account Summary value in the Type field on each CS presentation template that you want to make available for account summaries. | CS Presentation Template Fields |
Included in This Feature
Fields
| Object | Field |
Further Information |
|---|---|---|
| CS Presentation Template | Type | CS Presentation Template Fields |
Lightning Component
| Lightning Component | Update Description | Further Information |
|---|---|---|
| CSC AI Record Summary | Enables you to select the date range that an account summary covers, edit the generated content, and export the summary as a presentation. | Account Summary Overview |
Manage Executive Briefings Alongside Your Other AI Summaries
Upgrade Steps
To upgrade this feature to September 2026, take the following action.
| Action |
Further Information |
|---|---|
| Grant customer success managers create access to the CS AI Summary object so that they can save executive briefings, and read access to the CS Presentation Template object so that they can export them. No packaged permission set grants access to these objects. | Permission Sets and Other Technical Documentation |
| To enable customer success managers to export executive briefings as presentations, select the Executive Briefing value in the Type field on each CS presentation template that you want to make available for executive briefings. | CS Presentation Template Fields |
Included in This Feature
Fields
| Object | Field |
Further Information |
|---|---|---|
| CS AI Summary | Type | CS AI Summary Fields |
| CS Presentation Template | Type | CS Presentation Template Fields |
Lightning Component
| Lightning Component | Update Description | Further Information |
|---|---|---|
| CSC AI Record Summary | Displays the executive briefing alongside the other summary types available for an account, and enables you to select the period that the briefing covers, edit the generated content, save the briefing as a CS AI Summary record, and export it as a presentation. | Executive Briefing Overview |
Personalize AI Summaries with Custom Date Ranges and Your Last Viewed Summary
Upgrade Steps
No upgrade steps are required to upgrade this feature to September 2026.
Prioritize and Scope Work Suggestions
Rank Work Suggestions by Policy Priority
Upgrade Steps
To upgrade this feature to September 2026, take the following action.
| Step | Action |
Further Information |
|---|---|---|
| 1. | If the Priority field is not displayed on your Work Suggestion page layouts, add it to the layouts. |
For more information about page layouts, see the Salesforce Help. |
| 2. | If the Priority field is not displayed on your CS Policy Version page layouts, add it to the layouts. |
For more information about page layouts, see the Salesforce Help. |
| 3. | If you use customized Work Suggestion list views, add the Priority column after the Status column. | For more information about list views, see the Salesforce Help. |
| 4. | If you use permission sets cloned from CSC - Customer Success, grant read access to the Priority field in the CS Policy Version object. | Permission Sets and Other Technical Documentation |
| 5. | Set the priority on work suggestions created before September 2026. These work suggestions have no priority. They're displayed at the top of the Work Suggestions tab, above Critical suggestions, until you set their priority. | Work Suggestion Fields |
| 6. | Upgrade your CS Cloud Core Analytics app. The priority columns are populated from the next recipe run onward. Existing rows in the dataset keep their current values. | 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.
Fields
| Object | Field | Description |
Further Information |
|---|---|---|---|
| CS Policy Version | Priority | The priority of the policy version, used to rank the work suggestions it generates. | CS Policy Version Fields |
| Work Suggestion | The priority of the work suggestion, copied from the source policy version when the suggestion is created. | Work Suggestion Fields |
| Field Type | Field Label | Field API Name | Description |
|---|---|---|---|
| Dimension | Policy Version Priority | PolicyVersionPriority | The priority of the policy version. Policy versions with no priority are reported as N/A. |
| Policy Version Priority Sort Order | PolicyVersionPrioritySortOrder | The sort order of the policy version priority, where 1 is the highest priority. Use this field to sort policy versions from the highest to the lowest priority. | |
| Work Suggestion Priority | WorkSuggestionPriority | The priority of the work suggestion. Work suggestions with no priority are reported as N/A. | |
| Work Suggestion Priority Sort Order | WorkSuggestionPrioritySortOrder | The sort order of the work suggestion priority, where 1 is the highest priority. Use this field to sort work suggestions from the highest to the lowest priority. |
For more information about the output fields in the Customer Success Cloud dataset, see Customer Success Cloud Output Fields.
Permission Sets
| Permission Set |
Further Information |
|---|---|
| CSC - Analytics Integration User Read Access | Permission Sets and Other Technical Documentation |
| CSC - Customer Success | Permission Sets and Other Technical Documentation |
Spot Priority at a Glance on the Work Suggestion Card
Upgrade Steps
No upgrade steps are required to upgrade this feature to September 2026.
Dismiss Work Suggestions in Bulk
Upgrade Steps
No upgrade steps are required to upgrade this feature to September 2026.
Included in This Feature
This section details the items that have been added, updated, or deleted in this release.
Custom Actions
| Custom Action | Invocable Apex Class | Purpose |
Further Information |
|---|---|---|---|
| Dismiss Work Suggestions | DismissWorkSuggestionsAction | Dismisses a set of work suggestions, applying the dismissal reason to all of them and the comment where one is given. | Custom Actions |
See AI Summary Sources and Keep Your Generated Summary
Upgrade Steps
To upgrade this feature to September 2026, take the following action.
| Action |
Further Information |
|---|---|
| To have a flow or an agent save the records that the Generate Objectives, Generate Objective KPIs, or Generate Success Plan from Opportunity Apex action generates, set the Mode input on the action to Save. For Generate Success Plan from Opportunity, also set the PlanName input, because a name is required to save the plan. Existing callers are unaffected, because the default is Verify. | Generative AI Apex Actions |
Included in This Feature
Lightning Component
| Lightning Component | Update Description | Further Information |
|---|---|---|
| CSC Success Management AI Summary | Displays the records that each section is generated from in a Sources list, and keeps the generated summary so that it displays again when you return to the success plan record page. | Success Management Summary Overview |
Tailor AI-Powered Business Review Summaries with Editable Sections and Custom Date Ranges
Upgrade Steps
To upgrade this feature to September 2026, take the following action.
| Action |
Further Information |
|---|---|
| To change which sections appear in business review summaries, or the order in which they are displayed, edit the CS Business Review Summary Settings custom setting. Set a value greater than 0 for each section that you want to display, and 0 for each section that you want to hide. | Custom Settings |
Included in This Feature
Custom Settings
| Custom Setting | Custom Setting Field | Description |
Further Information |
|---|---|---|---|
| CS Business Review Summary Settings | Executive Summary Order | The display priority of the Executive Summary section in the business review summary. | Custom Settings |
| Expansion Opportunities Order | The display priority of the Expansion Opportunities section in the business review summary. | ||
| Immediate Actions Order | The display priority of the Immediate Actions section in the business review summary. | ||
| Key Achievements Order | The display priority of the Key Achievements section in the business review summary. | ||
| Key Stakeholders Order | The display priority of the Key Stakeholders section in the business review summary. | ||
| Risks and Blockers Order | The display priority of the Risks and Blockers section in the business review summary. | ||
| Strategic Plan Order | The display priority of the Strategic Plan section in the business review summary. |
Lightning Component
| Lightning Component | Update Description | Further Information |
|---|---|---|
| CSC AI Record Summary | Enables you to select the date range that a business review summary covers, edit the generated content, and open the records that each section is generated from. | Business Review Summary Overview |
View Product, Contract, and Asset Information Together in the Product Grid
Upgrade Steps
To upgrade this feature to September 2026, take the following action.
| Action |
Further Information |
|---|---|
| Add fields to the Product Grid Asset Fields field set on the Salesforce Asset object to define the asset information that displays in the Record Details panel. This field set is delivered with no fields, so the Assets section does not display until you add at least one field. | Asset Field Sets |
| Create a field set named Product_Grid_Contract_Line_Item_Fields on the Salesforce Contract Line Item object, then add the fields that you want to display in the Record Details panel. The name must match exactly and must exclude any namespace prefix. This step applies only to orgs where Entitlement Management is enabled. | Product Grid Overview |
| Grant users read access to the Contract Line Item, Service Contract, and Asset objects, and to all fields in each field set. | Permission Sets and Other Technical Documentation |
| [Optional] To display the number of contract line items or the number of assets that an account holds for each product as a column, select Enable Contract Line Item Count Column or Enable Asset Count Column in the CS Cloud Product Settings custom setting. | Custom Settings |
Included in This Feature
Custom Settings
| Custom Setting | Custom Setting Field | Description |
Further Information |
|---|---|---|---|
| CS Cloud Product Settings | Enable Asset Count Column | If selected, Product Grid displays a column containing the number of assets held for each product. This setting does not affect the Record Details panel. | Custom Settings |
| Enable Contract Line Item Count Column | If selected, Product Grid displays a column containing the number of contract line items held for each product. This setting does not affect the Record Details panel. |
Field Sets
| Object | Field Set |
Further Information |
|---|---|---|
| Asset | Product Grid Asset Fields | Asset Field Sets |
Lightning Component
| Lightning Component | Update Description | Further Information |
|---|---|---|
| CSC Product Grid | Displays an account's contract line items and assets for a product in the Record Details panel, with optional count columns. | Product Grid Overview |
Release Content
Upgrade Steps
No upgrade steps are required to upgrade this feature to September 2026.