New Features and Enhancements in CSC AI Agents September 2026

The following new features have been introduced in the September 2026 release of CSC AI Agents.

If you are upgrading from a previous version, see Upgrading CSC AI Agents. 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

CSC AI Agent Service September 2026 requires the following Certinia packages to be installed:

  • Foundations Winter 2026
  • Customer Success Cloud September 2026

You must install these packages before installing or upgrading to CSC AI Agent Service September 2026.

Activate the Customer Success Agent Without Building It from a Template

We've changed how administrators set up the Customer Success agent. Previously, an administrator created an agent in Salesforce Agent Builder from the Certinia Customer Success Agent template and configured it themselves. The agent is now configured by Certinia and no longer needs to be built, so the steps to create it from a template no longer apply.

When the agent is available in your org, administrators grant users access to it and activate it from setup. The agent is inactive until it is activated, and is not displayed in the workspace until then. The agent's topics and actions, and the permissions that your users need to run them, are unchanged.

For more information, see:

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 CSC AI Agents, see the relevant section of the Known Issues page.