Create a touchpoint
Create a touchpoint to capture and support conversations between providers and customers during the engagement lifecycle.
Before you begin
Role required: sn_acct_lc.customer_success_agent
About this task
During the lifecycle of an engagement, providers and customers may have frequent conversations, synchronization-up meetings, reviews, and so on. A touchpoint is meant to capture and support these discussions and share information among the various stakeholders. Additionally, customers can raise touchpoints to their provider about any number of topics, ask for support, or request details about a given objective.
Procedure
-
Navigate to Workspace > CRM Workspace and select the List icon.
-
Navigate to Customer Success > All Engagements.
-
Open the engagement for which you want to add touchpoints.
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Select Touchpoint from the drop-down list.
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On the form, fill in the fields.
|
Field |
Description |
|---|---|
|
Number |
System generated unique number for the onboarding case record. |
|
Account |
The account number of the enterprise customer associated with the account. |
|
Engagement |
Select the engagement record to which the touchpoint is related. This is a required field. |
|
Channel |
The channel used for communication. This can be:- Web
|
|
Contact |
The key customer contact for this touchpoint. |
|
Assigned to |
The key internal team member handling this touchpoint. |
|
Squad |
The team supporting this account for achieving both value and success. |
|
Category |
The category associated with this touchpoint. This can be:- General conversation
|
|
State |
State of the touchpoint. This can be:- New
|
|
Progress |
Current progress of this touchpoint. This can be:- Not Started
|
|
Priority |
Priority of this touchpoint in comparison to others. This can be:- Critical
|
|
Due date |
Date by which the touchpoint should be completed. |
|
Product |
The product to which this touchpoint is related. Select the check box to indicate if the touchpoint is related to a specific product that has been sold. |
|
Subject |
Enter the subject for this touchpoint. This is a required field. |
|
Watch list |
Select the users who should be notified of any updates to the touchpoint. |
|
Work notes list |
Select the users who should be notified of any updates to the worknotes. |
|
Description |
Enter a description for this touchpoint. This is a required field. |
|
Work notes |
Any internal notes regarding this objective. |
|
Additional comments |
Any additional information that must be provided to the customer. |
|
Needs attention |
Clear the check box to make Blocked by capability work. |
- Select Save to create touchpoint.
Parent Topic:Manage engagements
--- title: Create a touchpoint description: Create a touchpoint to capture and support conversations between providers and customers during the engagement lifecycle. locale: en-US canonical_url: https://www.servicenow.com/docs/r/acct-lifecycle-events/account-lifecycle-create-touchpoint.html release: brazil topic_type: task last_updated: "2026-09-10" reading_time_minutes: 2 breadcrumb: [Manage engagements, Customer success, Use, Customer Success Management] --- # Create a touchpoint Create a touchpoint to capture and support conversations between providers and customers during the engagement lifecycle. ## Before you begin Role required: sn\_acct\_lc.customer\_success\_agent ## About this task During the lifecycle of an engagement, providers and customers may have frequent conversations, synchronization-up meetings, reviews, and so on. A touchpoint is meant to capture and support these discussions and share information among the various stakeholders. Additionally, customers can raise touchpoints to their provider about any number of topics, ask for support, or request details about a given objective. ## Procedure 1. Navigate to **Workspace** > **CRM Workspace** and select the **List** icon. 2. Navigate to **Customer Success** > **All Engagements**. 3. Open the engagement for which you want to add touchpoints. 4. Select **Touchpoint** from the drop-down list. 5. On the form, fill in the fields. <table id="table_olw_rwv_zbc"><thead><tr><th> Field </th><th> Description </th></tr></thead><tbody><tr><td> Number </td><td> System generated unique number for the onboarding case record. </td></tr><tr><td> Account </td><td> The account number of the enterprise customer associated with the account. </td></tr><tr><td> Engagement </td><td> Select the engagement record to which the touchpoint is related. This is a required field. </td></tr><tr><td> Channel </td><td> The channel used for communication. This can be:- Web - Phone - Email - Chat - Social - Community - Alert - Virtual Agent </td></tr><tr><td> Contact </td><td> The key customer contact for this touchpoint. </td></tr><tr><td> Assigned to </td><td> The key internal team member handling this touchpoint. </td></tr><tr><td> Squad </td><td> The team supporting this account for achieving both value and success. </td></tr><tr><td> Category </td><td> The category associated with this touchpoint. This can be:- General conversation - Value and adoption - Expansion opportunities - Renewal support </td></tr><tr><td> State </td><td> State of the touchpoint. This can be:- New - In progress - Paused - Canceled - Closed </td></tr><tr><td> Progress </td><td> Current progress of this touchpoint. This can be:- Not Started - On-Track - At Risk - Paused - Completed - Canceled </td></tr><tr><td> Priority </td><td> Priority of this touchpoint in comparison to others. This can be:- Critical - High - Medium - Low - Very Low </td></tr><tr><td> Due date </td><td> Date by which the touchpoint should be completed. </td></tr><tr><td> Product </td><td> The product to which this touchpoint is related. Select the check box to indicate if the touchpoint is related to a specific product that has been sold. </td></tr><tr><td> Subject </td><td> Enter the subject for this touchpoint. This is a required field. </td></tr><tr><td> Watch list </td><td> Select the users who should be notified of any updates to the touchpoint. </td></tr><tr><td> Work notes list </td><td> Select the users who should be notified of any updates to the worknotes. </td></tr><tr><td> Description </td><td> Enter a description for this touchpoint. This is a required field. </td></tr><tr><td> Work notes </td><td> Any internal notes regarding this objective. </td></tr><tr><td> Additional comments </td><td> Any additional information that must be provided to the customer. </td></tr><tr><td> Needs attention </td><td> Clear the check box to make Blocked by capability work. </td></tr></tbody> </table> **Note:** The `Meeting date` and `Meeting type` fields have been deprecated from the Yokohama release. 6. Select **Save** to create touchpoint. **Parent Topic:**[Manage engagements](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/account-lifecycle-manage-engage.md)
| title | Create a touchpoint |
| description | Create a touchpoint to capture and support conversations between providers and customers during the engagement lifecycle. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/acct-lifecycle-events/account-lifecycle-create-touchpoint.html |
| release | brazil |
| topic_type | task |
| last_updated | 2026-09-10 |
| reading_time_minutes | 2 |
| breadcrumb | Manage engagementsCustomer successUseCustomer Success Management |