Customer success

---
title: Customer success
description: 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.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/acct-lifecycle-events/account-lifecycle-use-cust-success.html
release: australia
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Use, Customer Success Management]
---

# Customer success

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.

-   **[Dashboards](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-dashboards.md)**  
Monitor engagement health, portfolio performance, and risk trends using the customer success dashboards.
-   **[Manage engagements](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-manage-engage.md)**  
Create and manage customer engagements, success blueprints, touchpoints, risk signals, and success plays throughout the customer success journey.
-   **[Manage customer success playbooks](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-manage-cust-succ-playbooks.md)**  
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.
-   **[Product adoption](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-use-product-adopt.md)**  
Track how customers use your products and plan their adoption journey using product capability records and adoption roadmaps.
-   **[Touchpoints](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-use-touchpoints.md)**  
Plan, log, and track customer interactions throughout the engagement lifecycle using touchpoint records.
-   **[View customer success cases in the CSM portal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-view-customer-success-portal.md)**  
View the customer success case records or case task records on the Customer Service Management \(CSM\) portal.
-   **[View related items](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-cust-success-related-items.md)**  
The Related Items component provides access to related lists associated with engagements, customer plays, and internal plays
-   **[AI search with recommended actions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-ai-search.md)**  
Use AI search with recommended actions to create contexts and search for relevant records.
-   **[Request ServiceNow Otto capabilities for Customer Success Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-otto-request-panel.md)**  
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.
-   **[ServiceNow Otto for Telecommunications, Media, and Technology \(TMT\) adaptive desktop actions for customer experimentation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/now-assist-adaptive-desktop-actions.md)**  
Use ServiceNow Otto for Telecommunications, Media, and Technology \(TMT\) adaptive desktop actions in Customer Success Management to test prompt-driven models on your workflows.

**Parent Topic:**[Use Customer Success Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-customer-success-landing-page.md)