Brazil Customer Success Management

Customer Success Management -- 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.
- Explore -- 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.
  - Account onboarding -- 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.
    - Onboarding playbook -- The onboarding playbook has preconfigured activities to help bootstrap the creation of the onboarding experience.
    - Onboarding case and case 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.
    - Data import and validation -- Use this feature to streamline the migration and onboarding of customer data into the ServiceNow AI Platform.
  - Customer success -- Learn how your organization can use the customer success solution to engage customers, run success plays to mitigate risks, and identify expansion opportunities.
    - Engagement -- Engagements can document and track interactions between the service provider and customer accounts throughout the customer success journey.
    - Health framework -- Define key business and operational indicators and their impact on the overall health of an engagement.
    - Risk framework -- Centralize, track, and monitor relational risks and reduce customer churn. Identify risk signals and create repeatable remediation plans.
    - Touchpoints -- Customer success agents can schedule regular touchpoints during the life cycle of an engagement to evaluate progress, provide feedback, and offer guidance.
    - Product adoption and capability usage -- Product adoption and capability usage measure how effectively customers are adopting or engaging with a product.
      - Product adoption roadmap -- Guide customers through product adoption with roadmaps that define phased approaches, sequence capabilities, and track progress.
    - Data Context Engine -- 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 .
      - Data Context Engine (DCE) Insights -- DCE Insights is a Data Context Engine feature that enables the visualization of identified metrics for product and capability usage records.
    - Success blueprint -- 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.
    - Playbooks -- Customer success agents can use playbooks to define planned and unplanned activities, success case tasks, and renewal processes.
      - Customer play -- 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.
      - Internal play -- 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.
      - Renewal play -- 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.
    - Implementation record -- Implementation records track the progress of a partner or customer implementing a product or service.
    - Customer Discovery Hub -- 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.
    - Product use case catalog -- 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.
  - AI in Customer Success Management -- Use ServiceNow Otto to automate customer success work across engagements, touchpoints, risk signals, and playbooks in Customer Success Management.
    - ServiceNow Otto skills -- Review the generative AI skills available for Customer Success Management, what each one does, and where to use it.
    - ServiceNow Otto agentic workflows -- 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.
- Configure -- 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.
  - Getting started -- Learn how to activate Customer Success Management and review the plugins that are activated with it.
    - Activate -- 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.
    - Plugins activated with Customer Success Management -- Activating Customer Success Management installs the following related plugins, if they aren't already active.
    - Read-only field enhancements -- 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.
  - Account onboarding playbook -- Customize the account onboarding playbook to your organization's onboarding process by configuring its activities, tasks, data validation rules, and data import behavior.
    - Playbook activities -- Use Playbooks in Workflow Studio to configure the account onboarding playbook activities.
    - Playbook tasks -- You can configure customer success onboarding tasks in a playbook using the Process Automation Designer.
    - Data validation -- Create field and record level validations in the Data validation assist table.
    - Data import task -- Use the Import Builder to configure the account onboarding data import task.
    - Add the data import task -- Add the data import task that you’ve configured to the Account lifecycle onboarding process defined in the Process Automation Designer.
    - Set up recommended actions -- Set up recommended actions to display relevant recommendations in the account onboarding playbook.
    - Back up the staging table -- You can take a backup of the data on the staging table at periodic intervals.
  - Customer success -- 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.
    - Getting started -- Define the basic customer success components
      - Create a definition record -- Define categories and subcategories for success play workflows.
      - Create a choice record -- Create a Customer Success Choice record to define a value for a dropdown or lookup field in the Customer Success Management application.
    - Data context engine -- Configure the Data context engine to collect data from different data sources and associate it with a relevant context table.
      - Define the data source -- 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.
        
        Define a calculated metric data source -- Define dynamic metrics using formulas based on other metrics.
        
        Define a table data source -- Use the Table data source to retrieve data from internal ServiceNow tables or from external sources using Workflow Data Fabric.
        
        Define a Workflow Data Fabric table data source -- Enable data collection and analysis from external tables by integrating the Data Context Engine with Workflow Data Fabric to generate actionable insights.
      - Configure the Context Engine Mapper -- 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.
      - Configure DCE Visualizations -- 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.
        
        DCE Insights tables -- 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
    - Engagements -- Configure engagement health scores, risk definitions, and the color banding table to monitor and visualize the health and risk of engagements.
      - Calculate the engagement health score -- Use the Calculated metric data source to determine the health score of an engagement.
      - Define risk criteria -- Use the engagement risk definition to configure the metrics required to define the risk signals for an engagement.
        
        Sample risk definitions -- These are sample risk definitions available with the base system and can configured based on your requirements.
      - Set up the color banding table -- Use the color banding table to set up how the engagement health score is visually represented in the Success Landing and Engagement pages.
    - Success blueprints -- Configure success blueprint templates and the supporting elements that customer success managers use to define how success is measured for an engagement.
      - Define a success blueprint 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.
    - Product capabilities -- Configure product capabilities, adoption roadmap templates, and capability usage tracking to measure how customers use your products.
      - Create a product capability record -- Create a product capability record and associate it with one or more capability usage records.
        
        Product and capability usage records -- 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.
      - Define a product adoption roadmap template -- Create a template that defines a pre-configured adoption strategy with products or capabilities organized into lanes, that can be customized as needed.
    - Zoom and touchpoint integration -- Integrate Zoom with touchpoint records to schedule virtual meetings and generate AI-powered meeting summaries.
      - Set up Zoom and touchpoint integration -- Set up the Zoom spoke integration and the bi-directional web hook to generate summaries for virtual touchpoint meetings.
    - Microsoft Dynamics CRM integration -- 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.
      - Create a renewal opportunity -- Create a renewal opportunity in the Microsoft Dynamics CRM platform from your ServiceNow instance.
      - Create a CRM task -- Create a task in the Microsoft Dynamics CRM platform from your ServiceNow instance and receive updates to the task in your ServiceNow instance.
  - Configure ServiceNow Otto for TMT -- 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 ServiceNow Otto for TMT -- Install the ServiceNow Otto for TMT sn_tmt_gen_ai plugin to configure and use agentic workflows and skills in Customer Success Management.
    - Configure agentic workflows -- Duplicate and activate the Customer Success Management agentic workflows, and complete any additional setup a specific workflow requires.
- Use -- Define and track objectives, outcomes, milestones, and plans to achieve shared goals.
  - Account onboarding -- With the account onboarding solution, service providers can repeatedly define, measure, and collaborate with customers on the activities needed to onboard rapidly.
    - Account onboarding landing page -- Get real-time visibility into your onboarding cases and track your onboarding tasks.
    - Manage account onboarding cases -- Work through the activities in the account onboarding playbook to manage an account onboarding case from creation through go-live and post-support.
      - Create an account onboarding case -- When the customer service agent creates an account, an account onboarding case is generated.
      - Account onboarding playbook -- 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.
        
        Initial setup -- 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.
        
        Data capture and validation -- This phase is meant to gather the necessary information about the account such as support contacts, locations, sold products, entitlements.
        
        Import data into the playbook -- As part of the Customer Success Management process, you can import, configure, and publish data.
        
        Development and automation -- 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).
        
        Testing, training -- These phases are designed to involve customers in testing and confirm that they have received adequate training before the go-live date.
        
        Go-live / Post support -- This phase addresses issues that arise at go-live and coordinates resolution across the relevant teams to complete the account onboarding process.
      - Close an account onboarding case -- You can close or cancel an account boarding case and all the related activities.
      - Summarize an account onboarding case -- 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.
    - View onboarding cases in the CSM portal -- View the account onboarding case records or case task records on the Customer Service Management (CSM) portal.
    - Recommended actions -- Use the predefined recommended actions that are available with the base system during the account onboarding process.
    - Create a success play -- Use this option to create a success play for successfully completing an account onboarding journey.
    - View related items -- The Related Items component provides access to related list items associated with your account onboarding case.
    - Knowledge base -- Several knowledge base articles are provided for account onboarding.
  - 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 -- Monitor engagement health, portfolio performance, and risk trends using the customer success dashboards.
      - Success report dashboard overview -- The success report dashboard helps customer success managers manage the overall customer portfolio.
        
        Success report dashboard -- Get an overall view of all your engagement and team status overview, risk indicators, onboarding and adoption insights, and expansion and renewal metrics.
      - Success portfolio overview -- Get an overall view of your success portfolio including your engagements, account status, escalations, and risks.
      - Monitor engagement health -- Monitor engagement health scores and metric trends. The workflow generates risk signals when a decline is detected.
      - Analyze metric data trend -- Retrieves and analyzes health metric data for an engagement.
      - Risk portfolio dashboard -- Get an overall view of all active risks, top risk categories, and the risk scope of all engagements with which you’re associated.
        
        Risk and issues page -- This page provides detailed information about a risk signal including risk occurrences, threshold values, and risk solution.
        
        Recommend risk signal solutions -- Use the Analyze risk and recommend solutions agentic workflow to monitor and mitigate risks in customer engagements with minimal user intervention.
        
        Summarize a risk signal -- Generate a summary from a risk signal and issues record and all associated tasks.
        
        Associate risk signals -- Use this option to associate a risk signal with an internal play or a success case.
        
        Draft close notes for a risk signal -- Automatically generate closure notes and close eligible risk signals at the end of each day based on the status of their associated risk solutions.
    - Manage engagements -- Create and manage customer engagements, success blueprints, touchpoints, risk signals, and success plays throughout the customer success journey.
      - Engagement home page -- This page provides detailed information of an engagement including internal and external stakeholders, upcoming touchpoints, initiatives, and blueprints.
        
        Engagement brief -- The engagement brief summarizes recent signals across risk, adoption, and market activity for a specific engagement.
        
        Refresh the engagement insights -- Request a new AI-generated brief for an engagement to reflect signals that occurred since the brief was last generated.
        
        Configure a custom trigger -- Create a custom trigger to capture a business signal that is specific to your organization and include it in the AI-generated engagement brief.
        
        View and execute recommended actions for an engagement -- 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.
        
        Summarize an engagement -- 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.
      - Create an engagement -- Create an engagement record that centralizes all internal and external activities that are involved in the customer success journey.
      - Engagement onboarding links -- Link an engagement to more than one onboarding case to see all of the onboarding work for that engagement in one place.
        
        Link an engagement to an onboarding case -- Link an engagement to an additional onboarding case on the same account to track all onboarding work for the engagement in one place.
      - Create a touchpoint -- Create a touchpoint to capture and support conversations between providers and customers during the engagement lifecycle.
      - Create a risk signal -- Create a risk signal to identify any risk or issues that can occur during the engagement lifecycle.
      - Create a success play -- Use this option to create a success play to create automated actions.
        
        Define subflows for success plays -- Before you create a success play, you must define a subflow and add it to the Definition Records table.
      - Create a success blueprint -- Create a success blueprint to define the success objectives, primary success outcomes, and success initiatives for an engagement.
        
        Create a success blueprint from a template -- Create a success blueprint from a template to add success objectives and outcomes to an engagement.
        
        Create a success blueprint manually -- Create a success blueprint by adding success objectives, primary success outcomes, and success initiatives directly, without using a template.
        
        Add a success objective -- Create a success objective that represents the value of the products sold to the customer.
        
        Add a primary success outcome -- Create a primary success outcome that can be used to measure the achievement of a success objective.
        
        Add a success initiative -- Create a success initiative with a planned set of internal or external tasks to support a primary success outcome.
        
        Summarize a success initiative -- Generate a summary from a success initiative record and all associated success tasks.
      - Create an applicable success outcome -- Create the applicable success outcomes to support the primary success outcome.
      - Close or cancel a success initiative -- You can close or cancel a success initiative and all the related tasks.
      - Success objective record page -- This page provides a detailed view of the success objective and its related outcomes and initiatives as defined in the success blueprint.
      - Primary success outcome record page -- A primary success outcome refers to the result or goal that is used to measure the achievement of a success objective.
      - Measure success rate -- Measure and track the effectiveness and completion of success objectives and outcomes within a project or engagement with success scores and success rates.
      - Success initiative roadmap -- 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.
      - Create an implementation record -- Track the progress of a partner or customer implementing a product or a service.
      - Support renewals and expansion -- Assess engagements and contracts due for renewal, analyze trends, and recommend renewal strategies.
      - Renewal insight engine skill -- Analyzes the renewal likelihood and expansion potential of an engagement or contract and generates recommended actions.
      - Squad resource identifier -- 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.
    - Manage playbooks -- 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 an internal play -- 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 -- 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.
        
        Close or cancel an internal play -- You can close or cancel an internal play and all the related tasks.
        
        Summarize an internal play -- Generate a summary from an internal play record and all associated internal play tasks.
      - Create a customer play -- Create a customer play in collaboration with customers to define planned and unplanned activities required to support an engagement.
        
        Create a customer play task -- 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.
        
        Close or cancel a customer play -- You can close or cancel a customer play and all the related tasks.
        
        Summarize a customer play -- Generate a summary from a customer play record and all associated customer play tasks.
      - Create a renewal play -- Create a renewal playbook to define processes to simplify contract renewals and identify expansion opportunities.
    - Product adoption -- Track how customers use your products and plan their adoption journey using product capability records and adoption roadmaps.
      - Create a product adoption roadmap -- Create a product adoption roadmap that guides customers through optimal product adoption to achieve maximum business value.
        
        Generate a product adoption roadmap -- Generate a product adoption roadmap with products or capabilities organized into lanes based on engagement data and insights from similar engagements.
      - View product usage and capability data -- View the product usage and capability data for a specific sold product over a period of time.
      - View a product adoption roadmap -- View and organize products or capabilities into lanes to create a visual adoption plan for customer engagements.
        
        Product adoption roadmap versioning -- Versioning preserves a snapshot of your roadmap each time you publish it, creating a complete history you can review or restore when plans change.
        
        Revert a product adoption roadmap to a previous version -- Restore a product adoption roadmap to the state captured in a previous published version.
    - Touchpoints -- Plan, log, and track customer interactions throughout the engagement lifecycle using touchpoint records.
      - Touchpoint home page -- During the engagement lifecycle, customer success agents schedule regular touchpoints with customers to evaluate progress, provide feedback, and offer guidance.
      - Touchpoint planner -- The touchpoint planner shows a calendar view of different touchpoints across all accounts associated with the customer success manager.
      - Generate summary for Zoom meetings -- Generate the meeting summary for virtual meetings conducted using Zoom.
      - Meeting page -- 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.
        
        Meeting preparation brief -- 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.
        
        Meeting recap -- 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.
        
        Touchpoint meeting skills -- Use ServiceNow Otto for TMT skills to generate a meeting preparation guide and AI-generated participant insights for touchpoint meetings in the CRM Workspace.
      - Meeting agenda items and next steps -- 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.
        
        Create a meeting agenda item -- Create an agenda item to track one topic on a meeting agenda, including its state, allotted time, presenter, and decision.
        
        Capture a meeting next step -- 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.
        
        Convert a next step to an associated record -- 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.
        
        Drop a next step -- Drop a next step when the follow-up doesn't need any action, so it's closed without linking it to another record.
      - Draft and schedule touchpoint meetings -- Use the Draft and schedule touchpoint meetings agentic workflow to schedule and edit a touchpoint meeting for a specific user.
      - Summarize a touchpoint -- 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.
      - Create touchpoints and meeting records -- Send an email to your instance to create touchpoint and meeting records directly from the inbound email.
      - Product release email communication -- Automatically draft, refine, and distribute product release announcement emails to designated recipients using the most recent release information.
    - View success cases in the CSM portal -- View the customer success case records or case task records on the Customer Service Management (CSM) portal.
    - View related items -- The Related Items component provides access to related lists associated with engagements, customer plays, and internal plays
    - AI search with recommended actions -- Use AI search with recommended actions to create contexts and search for relevant records.
    - Request ServiceNow Otto capabilities for 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.
    - Adaptive desktop actions for customer experimentation -- Use ServiceNow Otto for Telecommunications, Media, and Technology (TMT) adaptive desktop actions in Customer Success Management to test prompt-driven models on your workflows.
- Reference -- Reference topics provide additional information about Customer Success Management application.
  - Domain separation -- 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.
  - Roles -- Roles added with Customer Success Management.
  - Responsibilities -- Responsibilities added with Customer Success Management.
  - Tables -- This section includes the Customer Success Management tables.
    - Supported use case table -- 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.
    - Customer Discovery Hub tables -- 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 business need -- 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.
      - Customer business challenge -- 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.
      - Customer business expectation -- 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.
      - Customer use case -- 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.
  - Business rules -- This section includes the Customer Success Management business rules.
  - Flows -- This section includes the Customer Success Management flows.
  - Skill inputs -- Look up the table and field inputs that each Customer Success Management skill relies on to generate a summary, insight, or draft.
    - Onboarding and engagement -- Table and field inputs for the account onboarding case, engagement, success initiative, and executive insight skills.
    - Playbooks -- Table and field inputs for the customer play and internal play summarization skills.
    - Product adoption -- Table and field inputs for the product adoption roadmap generation skill.
    - Risk -- Table and field inputs for the risk signal and issues summarization, and draft risk closure notes, skills.
    - Touchpoints and meetings -- Table and field inputs for the touchpoint summarization, transcript analysis, prep brief, and next steps skills.

title	Brazil Customer Success Management
locale	en-US
release	australia
bundle	actle
doc_type	toc