Account Lifecycle Events

Open the Recommendations panel from an engagement record to review AI-generated success play suggestions and execute or dismiss a recommended play without leaving the engagement context.

The account onboarding playbook guides account teams through the structured steps required to set up a new account, from initial configuration to activation. Use it to standardize onboarding and reduce setup errors across accounts.

The Customer Success Management (com.sn_acct_lc) plugin is available as a separate subscription. Activating this plugin also activates the related plugins required to use the application.

Add the data import task that you’ve configured to the Account lifecycle onboarding process defined in the Process Automation Designer.

Use AI search with recommended actions to create contexts and search for relevant records.

Create a Customer Success Choice record to define a value for a dropdown or lookup field in the Customer Success Management application.

You can take a backup of the data on the staging table at periodic intervals.

Define the basic customer success components

You can close or cancel an account boarding case and all the related activities.

You can close or cancel an internal play and all the related tasks.

You can close or cancel a customer play and all the related tasks.

You can close or cancel a success initiative and all the related tasks.

The onboarding case is a central record that manages new customer account setup, activation, and subsequent updates like product additions, account modifications, and data maintenance.

Customer success capabilities help you monitor and manage the health of customer accounts throughout their lifecycle. Configure these capabilities to track engagements, identify risks, and support retention goals.

Before you create a success play, you must define a subflow and add it to the Definition Records table.

Set up the Zoom spoke integration and the bi-directional web hook to generate summaries for virtual touchpoint meetings.

Use the DCE Visualizations option to configure data sources, define baselines and targets, and apply aggregation rules. You can also define specific conditions to customize the data displayed.

You can configure customer success onboarding tasks in a playbook using the Process Automation Designer.

Customize the account onboarding playbook to your organization's onboarding process by configuring its activities, tasks, data validation rules, and data import behavior.

Convert a next step by linking it to the record that addresses the follow-up, so the record appears as an action item of the meeting.

Create an agenda item to track one topic on a meeting agenda, including its state, allotted time, presenter, and decision.

Define categories and subcategories for success play workflows.

Create the applicable success outcomes to support the primary success outcome.

Create a success blueprint by adding success objectives, primary success outcomes, and success initiatives directly, without using a template.

Create a success blueprint template with predefined success objectives and outcomes for a product model that helps your organization scale its customer success operations.

Create a success blueprint from a template to add success objectives and outcomes to an engagement.

When the customer service agent creates an account, an account onboarding case is generated.

Create a renewal opportunity in the Microsoft Dynamics CRM platform from your ServiceNow instance.

Create a task in the Microsoft Dynamics CRM platform from your ServiceNow instance and receive updates to the task in your ServiceNow instance.

Create an engagement record that centralizes all internal and external activities that are involved in the customer success journey.

Track the progress of a partner or customer implementing a product or a service.

Create an internal play to define planned or unplanned activities that the customer does not have access to during the engagement lifecycle.

Create an internal play task that must be performed when the internal play is launched. An internal play task must have a clear purpose and specifies the activity that must be performed. It is not visible to customers.

Capture a follow-up from a meeting as a next step, so it's tracked until you convert it to a record or drop it.

Create a success objective that represents the value of the products sold to the customer.

Use this option to create a success play for successfully completing an account onboarding journey.

Create a primary success outcome that can be used to measure the achievement of a success objective.

Create a template that defines a pre-configured adoption strategy with products or capabilities organized into lanes, that can be customized as needed.

Create a product adoption roadmap that guides customers through optimal product adoption to achieve maximum business value.

Create a product capability record and associate it with one or more capability usage records.

Create a renewal playbook to define processes to simplify contract renewals and identify expansion opportunities.

Create a risk signal to identify any risk or issues that can occur during the engagement lifecycle.

Create a success blueprint to define the success objectives, primary success outcomes, and success initiatives for an engagement.

Create a customer play in collaboration with customers to define planned and unplanned activities required to support an engagement.

Create a customer play task to define a planned action that a provider or customer must complete in support of a customer play. A customer play task must be clearly defined and can be visible to internal stakeholders or external customers.

Use this option to create a success play to create automated actions.

Create a touchpoint to capture and support conversations between providers and customers during the engagement lifecycle.

Integrating your ServiceNow instance with the Microsoft Dynamics CRM platform enables seamless data exchange and process synchronization between the two platforms. This integration is done through the Microsoft Dynamics CRM spoke.

The customer business challenge table (sn_cust_disc_hb_business_challenge) stores a specific pain point, gap, or enhancement request that a customer has expressed. Challenges are triaged and linked to a customer business need when qualified.

The customer business expectation table (sn_cust_disc_hb_business_expectation) captures a measurable success outcome tied to a customer business need. Expectations define what success looks like for the customer, including target values and success criteria.

The customer business need table (sn_cust_disc_hb_business_need) is the central record in Customer Discovery Hub. It captures the strategic problem a customer needs to solve and groups related challenges, expectations, and use cases.

The customer use case table (sn_cust_disc_hb_cust_use_case) is a per-customer record that documents how a specific customer plans to use a product to address a business need. It captures the customer's current process flow and specifies how their implementation aligns to one or more supported use cases from the product catalog.

The Customer Discovery Hub includes four tables that capture customer business context: customer business need, customer business challenge, customer business expectation, and customer use case.

Customer success agents can use playbooks to define planned and unplanned activities, success case tasks, and renewal processes.

The Related Items component provides access to related lists associated with engagements, customer plays, and internal plays

Use the Customer Discovery Hub to capture customer business context during pre-sales and carry that context forward to customer success teams at the post-sale handoff.

Define and track objectives, outcomes, milestones, and plans to achieve shared goals.

Responsibilities added with Customer Success Management.

Monitor engagement health, portfolio performance, and risk trends using the customer success dashboards.

Use this feature to streamline the migration and onboarding of customer data into the ServiceNow AI Platform.

Create field and record level validations in the Data validation assist table.

DCE Insights is a feature of the Data Context Engine that enhances how users view and interact with data directly on record pages and includes the following tables

DCE Insights is a Data Context Engine feature that enables the visualization of identified metrics for product and capability usage records.

After you have defined the data source, use the Context Engine Mapper to specify the record in the context table for which it is applicable.

Define dynamic metrics using formulas based on other metrics.

Enable data collection and analysis from external tables by integrating the Data Context Engine with Workflow Data Fabric to generate actionable insights.

Use the Table data source to retrieve data from internal ServiceNow tables or from external sources using Workflow Data Fabric.

Before calculating the health, product adoption, or product usage score, you must specify the source from which data is to be collected. Data can be collected either through key performance metrics and external sources, or can be calculated.

If any conkeyrefs are broken, re-add them from the doc/source/reuse/domain-separation/domain-separation-overview.dita file.In the short description, edit the first sentence to state whether domain separation is supported or not and add the application name. Keep the conkeyref at the end that describes domain separation.Domain separation is supported for Customer Success Management. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

Drop a next step when the follow-up doesn't need any action, so it's closed without linking it to another record.

Link an engagement to more than one onboarding case to see all of the onboarding work for that engagement in one place.

Engagements can document and track interactions between the service provider and customer accounts throughout the customer success journey.

Learn how your organization can use the customer success solution to engage customers, run success plays to mitigate risks, and identify expansion opportunities.

Configure Customer Success Management to support your customer success journey. Use this reference to find configuration tasks for installation, account onboarding, and customer success capabilities.

The ServiceNow Customer Success Management application enables service providers to streamline, automate, and measure critical workflows across the entire enterprise customer journey—from onboarding and adoption to renewals.

Get real-time visibility into your onboarding cases and track your onboarding tasks.

Create a custom trigger to capture a business signal that is specific to your organization and include it in the AI-generated engagement brief.

The engagement brief summarizes recent signals across risk, adoption, and market activity for a specific engagement.

Request a new AI-generated brief for an engagement to reflect signals that occurred since the brief was last generated.

Customer Success Management enables technology industry providers to create a structured onboarding experience, define and track objectives, outcomes, milestones, and plans to achieve shared goals.

Learn how to activate Customer Success Management and review the plugins that are activated with it.

Implementation records track the progress of a partner or customer implementing a product or service.

Use the Import Builder to configure the account onboarding data import task.

As part of the Customer Success Management process, you can import, configure, and publish data.

Create an internal play to define planned or unplanned activities that you don't want to include the customer in during an engagement lifecycle. An internal play can contain one or more play tasks with predefined activities.

Several knowledge base articles are provided for account onboarding.

Link an engagement to an additional onboarding case on the same account to track all onboarding work for the engagement in one place.

Work through the activities in the account onboarding playbook to manage an account onboarding case from creation through go-live and post-support.

Use the customer success playbooks to manage planned and unplanned activities during an engagement. Configure the structure of these playbooks, including their stages and activities, use the Playbook builder.

Create and manage customer engagements, success blueprints, touchpoints, risk signals, and success plays throughout the customer success journey.

Configure engagement health scores, risk definitions, and the color banding table to monitor and visualize the health and risk of engagements.

The meeting page is a structured workspace for preparing and following up on touchpoint meetings. It displays pre-meeting or post-meeting content depending on the meeting state.

When a meeting is completed, the meeting page displays a recap of the meeting, including an AI-generated summary, success tasks, and records associated with the meeting.

When a meeting is in Draft or Scheduled state, the meeting page displays the preparation brief to help customer success managers prepare for the conversation.

Record each topic on a touchpoint meeting agenda and each follow-up as its own record, so you can see what the meeting covered and what is still open.

The onboarding playbook has preconfigured activities to help bootstrap the creation of the onboarding experience.

Use the predefined recommended actions that are available with the base system during the account onboarding process.

Use ServiceNow Otto to automate customer success work across engagements, touchpoints, risk signals, and playbooks in Customer Success Management.

If you have the admin role, you can configure the ServiceNow Otto for TMT application so that your agents can use the generative AI skills in CRM Workspace and in Core UI.

Install the ServiceNow Otto for TMT sn_tmt_gen_ai plugin to configure and use agentic workflows and skills in Customer Success Management.

Request generative AI capabilities for Customer Success Management, such as an engagement summary or a renewal insight, by using the conversational interface in the ServiceNow Otto panel.

Table and field inputs for the account onboarding case, engagement, success initiative, and executive insight skills.

Table and field inputs for the customer play and internal play summarization skills.

Table and field inputs for the product adoption roadmap generation skill.

Look up the table and field inputs that each Customer Success Management skill relies on to generate a summary, insight, or draft.

Table and field inputs for the risk signal and issues summarization, and draft risk closure notes, skills.

Table and field inputs for the touchpoint summarization, transcript analysis, prep brief, and next steps skills.

Review the generative AI skills available for Customer Success Management, what each one does, and where to use it.

Duplicate and activate the Customer Success Management agentic workflows, and complete any additional setup a specific workflow requires.

Customer Success Management agentic workflows collect health data, monitor engagement health scores, analyze and resolve risks, support renewals, schedule touchpoint meetings, identify squad resources, and summarize full account context.

Use Playbooks in Workflow Studio to configure the account onboarding playbook activities.

Guide customers through product adoption with roadmaps that define phased approaches, sequence capabilities, and track progress.

Versioning preserves a snapshot of your roadmap each time you publish it, creating a complete history you can review or restore when plans change.

The account onboarding feature enables technology industry providers to define a structured, repeatable, onboarding experience. It enables collaboration, transparency, and insight for both internal staff members and external customers involved in the onboarding process.

View the product usage and capability data for a specific sold product over a period of time.

The product and capability usage records are automatically created and updated when changes occur in sold product configurations, capability mappings, or in the data context engine.

Product adoption and capability usage measure how effectively customers are adopting or engaging with a product.

The supported use case table (sn_prod_cap_core_sup_use_case) is the default implementation of the use case catalog. It extends the base use case table and adds classifies the industry verticals and business model segments relevant to the use case.

Define how a product solves a problem by creating use cases in the product use case catalog. Document process flow, ownership, complexity, audience, and industry context, then map use cases to product models.

Read-only field protections have been moved from the client side to the server side. This prevents users from manipulating data through client-side methods.

Reference topics provide additional information about Customer Success Management application.

The Related Items component provides access to related list items associated with your account onboarding case.

Use the renewal play to define the account renewal processes in your organization. This playbook is used to drive contract renewals and improve customer retention.

Activating Customer Success Management installs the following related plugins, if they aren't already active.

Restore a product adoption roadmap to the state captured in a previous published version.

Use this option to associate a risk signal with an internal play or a success case.

These are sample risk definitions available with the base system and can configured based on your requirements.

Centralize, track, and monitor relational risks and reduce customer churn. Identify risk signals and create repeatable remediation plans.

This page provides detailed information about a risk signal including risk occurrences, threshold values, and risk solution.

Get an overall view of all active risks, top risk categories, and the risk scope of all engagements with which you’re associated.

Use the color banding table to set up how the engagement health score is visually represented in the Success Landing and Engagement pages.

Configure the Data context engine to collect data from different data sources and associate it with a relevant context table.

Use the Calculated metric data source to determine the health score of an engagement.

The Data Context Engine aggregates data from multiple sources—both internal and external—collecting it in one place to support configuration decisions based on aggregated data .

Configure product capabilities, adoption roadmap templates, and capability usage tracking to measure how customers use your products.

Set up recommended actions to display relevant recommendations in the account onboarding playbook.

Use the engagement risk definition to configure the metrics required to define the risk signals for an engagement.

Configure success blueprint templates and the supporting elements that customer success managers use to define how success is measured for an engagement.

Integrate Zoom with touchpoint records to schedule virtual meetings and generate AI-powered meeting summaries.

A success blueprint captures what success looks like for a customer, how it is measured, and which activities drive it. It organizes objectives, outcomes, and initiatives that a customer success team tracks for a single engagement.

This section includes the Customer Success Management business rules.

This section includes the Customer Success Management flows.

Create a success initiative with a planned set of internal or external tasks to support a primary success outcome.

Get an overall view of your success portfolio including your engagements, account status, escalations, and risks.

Use the customer play as the starting point to define the customer play processes in your organization. This playbook can contain one or more success case tasks with predefined activities.

The success report dashboard helps customer success managers manage the overall customer portfolio.

Get an overall view of all your engagement and team status overview, risk indicators, onboarding and adoption insights, and expansion and renewal metrics.

The success initiative roadmap displays success initiatives and their outcomes over time in a visual timeline. Use it to track initiative progress, filter by status, and adjust the view by timescale or grouping.

Roles added with Customer Success Management.

Measure and track the effectiveness and completion of success objectives and outcomes within a project or engagement with success scores and success rates.

This section includes the Customer Success Management tables.

During the engagement lifecycle, customer success agents schedule regular touchpoints with customers to evaluate progress, provide feedback, and offer guidance.

The touchpoint planner shows a calendar view of different touchpoints across all accounts associated with the customer success manager.

Customer success agents can schedule regular touchpoints during the life cycle of an engagement to evaluate progress, provide feedback, and offer guidance.

Learn how your organization can use the customer success solution to engage with your customers, mitigate risks by running success plays, and identify opportunities for expansion and renewals.

This phase is meant to gather the necessary information about the account such as support contacts, locations, sold products, entitlements.

This phase is used to track and complete critical activities including account relationship management, maintenance scheduling, Service Level Agreement (SLA) definition, and Service Exchange installation (when required).

This phase addresses issues that arise at go-live and coordinates resolution across the relevant teams to complete the account onboarding process.

This phase is meant to gather the initial information required onboard a customer. For example, gathering core information like onboarding manager name, key customer contact, internal and external stakeholders, their responsibilities, and so on.

These phases are designed to involve customers in testing and confirm that they have received adequate training before the go-live date.

Track how customers use your products and plan their adoption journey using product capability records and adoption roadmaps.

Plan, log, and track customer interactions throughout the engagement lifecycle using touchpoint records.

With the account onboarding solution, service providers can repeatedly define, measure, and collaborate with customers on the activities needed to onboard rapidly.

View the account onboarding case records or case task records on the Customer Service Management (CSM) portal.

View the customer success case records or case task records on the Customer Service Management (CSM) portal.

This page provides detailed information of an engagement including internal and external stakeholders, upcoming touchpoints, initiatives, and blueprints.

View and organize products or capabilities into lanes to create a visual adoption plan for customer engagements.

This page provides a detailed view of the success objective and its related outcomes and initiatives as defined in the success blueprint.

A primary success outcome refers to the result or goal that is used to measure the achievement of a success objective.

Generate the meeting summary for virtual meetings conducted using Zoom.

Define key business and operational indicators and their impact on the overall health of an engagement.

Automatically generate closure notes and close eligible risk signals at the end of each day based on the status of their associated risk solutions.

Use ServiceNow Otto for Telecommunications, Media, and Technology (TMT) adaptive desktop actions in Customer Success Management to test prompt-driven models on your workflows.

Automatically draft, refine, and distribute product release announcement emails to designated recipients using the most recent release information.

Use a squad resource identifier agentic workflow to identify and recommend internal experts based on record under consideration, skill set, region, and real-time availability.

Retrieves and analyzes health metric data for an engagement.

Send an email to your instance to create touchpoint and meeting records directly from the inbound email.

Generate a product adoption roadmap with products or capabilities organized into lanes based on engagement data and insights from similar engagements.

Use ServiceNow Otto for TMT skills to generate a meeting preparation guide and AI-generated participant insights for touchpoint meetings in the CRM Workspace.

Monitor engagement health scores and metric trends. The workflow generates risk signals when a decline is detected.

Assess engagements and contracts due for renewal, analyze trends, and recommend renewal strategies.

Use the Analyze risk and recommend solutions agentic workflow to monitor and mitigate risks in customer engagements with minimal user intervention.

Generate a summary from the fields you select on the engagement record. Get up to speed on success initiatives, outcomes, risks, and internal plays associated with an engagement.

Generate a summary from the fields that you selected on the account onboarding case record. Quickly understand the case context by using the account onboarding case summarization skill.

Generate a summary from an internal play record and all associated internal play tasks.

Generate a summary from a risk signal and issues record and all associated tasks.

Generate a summary from a success initiative record and all associated success tasks.

Generate a summary from a customer play record and all associated customer play tasks.

Generate a summary from the fields you select on the touchpoint record. Get a quick summary of all the meetings and emails exchanged between different stakeholders and any follow-up activities.

Use the Draft and schedule touchpoint meetings agentic workflow to schedule and edit a touchpoint meeting for a specific user.

Analyzes the renewal likelihood and expansion potential of an engagement or contract and generates recommended actions.