SECTIONSNew Features and Enhancements in Customer Success Cloud September 2026
The following new features have been introduced in the September 2026 release of Customer Success Cloud.
If you are upgrading from a previous version, see Upgrading to Customer Success Cloud September 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 Summer 2026, check the documentation for previous releases for upgrade details.
Dependencies on Other Certinia Packages
Customer Success Cloud September 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 September 2026.
Allocate Resources to Customer Overviews Manually or Automatically
As a customer success manager, you can now allocate CS Cloud resources to a customer overview record, so that the right resources are accountable for managing complex enterprise customer relationships. Previously, you could allocate resources to accounts, success plans, objectives, and playbooks, but not to a customer overview. The Customer Overview Owners tab on the customer overview record page contains the Allocated Resources table, where you allocate resources manually using the Allocate button, or allocate a resource for every role on the record in one step using the Auto-Allocate button.
Auto-allocation matches resources to the roles selected in the Role field on the customer overview, and to the Region field when one is set. By default, resources are ranked using the priorities defined in the CS Customer Overview Rank Settings custom setting. To allocate resources sequentially instead, or to enable more than one resource for the same role, you can select the relevant fields in the CS Cloud Resource Allocation Settings custom setting.
When you allocate resources manually, the Available Resources table in the Allocate Resources window now includes a Customer Overviews column, so you can view how many customer overviews each resource is already allocated to before you decide. This count is for information only and is not used in the ranking calculation.
For more information, see Auto-Allocating Resources to Customer Overviews.
Customize and Export Account Summaries in CS Cloud
As a customer success manager, you can now refine an AI-generated account summary before you save or export it. To do so, click the new 
on the CSC AI Record Summary Lightning component on the account record page. Each section that you edit is marked with the date and time it was edited, and your edits are used when you save the summary or export it as a presentation. The Suggested Expansion Opportunities section is read-only, because its details are used to create expansion opportunity records.
You can also choose the period that a summary covers using the Start Date and End Date fields, which default to the last six months. This enables you to focus a summary on the period that matters to the customer, and to regenerate the summary for a different period at any time. These fields are available when you generate the summary from the account record page. Summaries that you generate using the Generate Account Summary action in the Actions panel always cover the last six months.
To share an account summary with stakeholders who do not have the licenses or permissions to generate summaries themselves, you can now export it as a PowerPoint presentation. Click 
on the CSC AI Record Summary Lightning component on account record page and then select a CS presentation template. The exported file uses either the summary placeholders defined in your template or the template's first Title and Body slide layout. The Key Stakeholders section is only included in the exported presentation for account summaries.
For more information, see Account Summary Overview.
Manage Executive Briefings Alongside Your Other AI Summaries
The executive briefing is now available in the CSC AI Record Summary Lightning component on account record pages, alongside the account summary and the business review summary. Previously, customer success managers could only generate a briefing from the Actions panel or the CS Activities AI Summary window. Selecting Executive Briefing in the component generates the briefing in place, so you can review it, provide feedback, and act on it without opening a separate window. The summary is now named Executive Briefing throughout CS Cloud, rather than Executive Briefing Summary.
You can now refine a briefing before you use it. Click to open the Edit Executive Briefing window and change the content of one or more sections. This enables you to edit and refine the content if the initial generation does not fully meet your requirements. Each section that you edit is marked with the date and time it was edited instead of when it was generated, and your edits are used when you save or export the briefing. You can also save a briefing by clicking 
, which creates a CS AI Summary record with a type of Executive Briefing so that you can revisit it when needed.
To share a briefing with stakeholders who do not have the licenses or permissions to generate one themselves, click and select a CS presentation template to export the briefing as a PowerPoint presentation. The Executive Overview, Key Achievements, Risks and Challenges, and Growth Opportunities sections of the executive briefing now also list the records used to generate them in a Sources list, so you can identify where the information was sourced. Use the Start Date and End Date fields to set the period that the briefing covers, which defaults to the six months up to today.
For more information, see Executive Briefing Overview.
Personalize AI Summaries with Custom Date Ranges and Your Last Viewed Summary
If you are a customer success manager, you can now select a custom date range when you regenerate an account summary. Previously, the period that an account summary covered could not be changed. Use the start and end date fields in the Regenerate Summary window to regenerate the summary for a different period without deleting the existing one. The same option is available when you regenerate a business review summary.
The account page now also opens on the All summaries view, where each available summary displays with a description of what it summarizes. After you select a summary, it is retained as your default summary and displays each time you access the account page.
For more information, see Account Summary Overview and Business Review Summary Overview.
Prioritize and Scope Work Suggestions
Work suggestions are now ranked by the priority of the CS policy version that generated them, with each priority displayed on its card. Administrators can also dismiss suggestions in bulk using a flow or an AI agent.
Rank Work Suggestions by Policy Priority
When administrators create a CS policy or a new CS policy version, they can now select a priority for it: Critical, High, Medium, or Low. Every work suggestion generated from that policy version inherits the priority, so customer success managers get a ranked queue automatically. The Work Suggestions tab on account record pages now lists suggestions by priority and then by date, oldest first. Priority is also displayed as a column in the Work Suggestion list views.
A CS policy version is locked once it's created. To change its priority, administrators must create a new version. Existing work suggestions keep the priority they were created with. New work suggestions created without a source policy, or from a policy version with no priority, are set to Medium.
For more information, see:
Spot Priority at a Glance on the Work Suggestion Card
Each work suggestion's priority is now displayed as a colored badge at the end of its title, so customer success managers can see the ranking at a glance on the card. Each priority has its own badge color. The card footer now shows the type of record the suggestion creates, followed by the date and time the suggestion was created. Long titles are shortened to a single line so that the badge stays visible. Hover over a shortened title to display the full title.
When work suggestions are displayed in a narrow region of a Lightning page, such as a sidebar, the generate and dismiss actions are combined into a single actions menu. In wider regions, the actions stay as they are. While a playbook, a CS policy, or a CS policy version is generated, the footer of the window is now dimmed and inactive. This keeps the window the same size throughout generation.
For more information, see:
Dismiss Work Suggestions in Bulk
Administrators can now dismiss many work suggestions in a single operation using the Dismiss Work Suggestions action, which is available to flows and to AI agents. The action applies one dismissal reason, with an optional comment, to every suggestion in the set. It dismisses up to 2,000 suggestions at a time. Bulk dismissal skips suggestions that were previously accepted or dismissed and dismisses the remaining suggestions in the set.
Work suggestions are also kept unique when a policy runs again. When a playbook CS policy runs for an account that already has a new suggestion from the same CS policy version, the existing suggestion is kept.
For more information, see:
See AI Summary Sources and Keep Your Generated Summary
The Success Management Summary now shows the records behind the content that it generates. Every section except Overview displays a Sources list of the records that its content is drawn from, and you can click a record to open it. This enables you to check what a summary is based on without searching for the underlying records yourself.
The generated summary is also kept, so that it displays again when you return to the success plan record page and doesn't need to be regenerated. Each restored section shows the date and time that it was generated, and every section except Overview also shows the date range that it covers. Regenerate the summary when the success plan changes, or when you want to cover a different period.
If you are an administrator, the Generate Objectives, Generate Objective KPIs, and Generate Success Plan from Opportunity Apex actions now take a Mode input. In Save mode an action creates the records and returns their IDs, and in Verify mode it returns the generated content for review without saving anything. Verify is the default, so existing flows and the generation windows are unaffected. This enables an agent or a flow to act on what the AI generates once a user approves it, instead of generating content that must be copied manually.
For more information, see Success Management Summary Overview, Generating a Success Management Summary, and Generative AI Apex Actions.
Tailor AI-Powered Business Review Summaries with Editable Sections and Custom Date Ranges
If you are a customer success manager, you can now refine an AI-generated business review summary before you share it. To do so click the new on the Business Review Summary toolbar. Each section that you edit is marked with the date and time it was edited, and your edits are used when you export the summary as a presentation.
You can also choose the period that a summary covers using the Start Date and End Date fields, which default to the last six months. This enables you to focus a business review on the period that matters to the customer, and to regenerate the summary for a different period at any time.
The Key Achievements, Expansion Opportunities, Risks and Blockers, and Immediate Actions sections now list the records that were used to generate them in a Sources list, so you can open a record and check the detail behind a statement. For consistency, record references no longer appear as links within the summary text itself.
For more information, see Business Review Summary Overview.
View Product, Contract, and Asset Information Together in the Product Grid
Customer success managers can now view the contract line items and assets associated with an account's products directly in Product Grid. Select a product, then open the new Record Details panel to view the product's key details, the contract line items that cover it, and the assets deployed for it. This enables you to understand the commercial and deployed context of a customer's product base, so that you can make better renewal, expansion, and adoption decisions without hunting across records.
Product Grid can now display quantities for contract line items and assets on each product. This helps you quickly identify which products have single or multiple coverage items.
The field set that defines the additional columns in Product Grid now supports related fields. When you add a field from a related object, its values display in the grid, and lookup fields display as links to the related record.
For more information, see Product Grid Overview.
Release Content
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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.