New Features and Enhancements in Customer Success Cloud Summer 2026

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

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

Dependencies on Other Certinia Packages

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

Drive Cross-Functional Accountability Using Role-Based Playbook Templates

We've made several enhancements that help you assign playbook work to the right roles across your organization and keep your resource lists in sync with your users.

Role-Based Playbook Task Assignment

Customer success managers can now route playbook work to the right people across their organization by assigning playbook tasks to resource roles rather than named individuals. When they add a resource role to the tasks of a playbook template, the role is copied to the tasks of every playbook created from that template. Tasks that already have resources assigned in the template keep those resources. A task with no assigned resources goes to the playbook owner if its resource role is blank or matches the owner's role, and is otherwise created unassigned. Every task keeps its resource role, so it's easy to see which role needs to complete an unassigned task. This enables work to be routed to account executives, consultants, product managers, and other roles without knowing who those individuals are when the template is created. Playbooks created from templates using flows assign resources in the same way.

To support this, Customer Success Cloud now displays a Resource Role column next to the Resources column in the grid displayed when creating playbooks, objectives, and success plans from templates in the Create Playbook, Create Objective, and Create Success Plan windows. The Resource Role field is also displayed by default in the Create Playbook Task and Edit Playbook Task windows, and is available as an additional column in the Playbook Task Manager. The resource role and order of playbook tasks are now also copied when cloning playbooks.

For more information, see:

Keep Resources in Sync with Users

As people join and leave the organization, administrators can now have Customer Success Cloud keep each resource's active status in sync with its associated user automatically. They turn this on with the new Enable User Resource Sync setting, which is off by default. Once it's on, deactivating a user deactivates that user's resource, so it's no longer offered for allocation or playbook task assignment. Reactivating a user who still holds a CS Cloud license reactivates their resource. A separate Bypass User Trigger setting disables the User trigger entirely, which also stops the automatic synchronization.

Administrators can now run this synchronization on demand, rather than waiting for the next user activation change. They can use the Sync Resources from Users action on the Customer Success Administration page, or the Sync Users to Resources invocable action in a flow or an Agentforce agent. Running the synchronization on demand updates every resource at once and picks up the license grants and revocations that the automatic synchronization does not. This keeps resource lists accurate without editing each resource by hand.

For more information, see:

Enhance Analytics Performance and Sync Health Scores to Health Score Fields

We've made several enhancements across Customer Success Cloud that improve your analytics, sync your health scores to record fields, and streamline how you review health and create records.

Report on Skills in CS Cloud Core Analytics

The CS Cloud Core Analytics dataset includes the Account Skill and CS Resource Skill objects. This enables you to report on the skills linked to your accounts and resources directly in the CS Cloud Core Analytics app, giving you greater visibility into skill coverage across your customer success data.

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

Schedule Product Health Score Update

Customer success managers can view a product health score for each account product directly in the Product Grid. A scheduled job configured from the Customer Success Administration page calculates the score from the Metric Account Values dataset and writes it to the account product record.

For more information, see:

Schedule Account Health Score Field Update

Business administrators can now schedule automatic writes of account health scores to Account fields directly from the Customer Success Administration page. This removes the need to configure the Salesforce output connector. The scheduled job retrieves the scores from the Metric Account Values dataset and writes them to the Account fields specified in the CS Cloud Analytics Setup record.

For more information, see:

Spot At-Risk Areas Faster with Group Health Score Filtering

When customer success managers review health across their accounts, they can now filter the Group Health Score dashboard by group to focus on a single area of the business, such as a product, region, or service area. The weightings shown on the dashboard also re-normalize to total 100% for the metrics in view, so they no longer appear as a smaller share when an account uses only some of the configured metrics.

For more information, see Group Health Score Dashboard.

Configure Metric Group Weightings with Clearer Guidance

When administrators configure health scores, the metric group weighting steps are now easier to work through. Validation messages are displayed and cleared as administrators update each group, making it easier to see which group needs attention before saving.

For more information, see Configuring Segment Metrics.

Create Records Faster with Streamlined Permission Warnings

Users no longer see an unnecessary permission warning when they create records. Previously, a banner was displayed in create windows warning about missing field permissions on related objects, even when those permissions weren't needed to create the record. We've removed that banner so record creation is faster and clearer.

For more information, see Customizing the Creation and Edit Windows.

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

We've made several enhancements to how Customer Success Cloud identifies cross-sell opportunities and turns them into expansion opportunities.

Map Products in Expansion Opportunity Policies

When an administrator generates the execution instructions for an expansion opportunity policy, Customer Success Cloud now matches the product names in the policy against your products, and lists the matched products alongside their product IDs. If a name can't be matched, the administrator can add the product ID before saving. This keeps each work suggestion linked to the correct product, even when a product is misspelled or abbreviated in the policy.

For more information, see Creating CS Policies and CS Policy Version Overview.

Identify the Account in Notifications

Users running the Identify Expansion Opportunities action across several accounts can now tell at a glance which account each notification refers to. Instead of a separate notification for each analysis, users now receive one notification per account, which includes the account name, plus a separate notification only if a stage fails. A successful run in which no opportunities are identified is clearly distinguished from one that ends in an error. Administrators control whether these notifications are sent, using the new Enable Expansion Opp. Notifications setting in CS Cloud Notification Settings.

For more information, see Expansion Opportunity Identification Overview and Identifying Expansion Opportunities.

Spot the Product in Work Suggestions

Customer success managers reviewing cross-sell work suggestions can now identify the product behind each one immediately. The triggering event description leads with the product name, making the queue faster to scan.

For more information, see Work Suggestions Overview.

Generate Expansion Opportunities with the Details Already Filled In

Customer success managers converting a cross-sell work suggestion into an expansion opportunity now start from a prefilled window. The Generate Expansion Opportunity window opens with the matched products, account, name, and description already filled in, so they can review and create the opportunity instead of entering it manually.

For more information, see Creating Expansion Opportunities.

Create Expansion Opportunities from CS Activities

Customer success managers can now create an expansion opportunity without leaving the Create CS Activity or Edit CS Activity window. When they click Create Expansion Opportunity in the Expansion Opportunity field, the Create Expansion Opportunity window opens with the account, success plan, and objective prefilled from the CS activity. When the expansion opportunity is created, it's automatically selected in the Expansion Opportunity field.

For more information, see Creating Expansion Opportunities and Creating CS Activities.

See the Details Behind Your Expansion Opportunity Suggestions

Customer success managers running the Identify Expansion Opportunities action can now see how each work suggestion was reached, not just the suggestions themselves. After the identification finishes, they can select View Explanation to open a window that explains each stage of the identification: the records it reviewed, the policy it recommended, the products it set aside, and the work suggestions it created. Each identification strategy that ran is displayed on its own tab, so they can review the product need fit and whitespace reasoning separately. The window also reports any errors for each stage, so a partial or failed identification is still clear.

For more information, see Expansion Opportunity Identification Overview and Identifying Expansion Opportunities.

Discover Cross-Sell Opportunities from Similar Accounts

When customer success managers click Run on the Identify Expansion Opportunities action, Customer Success Cloud now runs a whitespace analysis alongside the existing AI-powered product need fit analysis. The whitespace analysis is an analytics-based strategy that compares the account's products against those of similar accounts. Where similar accounts own a product this account doesn't, a work suggestion is created for that product.

Each suggestion leads with the recommended product, and its description covers the whitespace analysis behind it: the percentage of similar accounts that own both the recommended product and one the account already has. Its Create Expansion Opportunity button opens the standard creation window with the account, name, description, and recommended product already filled in. Running the action again doesn't create suggestions that already exist.

For more information, see Expansion Opportunity Identification Overview and Work Suggestions Overview.

Configure How the Identify Expansion Opportunities Action Runs

Administrators can now tailor how the Identify Expansion Opportunities action behaves, using the CS Cloud Expansion Opportunity Settings custom setting. They can disable either the product need fit analysis or the whitespace analysis so that only one strategy runs. The AI-powered product need fit analysis is the action's original identification, which evaluates the account's industry, annual revenue, and billing country against a CS policy. The whitespace analysis is the new analytics-based strategy. They can also set the minimum score a whitespace recommendation must reach before it becomes a work suggestion. By default, both strategies run and the minimum score is 0.6 out of 1. In the Lightning App Builder, the account-page component previously named CSC AI Actions is now named CSC Toolkit, and the Identify Expansion Opportunities card it provides no longer sits under a separate AI Actions section header.

For more information, see Custom Settings and Setting up the Identify Expansion Opportunities Action.

Run Expansion Opportunity Identification from a Flow

Administrators can now run expansion opportunity identification for an account from a flow. Customer Success Cloud provides the Identify Expansion Opportunities custom action, which they add to a flow they build, schedule, or trigger themselves, such as a scheduled flow or a record-triggered flow.

The action evaluates one account at a time and runs the same identification as the record-page action. It runs as the flow's user and applies that user's permissions. The action returns a success indicator, any error messages, and the ID of the background job that runs the expansion opportunity identification.

Administrators now assign the prompt configuration for the identification in the AI Prompt Template Configurations section of the Customer Success Administration page. The Configuration Item property previously used for this on the CSC AI Actions component has been deprecated and will be deactivated in a future release.

For more information, see Generative AI Apex Actions, Custom Actions, and Assigning a Prompt Configuration to a Prompt Template.

Increase Flexibility When Creating CS Activities

When teams create CS activities outside the creation windows in Customer Success Cloud, such as from Slack, a required summary could stop them from saving the activity. Customer success managers can now create and save CS activities without entering a summary, because the Summary field is no longer required. The field is still displayed in the Create CS Activity and Edit CS Activity windows, and now accepts up to 255 characters, so they can capture more detail when they do use it. We've also added the Summary field as a default field to the Create CS Activity Fields and Edit CS Activity Fields field sets.

In Activity Tracker, an activity's summary is still displayed as its hyperlinked title. When no summary is entered, the activity's name, such as A-00000123, is displayed instead, so you can identify and open each activity.

For more information, see:

Monitor the Customer Lifecycle with the New Suite of Packaged Reports

Customer success managers and line managers can now monitor their active and at-risk playbooks for themselves and their teams using a new suite of packaged reports. This helps them focus on Red playbooks and review workload across owners without setting up reports manually.

The reports live in the CSC: Playbook Management folder and use the new Playbooks with Owner custom report type. The My Team's reports use the Line Manager Is Current User field on the CS Cloud Resource object, which is automatically selected when the logged-in user is a line manager.

The following reports are newly packaged:

  • All Red Playbooks
  • My Open Playbooks
  • My Red Playbooks
  • My Team's Active Playbooks
  • My Team's Red Playbooks

For more information, see:

Organize and View Multiple Accounts with Customer Overview

We've introduced the Customer Overview and Customer Overview Account objects to help you manage groups of related accounts. The Customer Overview Account junction object enables you to associate and track relationships between specific accounts and higher-level overview groupings. This ensures clear visibility into account hierarchies and provides a stable anchor for reporting.

You can bring Customer Overview into your everyday views across Customer Success Cloud. You can open a Success Tracker tab on a customer overview record page to view every success plan, objective, playbook, and playbook task for the accounts linked to that customer overview. The Filters panel on the Success Tracker in the Customer Success Management Workspace also includes a new Customer Overview lookup field.

You can also show an Account column on the Success Tracker to see the account that each record belongs to when working in the Customer Success Management Workspace, on a customer success segment record page, or on a customer overview record page. Administrators can enable this column using the Show Account Column on Success Tracker setting in the CS Cloud Account Settings custom setting.

Similarly, you can add the Activity Tracker to a customer overview record page to view the activities for every account associated with that Customer Overview in one place. This gives customer success managers a single view of activity across all the accounts, grouped by a Customer Overview. The Filters panel in Activity Tracker includes a new Customer Overview filter field, enabling you to focus the tracker on the activities for a specific customer overview.

For performance tracking, you can filter Value Tracker by Customer Overview to focus on the objective KPIs on the accounts associated with a specific Customer Overview. The Filters panel in Value Tracker includes a new Customer Overview filter field, available on the Customer Success Management Workspace and on record pages.

You can filter the Account Grid on a customer success segment record page and Customer Success Management Workspace by Customer Overview, so you see only the accounts associated with a specific Customer Overview. The Add Accounts to Segment window, opened from the Account Grid, also includes the new Customer Overview filter field, so you can narrow the list of accounts before adding them to a segment. The Add Accounts to Product window, opened from the Account Grid on a product record page, also includes the Customer Overview filter field, so you can narrow the list of accounts before adding them to a product.

Across Success Tracker, Activity Tracker, Value Tracker, and the Account Grid, administrators manage the visibility of the Customer Overview filter field using the Display Customer Overview Filter Field setting in the CS Cloud Filter Settings custom setting.

You can now report on your account groupings in CS Cloud Core Analytics. The Customer Overview and Customer Overview Account objects are included in the CSC Analytics data set, so their data appears in your dashboards after you upgrade your CSC Analytics app.

For more information, see:

Prepare AI-Powered Business Review Summaries

You can now choose which prompt configuration powers the AI-generated content for each section in the Business Review Summary. You can assign prompt configurations to the Key Achievements, Expansion Opportunities, Risks and Blockers, and Immediate Actions sections, and to the business review agenda, in the AI Prompt Template Configuration Administration section on the Customer Success Administration page. If no configuration is assigned, Customer Success Cloud uses the packaged default.

You can now view and work with the Business Review Summary directly on the account record page. After an administrator adds the CSC AI Record Summary component to the page, you can generate the summary, give feedback on each section, and save it, export it as a presentation, or turn it into a business review agenda without opening a separate window.

For more information, see AI Prompt Template OverviewAssigning a Prompt Configuration to a Prompt Template, and Business Review Summary Overview.

Prepare for Customer Interactions with AI-Powered Account Summaries

We've made the following updates to AI Account Summaries:

Customize the Output of AI Summaries with Prompt Configuration

Administrators can now choose which prompt configuration powers the AI content generated in Customer Success Cloud, starting with the AI Account Summary. Use the new AI Prompt Template Configurations section on the Customer Success Administration page to assign a prompt configuration built in the AI Prompt Configuration Builder to each prompt template. If no configuration is assigned, Customer Success Cloud uses the packaged default.

For more information, see:

Review Account Summary Sources

We've added a Sources panel to relevant sections of the Account Summary. This gives you a convenient way to reference KPIs, quotes, and related records in order to verify the accuracy and credibility of AI-generated summary content.

Additionally, in this release, the Strategic Next Steps section of the Account Summary has been renamed to Strategic Plan to better reflect its longer-term focus.

For more information, see Account Summary Overview.

Safeguard and Version Your CS Policies in Customer Success Cloud

You can now change a CS policy without losing the version that was working. Each edit creates a new CS policy version rather than overwriting the existing one, and any previous version can be restored as the active default.

  • The new New Version quick action on the CS policy record opens a 2-step window to update the policy content and review the AI-generated execution instructions. The new version becomes the active default automatically, and the previous version is preserved.
  • The new Restore Version quick action on a CS policy version record promotes that version back to the active default in a single click. No new record is created.
  • The standard Edit button is no longer available on the CS policy record, and CS policy version records are read-only.

For more information, see Creating CS Policy Versions, Restoring a CS Policy Version, and CS Policy Version Overview.

Stay in Context When Navigating Between Records

When you click a record link in a Customer Success Cloud grid in an app that uses console navigation, the linked record now opens as a new workspace tab alongside the grid. You can move between related records while the original grid remains open with its filters applied.

This behavior applies in the following areas of Customer Success Cloud:

  • Account Grid
  • Activity Tracker
  • History Tracker
  • Playbook Task Manager
  • Product Grid
  • Success Tracker
  • Time Entry Grid
  • Value Tracker
  • Work Suggestions

For more information, see Customer Success Cloud Lightning Components.

Streamline Business Reviews with Custom Presentation Slide Decks and Templates

You can now create CS presentation templates directly from the Customer Success Administration page. The CS Presentation Template Configuration section contains a Create CS Presentation Template action that opens a window for uploading the PPTX file and setting the template's name, type, account, and description in a single step, without leaving the Customer Success Administration page.

Additionally, you can now export business review summaries using larger, image heavy PowerPoint templates without encountering file size limits. The export process and the resulting PPTX file remain unchanged. To support very large templates, you must enable the Content Deliveries preference in their Salesforce org and assign the Create Content Deliveries system permission.

If a selected template does not contain summary placeholders, the export process automatically generates a slide for each summary section using the template's Title and Body layout. This ensures that all content is retained and correctly formatted, even when a template lacks specific placeholders.

When you create a new CS presentation template from the Export as Presentation window, the new template is automatically selected in the template list, so you can export your business review summary straight away without having to find and select it.

For more information, see Customer Success Administration Overview, Setting up CS Presentation Templates, and Exporting a Business Review Summary as a Presentation.

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

We've expanded what the Customer Success Agent can do for customer success managers (CSMs). When assigning a playbook task, they can now ask the agent to assign it to a resource role, such as a Customer Success Manager, as well as to a specific person. The agent routes a person assignment through playbook task assignments and applies a resource role as a field update. CSMs can also find playbooks and playbook tasks by describing them, without providing their record details.

We've also added new custom actions for cloning success plans, objectives, and playbooks together with their related records. Because these are invocable actions, administrators can call them from Salesforce flows or build their own agent actions around them.

For more information, see:

Streamline Workflows and Data Management Using Enhanced Value Tracker

When customer success managers track objective KPIs in Value Tracker, they can now work with much larger volumes of data. We've improved performance so that Value Tracker now displays up to 10,000 records, compared with the previous maximum of 1,000. It also refreshes more efficiently as records change.

For more information, see Value Tracker Overview.

Unlock Account Insights with Date-Bounded AI Success Management Summaries

Customer success managers can now generate a read-only AI summary of a success plan for a date range that they select. The summary includes sections covering the plan overview, recent CS activity, objectives, KPI progress, active playbooks, and challenges and risks.

By choosing the date range, they can focus the summary on the period that matters and regenerate it at any time.

To make the summary available, an administrator must add the CSC Success Management AI Summary component to success plan record pages using the Lightning App Builder.

For more information, see Success Management Summary Overview.

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 - Summer 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.