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Customer Success Group
Salesforce Success Plans provide access to innovative tools, guidance, and support at every step of your journey. From building expertise and driving product adoption, to troubleshooting and maintaining technical health, we help you fast-track your success. With each release, we introduce new and better ways to help you see results from all your Salesforce products. Highlights for Winter ‘27 include:
- Success Plans for Slack: Success Plans for Slack pairs customers with a team of humans and AI agents dedicated to their success every day, delivered right where their teams already work. Combining expert coaching, proactive health monitoring, and always-on support, the offering helps customers adopt AI faster and run healthier systems.
- Salesforce Health Insights: Salesforce Health Insights brings Customer Success Score data directly into a customer's Salesforce instance, rather than leaving it in the Help portal. Signature Success Plan customers can view key Sales and Service adoption metrics and Technical Health signals without leaving their org. With insights delivered in the flow of work, customers accelerate implementations and reduce time to value.
- Customer Success Score enhancements:
- Objective Based Scoring: Objective Based Scoring gives customers a way to measure progress against the business goals that matter most to them, rather than generic, one-size-fits-all metrics. The feature buckets adoption items tied to a customer's chosen objectives, guiding them toward the features that move their business forward. As customers act on the guidance, their scores rise in step with real progress toward their own goals.
- Goal Based Recommendations: Goal Based Recommendations uses agentic workflows to surface the specific features and products customers should use more to advance their stated business goals. Drawing on each customer's goals and the latest knowledge graph rules, the feature delivers tailored, actionable guidance. Customers gain direct access to the content and enablement materials that move their business forward.
- Technical Health Weekly Refresh: Technical Health Weekly Refresh moves Technical Health signal recalculation from a monthly to a weekly cadence across Core, Agentforce, Marketing Cloud Engagement, and MuleSoft. Customers who take action on a signal now see it reflected in their score within a week instead of waiting up to a month. The faster feedback loop gives customers a timelier, more accurate view of their overall progress.
Get to know Success Plans by visiting our overview page or taking the Salesforce Success Plans Trailhead module. Use your Success Plan on the new My Success Plan page on Salesforce Help. To learn more about how to get the most out of Salesforce, check out our Salesforce Customer Success overview page.
Heroku
Heroku is a cloud-based application platform for building and deploying web apps. For information on new features, go to the Heroku Changelog.
IdeaExchange
The IdeaExchange is where you can share ideas with the Trailblazer Community and Salesforce product managers. With continuous voting, you get to vote on the ideas that matter most to you year-round. For more information, visit the IdeaExchange.