Upgrading to Customer Success Cloud Summer 2026

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

Drive Cross-Functional Accountability Using Role-Based Playbook Templates

Role-Based Playbook Task Assignment

Upgrade Steps

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

Upgrade Steps for Summer 2026
Step Action Further Information
1. To view the assigned resources and resource role of playbook tasks on playbook record pages, add the Assigned Resources and Resource Role fields to the Playbook Tasks related list on your playbook page layouts. Playbook Task Fields
2. If the Resource Role field is not displayed in the Create Playbook Task and Edit Playbook Task windows, add it to the Create Playbook Task Fields and Edit Playbook Task Fields field sets. Playbook Task Field Sets
3. To display the Resource Role column in the Playbook Task Manager and Playbook Task Portfolio Grid components, add the Resource Role field to the Task Management Additional Columns field set. Playbook Task Field Sets
4. Review the picklist values of the Resource Role field on the Playbook Task object and add the ones you need, so you can assign playbook tasks to the appropriate roles across your organization. For a playbook task to be assigned to the playbook owner automatically, its resource role must match a value of the Role field on the CS Cloud Resource object. Playbook Task Fields

Included in This Feature

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

Fields

Fields Updated in Summer 2026
Object Field Update Description Further Information
Playbook Task Resource Role The following picklist values have been added to align the field with the resource roles available in Customer Success Cloud: Account Executive, Business Development Manager, Chief Customer Officer, Chief Executive Officer, Chief Financial Officer, Chief Information Officer, Corporate Customer Success Manager, Customer Service Engineer, Customer Service Manager, Customer Service Representative, Customer Success Administrator, Customer Success Analyst, Customer Success Director, Customer Success Leader, Customer Success Manager, Customer Success Operations Manager, Customer Success Team Leader, Customer Success Team Manager, Development Representative, Digital Success Manager, Estimating Manager, Estimator, Marketing Executive, Product Manager, Sales Executive, Sales Manager, Sales Representative, Salesperson, Solution Architect, Solution Consultant, Solution Engineer, Strategic Customer Success Manager, Technical Account Manager, and VP, Customer Success. Playbook Task Fields

Field Sets

Field Sets Updated in Summer 2026
Field Set Update Description Further Information
Create Playbook Task Fields The Resource Role field is now included as a default field. Playbook Task Field Sets
Edit Playbook Task Fields

Keep Resources in Sync with Users

Upgrade Steps

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

Upgrade Steps for Summer 2026
Action Further Information
The automatic synchronization applies to user activation changes that occur after you upgrade, and it's off until you turn it on. To use the feature, select the Enable User Resource Sync field in the CS Cloud Process Settings custom setting. The automatic synchronization doesn't update existing resources retrospectively. To bring your existing resources in line with their associated users and pick up license grants and revokes, run the Sync Resources from Users action on the Customer Success Administration page. Customer Success Administration Overview

Included in This Feature

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

Custom Settings

Custom Setting Fields Added in Summer 2026
Custom Setting Custom Setting Field Description

Further Information
CS Cloud Notification Settings Resource Sync Notifications If selected, notifications are enabled to alert the user who started the resource sync when the sync completes or fails. Custom Settings
CS Cloud Process Settings Bypass User Trigger If selected, disables the trigger for users. Custom Settings
CS Cloud Process Settings Enable User Resource Sync If selected, the user trigger automatically activates or deactivates an existing resource when a user is activated or deactivated. Custom Settings

Custom Actions

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

Further Information
Sync Users to Resources UserResourceSyncAction Synchronizes resource records with Customer Success Cloud licensed users. Custom Actions

Enhance Analytics Performance and Sync Health Scores to Health Score Fields

Report on Skills in CS Cloud Core Analytics

Upgrade Steps

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

Upgrade Steps for Summer 2026
Action

Further Information
Upgrade your CS Cloud Core Analytics app. For more information about upgrading your analytics app, see the Salesforce Help.

Schedule Product Health Score Update

Upgrade Steps

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

Upgrade Steps for Summer 2026
Step Action

Further Information
1. [Optional] Add the Product Health Score field to your existing account product record page layouts.

For more information about page layouts, see the Salesforce Help.
2. On the Customer Success Administration page, click Schedule Product Health Score Update to schedule automatic product health score updates. Scheduling a Product Health Score Update

Included in This Feature

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

Fields
Fields Added in Summer 2026
Object Field Description

Further Information
Account Product Product Health Score The health score for the account product. Account Product Fields

Schedule Account Health Score Field Update

Upgrade Steps

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

Upgrade Steps for Summer 2026
Step Action

Further Information
1. Ensure the Account Health Score Field field in your CS Cloud Analytics Setup record contains the API name of the Account field to write the primary health score to. If required, also populate Account Health Score Field 2 for a second score. CS Cloud Analytics Setup Fields
2. On the Customer Success Administration page, click Schedule Account Health Score Field Update to schedule automatic account health score field updates. Scheduling an Account Health Score Field Update

Spot At-Risk Areas Faster with Group Health Score Filtering

Upgrade Steps

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

Upgrade Steps for Summer 2026
Action

Further Information
Upgrade your CS Cloud Core Analytics app to receive the updated Group Health Score dashboard. For more information about upgrading your analytics app, see the Salesforce Help.

Configure Metric Group Weightings with Clearer Guidance

Upgrade Steps

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

Create Records Faster with Streamlined Permission Warnings

Upgrade Steps

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

Identify Product Grid Columns More Easily with a Clearer Field Set Name

Upgrade Steps

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

Included in This Feature

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

Field Sets
Field Set Renamed in Summer 2026
Object API Name Previous Label New Label

Further Information
Account Product Product_Management_Additional_Columns Product Management Additional Columns Product Grid Additional Columns Account Product Field Sets

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

Map Products in Expansion Opportunity Policies

Upgrade Steps

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

Upgrade Steps for Summer 2026
Action

Further Information
Product matching applies to expansion opportunity policies created or updated after you upgrade. To apply it to a policy that already exists in your org, create a new version of the policy and regenerate its execution instructions, so that the products it names are matched to your products. Creating CS Policy Versions

Identify the Account in Notifications

Upgrade Steps

Upgrade Steps for Summer 2026
Action

Further Information
Notifications for the Identify Expansion Opportunities action are off by default. To notify users when the action finishes, select Enable Expansion Opp. Notifications in CS Cloud Notification Settings. Custom Settings

Included in This Feature

Custom Settings

Custom Setting Fields Added in Summer 2026
Custom Setting Custom Setting Field Description

Further Information
CS Cloud Notification Settings Enable Expansion Opp. Notifications If selected, users are notified when the Identify Expansion Opportunities action finishes identifying expansion opportunities for an account. Custom Settings

Spot the Product in Work Suggestions

Upgrade Steps

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

Generate Expansion Opportunities with the Details Already Filled In

Upgrade Steps

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

Create Expansion Opportunities from CS Activities

Upgrade Steps

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

See the Details Behind Your Expansion Opportunity Suggestions

Included in This Feature

Fields

Fields Updated in Summer 2026
Object Field Description

Further Information
CS AI Summary Type Adds the Expansion Opportunity Identification value, which identifies the stored output of the Identify Expansion Opportunities action shown in the View Explanation window. Expansion Opportunity Identification Overview

Upgrade Steps

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

Upgrade Steps for Summer 2026
Action

Further Information
If the Type field of the CS AI Summary object doesn't include the Expansion Opportunity Identification value, add it so that the stored output of the Identify Expansion Opportunities action is shown in the View Explanation window. CS AI Summary Fields

Discover Cross-Sell Opportunities from Similar Accounts

Upgrade Steps

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

Upgrade Steps for Summer 2026
Action

Further Information
Whitespace analysis runs against the CS Cloud Core Analytics app. If you haven't set up this app in your org, set it up so that whitespace analysis can return recommendations. Setting up the CS Cloud Core Analytics App
Whitespace analysis is available only to users who have access to CRM Analytics. If your customer success managers don't already have it, grant them access so they can run the analysis. CS Cloud Analytics Licensing

Configure How the Identify Expansion Opportunities Action Runs

Upgrade Steps

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

Included in This Feature

Custom Settings

Custom Setting Fields Added in Summer 2026
Custom Setting Custom Setting Field Description

Further Information
CS Cloud Expansion Opportunity Settings Disable Product Need Fit Analysis If selected, the product need fit analysis doesn't run as part of the Identify Expansion Opportunities action. Custom Settings
CS Cloud Expansion Opportunity Settings Disable Whitespace Analysis If selected, the whitespace analysis doesn't run as part of the Identify Expansion Opportunities action. Custom Settings
CS Cloud Expansion Opportunity Settings Whitespace Score Threshold The minimum score, from 0 to 1, that a whitespace recommendation must reach to be suggested. Custom Settings

Lightning Components

Lightning Component Renamed in Summer 2026
API Name Previous Label New Label

Further Information
csc:cscAiActions CSC AI Actions CSC Toolkit Customer Success Cloud Lightning Components

Run Expansion Opportunity Identification from a Flow

Upgrade Steps

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

Upgrade Steps for Summer 2026
Action

Further Information
If you previously configured expansion opportunity identification using the Configuration Item property on the CSC AI Actions component, assign the prompt configuration in the AI Prompt Template Configurations section of the Customer Success Administration page instead. That property has been deprecated and will be deactivated in a future release.

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 Deprecated in Summer 2026
Lightning Component Property Field Lightning Component

Replaced By

Further Information
DEPRECATED: Configuration Item CSC AI Actions This property was previously named Template Configuration. Assign the prompt configuration in the AI Prompt Template Configurations section of the Customer Success Administration page. Deprecated Elements

Custom Actions

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

Further Information
Identify Expansion Opportunities IdentifyExpansionOpportunitiesAction Identifies cross-sell expansion opportunities for a single account and creates work suggestions. Custom Actions

Increase Flexibility When Creating CS Activities

Upgrade Steps

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

Upgrade Steps for Summer 2026
Action Further Information
If you have customized the Create CS Activity Fields or Edit CS Activity Fields field set, add the Summary field to it so that it is displayed in the Create CS Activity and Edit CS Activity windows.
If you have cloned or customized the CSC - Customer Success or CSC - Participant User permission set, grant read and edit access to the Summary field on the CS Activity object. If you have cloned the CSC - Analytics Integration User Read Access permission set, grant read access to the Summary field. 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.

Fields

Fields Updated in Summer 2026
Object Field Update Description Further Information
CS Activity Summary The Summary field is no longer required, so you can save CS activities without a summary. The field can now contain up to 255 characters. CS Activity Fields

Field Sets

Field Sets Updated in Summer 2026
Field Set Update Description Further Information
Create CS Activity Fields The Summary field is now included as a default field. CS Activity Field Sets
Edit CS Activity Fields

Monitor the Customer Lifecycle with the New Suite of Packaged Reports

Upgrade Steps

No upgrade steps are required to upgrade this feature to Summer 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 Summer 2026
Report Folder Description Further Information
CSC: Playbook Management Contains the packaged reports for active and at-risk playbooks. Playbook Management Reports

Reports

Reports Added in Summer 2026
Report Report Folder Further Information
All Red Playbooks CSC: Playbook Management Playbook Management Reports
My Open Playbooks
My Red Playbooks
My Team's Active Playbooks
My Team's Red Playbooks

Custom Report Types

Custom Report Types Added in Summer 2026
Custom Report Type Description Further Information
Playbooks with Owner Enables reporting on playbooks and their owner resource for ownership and workload analysis. Playbook Management Reports

Organize and View Multiple Accounts with Customer Overview

Upgrade Steps

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

Upgrade Steps for Summer 2026
Actions Further Information

Assign one of the following permission sets to users

  • Certinia - CSC - Customer Success Manager
  • Certinia - CSC - Participant User
 For more information, see the Salesforce Help and Setting up Customer Success Cloud.
Add the Value Tracker, Success Tracker, and Activity Tracker tabs to the Customer Overview record page layout. For more information, see Success Tracker Lightning Component Properties and the Salesforce Help.

Select the Display Customer Overview Filter Field setting in the CS Cloud Filter Settings custom setting to make the Customer Overview field available in the following filters panel:

  • Success Tracker
  • Activity Tracker
  • Value Tracker
  • Account Grid
  • Add Account to Segment Window
  • Add Account to Product Window
 Custom Settings
To display the Account column on the Success Tracker, select the Show Account Column on Success Tracker setting in the CS Cloud Account Settings custom setting. Custom Settings
Upgrade your CSC Analytics app to include the Customer Overview and Customer Overview Account objects in your dashboards. 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.

Objects

Objects Added in Summer 2026
Object Description Further Information
Customer Overview Stores higher-level account groupings to manage multiple accounts. Customer Overview Fields
Customer Overview Account Stores the relationship between the Customer Overview and Account objects. Used to determine which accounts are associated with a specific customer overview record. Customer Overview Account Fields

Custom Settings

Custom Settings Added in Summer 2026
Custom Setting Custom Setting Field Description Further Information
CS Cloud Filter Settings Display Customer Overview Filter Field If selected, display the Customer Overview filter field. Custom Settings
CS Cloud Account Settings Show Account Column on Success Tracker If selected, displays the Account column on the Success Tracker.
CS Cloud Process Settings Bypass Customer Overview Account Trigger If selected, disables the trigger for the customer overview account.

Prepare AI-Powered Business Review Summaries

Upgrade Steps

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

Upgrade Steps for Summer 2026

Action

Further Information

To assign a prompt configuration, ensure that Einstein Generative AI is set up and enabled. Administrators who build prompt configurations must have the Certinia AI Prompt Configuration Builder permission set from the AI Core package. After creating the desired template in the AI Prompt Configuration Builder, set the default template for the summary you would like to generate in the AI Prompt Template Configuration administration section of the Customer Success Administration page.

For more information, see Setting Up AI Prompt Configuration Builder
To display the Business Review Summary on account record pages, add the CSC AI Record Summary component to the account record page. For more information, see Business Review Summary Overview

Included in This Feature

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

Lightning Component

Lightning Component Updated in Summer 2026
Lightning Component Update Description Further Information
CSC AI Record Summary Enables you to view an AI-generated summary of a record on the account record page. Business Review Summary Overview

Prepare for Customer Interactions with AI-Powered Account Summaries

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

Upgrade Steps for Summer 2026
Step Action

Further Information
1. To assign a prompt configuration, ensure that Einstein Generative AI is set up and enabled. Administrators who build prompt configurations must have the Certinia AI Prompt Configuration Builder permission set from the AI Core package. For more information, see Setting Up AI Prompt Configuration Builder
2. Create or clone a template in the AI Prompt Configuration Builder. For more information, see and Creating AI Prompt Configurations and Cloning AI Prompt Configurations.
3. Set the default template for the summary you would like to generate in the AI Prompt Template Configurations section of the Customer Success Administration page. For more information, see Assigning a Prompt Configuration to a Prompt Template.

Included in This Feature

Objects

Objects Added in Summer 2026
Object Description Further Information
Prompt Template Assignment Stores the prompt configuration chosen for each prompt template. Prompt Template Assignment Fields

Safeguard and Version Your CS Policies in Customer Success Cloud

Upgrade Steps

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

Upgrade Steps for Summer 2026
Action

Further Information
On any cloned CS policy page layout, remove the standard Edit button from the Salesforce Mobile and Lightning Experience Actions section and add the new New Version quick action. Creating CS Policy Versions
On any cloned CS policy version page layout, add the new Restore Version quick action and set the Default field to read-only. Restoring a CS Policy Version
On any custom Lightning record page in the CS Policy object, add a CS Policy Version related list, sorted by the Default field in descending order so that the active default version appears at the top. CS Policy Version Overview

Stay in Context When Navigating Between Records

Upgrade Steps

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

Upgrade Steps for Summer 2026
Action Further Information
To open record links as new workspace tabs, ensure that users access Customer Success Cloud grids in an app that uses console navigation. For more information, see the Salesforce Help.

Streamline Business Reviews with Custom Presentation Slide Decks and Templates

Upgrade Steps

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

Upgrade Steps for Summer 2026
Action Further Information
Ensure that you have all the necessary Read permissions related to the CS Presentation Templates object.
If you export business review summaries using large presentation templates, enable Content Deliveries in your Salesforce org and assign the Create Content Deliveries permission to the users. Exporting a Business Review Summary as a Presentation

Included in This Feature

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

Lightning Component

Lightning Component Updated in Summer 2026
Lightning Component Update Description Further Information
CSC Administration Displays a CS Presentation Template Configuration section with the Create CS Presentation Template action. Customer Success Administration Overview

Streamline Customer Success Workflows with Expanded Actions in the Customer Success Agent

Upgrade Steps

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

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 Summer 2026
Custom Action Invocable Apex Class Purpose

Further Information
Assign Playbook Tasks AssignPlaybookTasksAction Sets the resources assigned to a playbook task to exactly those supplied, adding any that are missing and removing any that are no longer listed. Custom Actions
Clone Objectives CloneObjectivesAction Clones one or more objectives and their related records. Custom Actions
Clone Playbooks ClonePlaybooksAction Clones one or more playbooks and their related records. Custom Actions
Clone Success Plans CloneSuccessPlansAction Clones one or more success plans and their related records. Custom Actions

Streamline Workflows and Data Management Using Enhanced Value Tracker

Upgrade Steps

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

Unlock Account Insights with Date-Bounded AI Success Management Summaries

Upgrade Steps

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

Upgrade Steps for Summer 2026
Action

Further Information
Add the CSC Success Management AI Summary component to the Success Plan Record Page using the Lightning App Builder to make it available to your customer success managers. Success Management Summary Overview

Release Content

Upgrade Steps

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