Account onboarding playbook

concept brazil Updated Sep 10, 2026 1 min read account-lifecycle-account-onboard-playbook.md

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

Parent Topic:Manage account onboarding cases

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---
title: Account onboarding playbook
description: 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.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/acct-lifecycle-events/account-lifecycle-account-onboard-playbook.html
release: brazil
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Manage account onboarding cases, Account onboarding, Use, Customer Success Management]
---

# 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](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/account-lifecycle-use-playbook-initiate.md)**  
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](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/account-lifecycle-use-playbook-data-capture.md)**  
This phase is meant to gather the necessary information about the account such as support contacts, locations, sold products, entitlements.
-   **[Development and automation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/account-lifecycle-use-playbook-development.md)**  
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](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/account-lifecycle-use-playbook-test-golive.md)**  
These phases are designed to involve customers in testing and confirm that they have received adequate training before the go-live date.
-   **[Go-live and post support](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/account-lifecycle-use-playbook-golive-support.md)**  
This phase addresses issues that arise at go-live and coordinates resolution across the relevant teams to complete the account onboarding process.

**Parent Topic:**[Manage account onboarding cases](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/account-lifecycle-manage-acct-onboard.md)