Customer Success Score: FAQs

Customer Success Score February 2026 Updates

Product Adoption:

• Consumption signals

  • No new signals

• Signal Additions:

  • Agentforce Contact Center - 2 new scored signals 

• New Feature Signals added for the following products:

  • None

• Customer Expertise:

• • None

• Technical health

• • Security - 5 New scored signals

1. Log in to Salesforce Help.
2. Navigate to the Manage All Orgs page.
3. From the list of orgs, click Get Support for your desired org. If Get Support is not available, click Log In.
4. Select Org Setting.
5. Beneath your contact information a message will be displayed indicating if you're a Primary DC. Click View Permissions, then click › to the left of your contact name to view your permissions.
6. Assign permissions:
   • Adding a contact as a DC - Click Add New and enter email or first name / last name to search.
     • Note: Only active Salesforce licensed users who have previously accessed the Help Portal are returned in DC search results. Ask users who haven't logged into the Help Portal to Navigate to the Help Portal from within Salesforce so they can be set up as a DC afterward.
   • Make a contact a Primary DC - Click › to the left of the contact name and check Manage Designated Contacts (this enables the DC to manage others and assign administration access).
   • Make a contact an admin contact who can View All Cases and Access Reports - Click › to the left of the contact name and check View all Cases and Access Reports (this enables a DC to view all cases and reports for their account).

1. It is possible you have completed activities after the monthly refresh of your Customer Success Score. Any activities completed after the most recent month's end may not be reflected in your Customer Success Score until the following month-end refresh (typically around the fifteenth of each month).
2. You may have completed these activities while using your personal email instead of your company email.

How can I provide feedback on the Customer Success Score when viewing it from within the Help Portal?

Let us know what you think about the Customer Success Score experience on Salesforce Help. Select Share Your Thoughts under My Account Team to provide your thoughts and tell us what features you'd like to see in the future.
 

Additional Features FAQs

What is Scale Center?

Scale Center is a Salesforce org feature providing self-serve, near real-time access to critical performance metrics. It offers visibility into org performance, detailed root cause analysis (RCA), remediation guidance, and AI-driven insights to optimize platform areas like Apex, Reports, Database, Lightning Performance, and Search. It is available for all major Salesforce Editions and Signature orgs in Production and Full Copy Sandbox Orgs.


How is Scale Center integrated with Customer Success Score?

Scale Center is now deeply integrated with the Customer Success Score (CSS) Technical Health Score (THS) at the Signal Level. You can use Scale Center for root cause analysis (RCA) in areas where your score is low, directly helping to improve the overall Technical Health Score. This integration connects your daily performance metrics specifically to the broader health and stability goals of your Salesforce implementation.
 

How can users  leverage Scale Center to Improve THS?

1. Navigate to Technical Health Score (THS):

   • Log in to Salesforce Help, go to Customer Success Score, and select Technical Health Score.

   • Identify low-scoring scale signals, such as Concurrent Apex Errors or RowLock Errors.

2. Conduct Root Cause Analysis (RCA) in Scale Center:

   • Existing Customers: Click “Go to Scale Center” from the THS. The link pre-populates a relevant investigation. Generate investigations for specific spikes by updating start and end times.

   • New Customers: First, enable Scale Center via Setup:

     1. Select Setup.

     2. In Quick Find, enter and select Scale Center.

     3. Turn on Enable Scale Center.
         

Why am I receiving persistent "Something went wrong" errors for Proactive Monitoring (ProM) Smart Alert charts?

There are a few reasons for this. This error state may appear when a Smart Alert's monitoring has not been activated by your Customer Success Manager. Contact your Customer Success Manager to enable and configure this Smart Alert. If you've received alerts in the past for a Smart Alert or have been able to view data but are now receiving a persistent error, wait a few minutes and try to refresh the page. If the error remains, contact your Customer Success Manager so they can investigate any possible tools issues. 


What is Security Center?

Security Center is a native add-on product for Salesforce, designed to simplify security management and data governance across a customer's entire Salesforce rollout by making sure they have a solid understanding of their security posture. It gathers detailed metrics on configurations, authentication, user permissions, and activity, compiled in intuitive dashboards within Salesforce to help customers drive insights for improvement where necessary. Security Center enables proactive alerts for security posture changes and supports the creation of security policies for consistent deployment across connected Salesforce orgs.


What is Event Monitoring?

Event Monitoring, part of the Shield suite of add-on products, gives key visibility into detailed security, performance, and usage data across Salesforce apps. Event Monitoring helps you build customized, flexible security policies to proactively find and mitigate threats, protecting your sensitive data in real time. With Event Monitoring, you can also analyze user behavior to enhance training and adoption of Salesforce, driving a strong ROI for your Salesforce investment. Event Monitoring's data provides a deep understanding of application performance, helping you troubleshoot and improve user experience.