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acct-lifecycle-events/account-lifecycle-activate.md::0 | acct-lifecycle-events/account-lifecycle-activate.md | acct-lifecycle-events | Activate Customer Success Management | acct-lifecycle-events | 2026-03-12 | Activate Customer Success Management > Activate Customer Success Management | # Activate Customer Success Management
The Customer Success Management \(com.sn\_acct\_lc\) plugin is available as a separate subscription. This plugin activates related plugins, if they aren’t already active. | Breadcrumb: Customer Success Management > Customer Success Management
Topic: Activate Customer Success Management > Activate Customer Success Management
# Activate Customer Success Management
The Customer Success Management \(com.sn\_acct\_lc\) plugin is available as a separate subscription. This plugin activates rel... | [
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acct-lifecycle-events/account-lifecycle-activate.md::1 | acct-lifecycle-events/account-lifecycle-activate.md | acct-lifecycle-events | Activate Customer Success Management | acct-lifecycle-events | 2026-03-12 | Activate Customer Success Management > Activate Customer Success Management > Before you begin | ## Before you begin
Role required: sn\_customerservice.customer\_admin | Breadcrumb: Customer Success Management > Customer Success Management
Topic: Activate Customer Success Management > Activate Customer Success Management > Before you begin
## Before you begin
Role required: sn\_customerservice.customer\_admin | [
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acct-lifecycle-events/account-lifecycle-activate.md::2 | acct-lifecycle-events/account-lifecycle-activate.md | acct-lifecycle-events | Activate Customer Success Management | acct-lifecycle-events | 2026-03-12 | Activate Customer Success Management > Activate Customer Success Management > About this task (part 1) | ## About this task The Customer Success Management plugin activates these related plugins, if they aren’t already active. <table id="table_f4r_m5k_1yb"><thead><tr><th> Plugin </th><th> Description </th></tr></thead><tbody><tr><td> Customer Service Install Base Management \[com.snc.install\_base\] </td><td> Enables cust... | Breadcrumb: Customer Success Management > Customer Success Management
Topic: Activate Customer Success Management > Activate Customer Success Management > About this task (part 1)
## About this task The Customer Success Management plugin activates these related plugins, if they aren’t already active. <table id="table_... | [
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acct-lifecycle-events/account-lifecycle-activate.md::3 | acct-lifecycle-events/account-lifecycle-activate.md | acct-lifecycle-events | Activate Customer Success Management | acct-lifecycle-events | 2026-03-12 | Activate Customer Success Management > Activate Customer Success Management > About this task (part 2) | an agent to assist the customer. This component accepts facets and activity feed items in JSON format along with a few other properties and renders given activities and facets. </td></tr><tr><td> Customer Success Advanced \(app-cust-succ-adv\) </td><td> New pro plus plugin for customer success. Used for product adoptio... | Breadcrumb: Customer Success Management > Customer Success Management
Topic: Activate Customer Success Management > Activate Customer Success Management > About this task (part 2)
an agent to assist the customer. This component accepts facets and activity feed items in JSON format along with a few other properties and... | [
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acct-lifecycle-events/account-lifecycle-add-data-import.md::0 | acct-lifecycle-events/account-lifecycle-add-data-import.md | acct-lifecycle-events | Add the data import task | acct-lifecycle-events | 2026-03-12 | Add the data import task > Add the data import task (part 1) | # 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. 1. Navigate to **All** > **Process Automation Designer**. 2. Select the **Account lifecycle onboarding process**. 3. Navigate to the Data Capture &... | Breadcrumb: Data capture and validation > Set up playbook > Account onboarding > Customer Success Management > Customer Success Management
Topic: Add the data import task > Add the data import task (part 1)
# Add the data import task Add the data import task that you’ve configured to the **Account lifecycle onboarding... | [
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acct-lifecycle-events/account-lifecycle-add-data-import.md::1 | acct-lifecycle-events/account-lifecycle-add-data-import.md | acct-lifecycle-events | Add the data import task | acct-lifecycle-events | 2026-03-12 | Add the data import task > Add the data import task (part 2) | value is set to 1 \(Data not loaded yet\). - State: The default state is set to 1 \(Open\). - Type: `Select data_capture`. - Account: Select the account onboarding case associated with the case task. - Parent: Select the parent record associated with the account onboarding case. - Visible to customer: Set this **False.... | Breadcrumb: Data capture and validation > Set up playbook > Account onboarding > Customer Success Management > Customer Success Management
Topic: Add the data import task > Add the data import task (part 2)
value is set to 1 \(Data not loaded yet\). - State: The default state is set to 1 \(Open\). - Type: `Select data... | [
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acct-lifecycle-events/account-lifecycle-ai-search.md::0 | acct-lifecycle-events/account-lifecycle-ai-search.md | acct-lifecycle-events | AI search with Recommended Actions | acct-lifecycle-events | 2026-03-12 | AI search with Recommended Actions > AI search with Recommended Actions | # AI search with Recommended Actions
Use AI search with Recommended Actions to create contexts and search for relevant records.
**Note:** The AI search is available only if you have configured the Recommended Actions application to display relevant results for the search query. See [Set up recommended actions for acc... | Breadcrumb: Customer success > Use > Customer Success Management
Topic: AI search with Recommended Actions > AI search with Recommended Actions
# AI search with Recommended Actions
Use AI search with Recommended Actions to create contexts and search for relevant records.
**Note:** The AI search is available only if ... | [
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acct-lifecycle-events/account-lifecycle-ale-choice.md::0 | acct-lifecycle-events/account-lifecycle-ale-choice.md | acct-lifecycle-events | Create a customer success choice record | acct-lifecycle-events | 2026-03-12 | Create a customer success choice record > Create a customer success choice record | # Create a customer success choice record
Create a record to set up the categories for the customer success choices. | Breadcrumb: Basic setup > Customer success > Customer Success Management > Customer Success Management
Topic: Create a customer success choice record > Create a customer success choice record
# Create a customer success choice record
Create a record to set up the categories for the customer success choices. | [
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acct-lifecycle-events/account-lifecycle-ale-choice.md::1 | acct-lifecycle-events/account-lifecycle-ale-choice.md | acct-lifecycle-events | Create a customer success choice record | acct-lifecycle-events | 2026-03-12 | Create a customer success choice record > Create a customer success choice record > Before you begin | ## Before you begin
Role required: sn\_ti\_core.write | Breadcrumb: Basic setup > Customer success > Customer Success Management > Customer Success Management
Topic: Create a customer success choice record > Create a customer success choice record > Before you begin
## Before you begin
Role required: sn\_ti\_core.write | [
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acct-lifecycle-events/account-lifecycle-ale-choice.md::2 | acct-lifecycle-events/account-lifecycle-ale-choice.md | acct-lifecycle-events | Create a customer success choice record | acct-lifecycle-events | 2026-03-12 | Create a customer success choice record > Create a customer success choice record > Procedure | ## Procedure
1. Navigate to **Workspace** > **CSM/FSM Configurable Workspace** and select the **List** icon.
2. Navigate to the **Customer Success** > **Customer Success Choice** and select **New**.
3. Enter a name for the Customer Success choice.
4. Select the category as **Customer Success Definition** ... | Breadcrumb: Basic setup > Customer success > Customer Success Management > Customer Success Management
Topic: Create a customer success choice record > Create a customer success choice record > Procedure
## Procedure
1. Navigate to **Workspace** > **CSM/FSM Configurable Workspace** and select the **List** icon.
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acct-lifecycle-events/account-lifecycle-backup.md::0 | acct-lifecycle-events/account-lifecycle-backup.md | acct-lifecycle-events | Run scheduled job to back up staging table | acct-lifecycle-events | 2026-03-12 | Run scheduled job to back up staging table > Run scheduled job to back up staging table | # Run scheduled job to back up staging table
You can take a backup of the data on the staging table at periodic intervals. | Breadcrumb: Account onboarding > Customer Success Management > Customer Success Management
Topic: Run scheduled job to back up staging table > Run scheduled job to back up staging table
# Run scheduled job to back up staging table
You can take a backup of the data on the staging table at periodic intervals. | [
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acct-lifecycle-events/account-lifecycle-backup.md::1 | acct-lifecycle-events/account-lifecycle-backup.md | acct-lifecycle-events | Run scheduled job to back up staging table | acct-lifecycle-events | 2026-03-12 | Run scheduled job to back up staging table > Run scheduled job to back up staging table > Before you begin | ## Before you begin
Role required: admin | Breadcrumb: Account onboarding > Customer Success Management > Customer Success Management
Topic: Run scheduled job to back up staging table > Run scheduled job to back up staging table > Before you begin
## Before you begin
Role required: admin | [
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acct-lifecycle-events/account-lifecycle-backup.md::2 | acct-lifecycle-events/account-lifecycle-backup.md | acct-lifecycle-events | Run scheduled job to back up staging table | acct-lifecycle-events | 2026-03-12 | Run scheduled job to back up staging table > Run scheduled job to back up staging table > About this task | ## About this task
Data present in the staging table backed up if:
- Import tasks are in an **Active** state.
- The data creation date is earlier than the current date.
**Note:** Import tasks that are in a **Canceled** or **Closed** state aren’t backed up. | Breadcrumb: Account onboarding > Customer Success Management > Customer Success Management
Topic: Run scheduled job to back up staging table > Run scheduled job to back up staging table > About this task
## About this task
Data present in the staging table backed up if:
- Import tasks are in an **Active** state.
-... | [
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acct-lifecycle-events/account-lifecycle-backup.md::3 | acct-lifecycle-events/account-lifecycle-backup.md | acct-lifecycle-events | Run scheduled job to back up staging table | acct-lifecycle-events | 2026-03-12 | Run scheduled job to back up staging table > Run scheduled job to back up staging table > Procedure | ## Procedure
1. Navigate to **All** > **System Definition** > **Scheduled Jobs**.
2. Find the **Scheduled Staging Data Backup Job** scheduled job.
**Note:** The job is inactive by default. Select the **Active** check box to run the scheduled job at the scheduled time.
3. Select **Execute Now**.
To... | Breadcrumb: Account onboarding > Customer Success Management > Customer Success Management
Topic: Run scheduled job to back up staging table > Run scheduled job to back up staging table > Procedure
## Procedure
1. Navigate to **All** > **System Definition** > **Scheduled Jobs**.
2. Find the **Scheduled Stagi... | [
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acct-lifecycle-events/account-lifecycle-backup.md::4 | acct-lifecycle-events/account-lifecycle-backup.md | acct-lifecycle-events | Run scheduled job to back up staging table | acct-lifecycle-events | 2026-03-12 | Run scheduled job to back up staging table > Run scheduled job to back up staging table > Result | ## Result
A CSV file is created and attached to the import task. The file name includes the name of the staging file and the creation date in the format `stagingTable-dateCreated.csv`.
**Parent Topic:**[Account onboarding](../concept/account-lifecycle-configure.md) | Breadcrumb: Account onboarding > Customer Success Management > Customer Success Management
Topic: Run scheduled job to back up staging table > Run scheduled job to back up staging table > Result
## Result
A CSV file is created and attached to the import task. The file name includes the name of the staging file and th... | [
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acct-lifecycle-events/account-lifecycle-basic-config.md::0 | acct-lifecycle-events/account-lifecycle-basic-config.md | acct-lifecycle-events | Basic customer success setup | acct-lifecycle-events | 2026-03-12 | Basic customer success setup > Basic customer success setup | # Basic customer success setup
Define the basic customer success components
- **[Create an engagement](../task/account-lifecycle-create-engage.md)**
Create an engagement record that centralizes all internal and external activities that are involved in the customer success journey.
- **[Create a success objectiv... | Breadcrumb: Customer success > Customer Success Management > Customer Success Management
Topic: Basic customer success setup > Basic customer success setup
# Basic customer success setup
Define the basic customer success components
- **[Create an engagement](../task/account-lifecycle-create-engage.md)**
Create a... | [
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acct-lifecycle-events/account-lifecycle-cancel-case.md::0 | acct-lifecycle-events/account-lifecycle-cancel-case.md | acct-lifecycle-events | Close or cancel an account onboarding case | acct-lifecycle-events | 2026-03-12 | Close or cancel an account onboarding case > Close or cancel an account onboarding case | # Close or cancel an account onboarding case
You can close or cancel an account boarding case and all the related activities. | Breadcrumb: Set up playbook > Account onboarding > Customer Success Management > Customer Success Management
Topic: Close or cancel an account onboarding case > Close or cancel an account onboarding case
# Close or cancel an account onboarding case
You can close or cancel an account boarding case and all the related ... | [
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acct-lifecycle-events/account-lifecycle-cancel-case.md::1 | acct-lifecycle-events/account-lifecycle-cancel-case.md | acct-lifecycle-events | Close or cancel an account onboarding case | acct-lifecycle-events | 2026-03-12 | Close or cancel an account onboarding case > Close or cancel an account onboarding case > Before you begin | ## Before you begin
Role required: sn\_acct\_lc.agent | Breadcrumb: Set up playbook > Account onboarding > Customer Success Management > Customer Success Management
Topic: Close or cancel an account onboarding case > Close or cancel an account onboarding case > Before you begin
## Before you begin
Role required: sn\_acct\_lc.agent | [
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acct-lifecycle-events/account-lifecycle-cancel-case.md::2 | acct-lifecycle-events/account-lifecycle-cancel-case.md | acct-lifecycle-events | Close or cancel an account onboarding case | acct-lifecycle-events | 2026-03-12 | Close or cancel an account onboarding case > Close or cancel an account onboarding case > Procedure | ## Procedure
1. Navigate to **Workspace** > **CSM/FSM Configurable Workspace** and select the **List** icon.
2. Navigate to the **Customer Success** > **All Onboarding Cases** and open the onboarding case you want to cancel.
3. Select the **Record details** to view the account onboarding case form.
4. To ... | Breadcrumb: Set up playbook > Account onboarding > Customer Success Management > Customer Success Management
Topic: Close or cancel an account onboarding case > Close or cancel an account onboarding case > Procedure
## Procedure
1. Navigate to **Workspace** > **CSM/FSM Configurable Workspace** and select the **Li... | [
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acct-lifecycle-events/account-lifecycle-cancel-internal-play.md::0 | acct-lifecycle-events/account-lifecycle-cancel-internal-play.md | acct-lifecycle-events | Close or cancel an internal play | acct-lifecycle-events | 2026-03-12 | Close or cancel an internal play > Close or cancel an internal play | # Close or cancel an internal play
You can close or cancel an internal play and all the related tasks. | Breadcrumb: Create an internal play > Manage playbooks > Customer success > Customer Success Management > Customer Success Management
Topic: Close or cancel an internal play > Close or cancel an internal play
# Close or cancel an internal play
You can close or cancel an internal play and all the related tasks. | [
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acct-lifecycle-events/account-lifecycle-cancel-internal-play.md::1 | acct-lifecycle-events/account-lifecycle-cancel-internal-play.md | acct-lifecycle-events | Close or cancel an internal play | acct-lifecycle-events | 2026-03-12 | Close or cancel an internal play > Close or cancel an internal play > Before you begin | ## Before you begin
Role required: sn\_acct\_lc.customer\_success\_agent | Breadcrumb: Create an internal play > Manage playbooks > Customer success > Customer Success Management > Customer Success Management
Topic: Close or cancel an internal play > Close or cancel an internal play > Before you begin
## Before you begin
Role required: sn\_acct\_lc.customer\_success\_agent | [
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acct-lifecycle-events/account-lifecycle-cancel-internal-play.md::2 | acct-lifecycle-events/account-lifecycle-cancel-internal-play.md | acct-lifecycle-events | Close or cancel an internal play | acct-lifecycle-events | 2026-03-12 | Close or cancel an internal play > Close or cancel an internal play > Procedure | ## Procedure
1. Navigate to **Workspace** > **CSM/FSM Configurable Workspace** and select the **List** icon.
2. Navigate to the **Customer Success** > **All Internal Plays** and open the internal play you want to cancel.
3. Select the **Record details** to view the internal play record form.
4. Depending ... | Breadcrumb: Create an internal play > Manage playbooks > Customer success > Customer Success Management > Customer Success Management
Topic: Close or cancel an internal play > Close or cancel an internal play > Procedure
## Procedure
1. Navigate to **Workspace** > **CSM/FSM Configurable Workspace** and select the... | [
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acct-lifecycle-events/account-lifecycle-cancel-success-case.md::0 | acct-lifecycle-events/account-lifecycle-cancel-success-case.md | acct-lifecycle-events | Close or cancel a customer play | acct-lifecycle-events | 2026-03-12 | Close or cancel a customer play > Close or cancel a customer play | # Close or cancel a customer play
You can close or cancel a customer play and all the related tasks. | Breadcrumb: Create a customer play > Manage playbooks > Customer success > Customer Success Management > Customer Success Management
Topic: Close or cancel a customer play > Close or cancel a customer play
# Close or cancel a customer play
You can close or cancel a customer play and all the related tasks. | [
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acct-lifecycle-events/account-lifecycle-cancel-success-case.md::1 | acct-lifecycle-events/account-lifecycle-cancel-success-case.md | acct-lifecycle-events | Close or cancel a customer play | acct-lifecycle-events | 2026-03-12 | Close or cancel a customer play > Close or cancel a customer play > Before you begin | ## Before you begin
Role required: sn\_acct\_lc.customer\_success\_agent | Breadcrumb: Create a customer play > Manage playbooks > Customer success > Customer Success Management > Customer Success Management
Topic: Close or cancel a customer play > Close or cancel a customer play > Before you begin
## Before you begin
Role required: sn\_acct\_lc.customer\_success\_agent | [
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acct-lifecycle-events/account-lifecycle-cancel-success-case.md::2 | acct-lifecycle-events/account-lifecycle-cancel-success-case.md | acct-lifecycle-events | Close or cancel a customer play | acct-lifecycle-events | 2026-03-12 | Close or cancel a customer play > Close or cancel a customer play > Procedure | ## Procedure
1. Navigate to **Workspace** > **CSM/FSM Configurable Workspace** and select the **List** icon.
2. Navigate to the **Customer Success** > **All Customer Plays** and open the customer play you want to cancel.
3. Select the **Record details** to view the customer play form.
4. Depending on your... | Breadcrumb: Create a customer play > Manage playbooks > Customer success > Customer Success Management > Customer Success Management
Topic: Close or cancel a customer play > Close or cancel a customer play > Procedure
## Procedure
1. Navigate to **Workspace** > **CSM/FSM Configurable Workspace** and select the **... | [
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acct-lifecycle-events/account-lifecycle-cancel-success-initiative.md::0 | acct-lifecycle-events/account-lifecycle-cancel-success-initiative.md | acct-lifecycle-events | Close or cancel a success initiative | acct-lifecycle-events | 2026-03-12 | Close or cancel a success initiative > Close or cancel a success initiative | # Close or cancel a success initiative
You can close or cancel a success initiative and all the related tasks. | Breadcrumb: Create a success initiative > Basic setup > Customer success > Customer Success Management > Customer Success Management
Topic: Close or cancel a success initiative > Close or cancel a success initiative
# Close or cancel a success initiative
You can close or cancel a success initiative and all the relate... | [
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acct-lifecycle-events/account-lifecycle-cancel-success-initiative.md::1 | acct-lifecycle-events/account-lifecycle-cancel-success-initiative.md | acct-lifecycle-events | Close or cancel a success initiative | acct-lifecycle-events | 2026-03-12 | Close or cancel a success initiative > Close or cancel a success initiative > Before you begin | ## Before you begin
Role required: admin | Breadcrumb: Create a success initiative > Basic setup > Customer success > Customer Success Management > Customer Success Management
Topic: Close or cancel a success initiative > Close or cancel a success initiative > Before you begin
## Before you begin
Role required: admin | [
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acct-lifecycle-events/account-lifecycle-cancel-success-initiative.md::2 | acct-lifecycle-events/account-lifecycle-cancel-success-initiative.md | acct-lifecycle-events | Close or cancel a success initiative | acct-lifecycle-events | 2026-03-12 | Close or cancel a success initiative > Close or cancel a success initiative > Procedure | ## Procedure
1. Navigate to **Workspace** > **CSM/FSM Configurable Workspace** and select the **List** icon.
2. Navigate to the **Customer Success** > **All Initiatives** and open the success initiatives you want to cancel.
3. Select the **Record details** to view the success initiative form.
4. Depending... | Breadcrumb: Create a success initiative > Basic setup > Customer success > Customer Success Management > Customer Success Management
Topic: Close or cancel a success initiative > Close or cancel a success initiative > Procedure
## Procedure
1. Navigate to **Workspace** > **CSM/FSM Configurable Workspace** and sel... | [
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acct-lifecycle-events/account-lifecycle-case-case-tasks.md::0 | acct-lifecycle-events/account-lifecycle-case-case-tasks.md | acct-lifecycle-events | Onboarding case and case tasks | acct-lifecycle-events | 2026-03-12 | Onboarding case and case tasks > Onboarding case and case tasks | # 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.
By tracking each step of the onboarding and expansion process, customer success teams can guide cust... | Breadcrumb: Account onboarding > Explore > Customer Success Management
Topic: Onboarding case and case tasks > Onboarding case and case tasks
# 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, acc... | [
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acct-lifecycle-events/account-lifecycle-config-cust-success.md::0 | acct-lifecycle-events/account-lifecycle-config-cust-success.md | acct-lifecycle-events | Customer success | acct-lifecycle-events | 2026-03-12 | Customer success > Customer success | # Customer success
After an onboarding case has been created, you can configure and set up customer success by creating engagements, configuring success plays, and setting up the success initiative record.
- **[Basic customer success setup](account-lifecycle-basic-config.md)**
Define the basic customer success co... | Breadcrumb: Customer Success Management > Customer Success Management
Topic: Customer success > Customer success
# Customer success
After an onboarding case has been created, you can configure and set up customer success by creating engagements, configuring success plays, and setting up the success initiative record.... | [
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acct-lifecycle-events/account-lifecycle-config-subflow.md::0 | acct-lifecycle-events/account-lifecycle-config-subflow.md | acct-lifecycle-events | Define subflows for success plays | acct-lifecycle-events | 2026-03-12 | Define subflows for success plays > Define subflows for success plays | # Define subflows for success plays
Before you create a success play, you must define a subflow and add it to the Definition Records table.
For instructions on creating a subflow, see [Create a flow, subflow, or action in Workflow Studio](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/... | Breadcrumb: Create a success play > Basic setup > Customer success > Customer Success Management > Customer Success Management
Topic: Define subflows for success plays > Define subflows for success plays
# Define subflows for success plays
Before you create a success play, you must define a subflow and add it to the ... | [
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acct-lifecycle-events/account-lifecycle-config-zoom-sum.md::0 | acct-lifecycle-events/account-lifecycle-config-zoom-sum.md | acct-lifecycle-events | Configure Zoom to create a touchpoint meeting summary | acct-lifecycle-events | 2026-03-12 | Configure Zoom to create a touchpoint meeting summary > Configure Zoom to create a touchpoint meeting summary | # Configure Zoom to create a touchpoint meeting summary
Set up the Zoom spoke integration and the bi-directional web hook to generate summaries for virtual touchpoint meetings. | Breadcrumb: Touchpoint home page > Customer success > Use > Customer Success Management
Topic: Configure Zoom to create a touchpoint meeting summary > Configure Zoom to create a touchpoint meeting summary
# Configure Zoom to create a touchpoint meeting summary
Set up the Zoom spoke integration and the bi-directional ... | [
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acct-lifecycle-events/account-lifecycle-config-zoom-sum.md::1 | acct-lifecycle-events/account-lifecycle-config-zoom-sum.md | acct-lifecycle-events | Configure Zoom to create a touchpoint meeting summary | acct-lifecycle-events | 2026-03-12 | Configure Zoom to create a touchpoint meeting summary > Configure Zoom to create a touchpoint meeting summary > Before you begin | ## Before you begin
Role required: sn\_acct\_lc.customer\_success\_application\_admin | Breadcrumb: Touchpoint home page > Customer success > Use > Customer Success Management
Topic: Configure Zoom to create a touchpoint meeting summary > Configure Zoom to create a touchpoint meeting summary > Before you begin
## Before you begin
Role required: sn\_acct\_lc.customer\_success\_application\_admin | [
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acct-lifecycle-events/account-lifecycle-config-zoom-sum.md::2 | acct-lifecycle-events/account-lifecycle-config-zoom-sum.md | acct-lifecycle-events | Configure Zoom to create a touchpoint meeting summary | acct-lifecycle-events | 2026-03-12 | Configure Zoom to create a touchpoint meeting summary > Configure Zoom to create a touchpoint meeting summary > Procedure | ## Procedure
1. To configure the Zoom spoke, follow the steps listed in [Set up the Zoom spoke](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/integrate-applications/integration-hub/setup-zoom.md).
A token is generated for Zoom connectivity.
2. Navigate to **All** > **System ... | Breadcrumb: Touchpoint home page > Customer success > Use > Customer Success Management
Topic: Configure Zoom to create a touchpoint meeting summary > Configure Zoom to create a touchpoint meeting summary > Procedure
## Procedure
1. To configure the Zoom spoke, follow the steps listed in [Set up the Zoom spoke](http... | [
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acct-lifecycle-events/account-lifecycle-config-zoom-sum.md::3 | acct-lifecycle-events/account-lifecycle-config-zoom-sum.md | acct-lifecycle-events | Configure Zoom to create a touchpoint meeting summary | acct-lifecycle-events | 2026-03-12 | Configure Zoom to create a touchpoint meeting summary > Configure Zoom to create a touchpoint meeting summary > Result | ## Result
When these steps have been completed, you can generate the meeting summary for touchpoint meetings that have been created using Zoom.
- **[Generate summary for Zoom meetings](account-lifecycle-zoom-meeting-summary.md)**
Generate the meeting summary for virtual meetings conducted using Zoom.
**Parent To... | Breadcrumb: Touchpoint home page > Customer success > Use > Customer Success Management
Topic: Configure Zoom to create a touchpoint meeting summary > Configure Zoom to create a touchpoint meeting summary > Result
## Result
When these steps have been completed, you can generate the meeting summary for touchpoint meet... | [
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acct-lifecycle-events/account-lifecycle-configure-dce-visual.md::0 | acct-lifecycle-events/account-lifecycle-configure-dce-visual.md | acct-lifecycle-events | Configure DCE Visualizations | acct-lifecycle-events | 2026-03-12 | Configure DCE Visualizations > Configure DCE Visualizations | # 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. | Breadcrumb: Set up the Data Context Engine > Customer success > Customer Success Management > Customer Success Management
Topic: Configure DCE Visualizations > Configure DCE Visualizations
# Configure DCE Visualizations
Use the DCE Visualizations option to configure data sources, define baselines and targets, and app... | [
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acct-lifecycle-events/account-lifecycle-configure-dce-visual.md::1 | acct-lifecycle-events/account-lifecycle-configure-dce-visual.md | acct-lifecycle-events | Configure DCE Visualizations | acct-lifecycle-events | 2026-03-12 | Configure DCE Visualizations > Configure DCE Visualizations > Before you begin | ## Before you begin
Role required: sn\_acct\_lc.customer\_success\_application\_admin | Breadcrumb: Set up the Data Context Engine > Customer success > Customer Success Management > Customer Success Management
Topic: Configure DCE Visualizations > Configure DCE Visualizations > Before you begin
## Before you begin
Role required: sn\_acct\_lc.customer\_success\_application\_admin | [
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acct-lifecycle-events/account-lifecycle-configure-dce-visual.md::2 | acct-lifecycle-events/account-lifecycle-configure-dce-visual.md | acct-lifecycle-events | Configure DCE Visualizations | acct-lifecycle-events | 2026-03-12 | Configure DCE Visualizations > Configure DCE Visualizations > Procedure | ## Procedure
1. Navigate to **All** > **Data Context Engine** > **Insights** > **All DCE Visualizations**.
2. Select **New**.
3. Enter the following details on the form.
<table id="table_kms_zmz_vfc"><thead><tr><th>
Field
</th><th>
Description
</th></tr></thead><tbody><tr><td>
Data source
</td><td... | Breadcrumb: Set up the Data Context Engine > Customer success > Customer Success Management > Customer Success Management
Topic: Configure DCE Visualizations > Configure DCE Visualizations > Procedure
## Procedure
1. Navigate to **All** > **Data Context Engine** > **Insights** > **All DCE Visualizations**.
... | [
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acct-lifecycle-events/account-lifecycle-configure-simple.md::0 | acct-lifecycle-events/account-lifecycle-configure-simple.md | acct-lifecycle-events | Configure onboarding tasks in playbook | acct-lifecycle-events | 2026-03-12 | Configure onboarding tasks in playbook > Configure onboarding tasks in playbook | # Configure onboarding tasks in playbook
You can configure customer success onboarding tasks in a playbook using the Process Automation Designer. | Breadcrumb: Configure playbook activities > Account onboarding > Customer Success Management > Customer Success Management
Topic: Configure onboarding tasks in playbook > Configure onboarding tasks in playbook
# Configure onboarding tasks in playbook
You can configure customer success onboarding tasks in a playbook u... | [
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acct-lifecycle-events/account-lifecycle-configure-simple.md::1 | acct-lifecycle-events/account-lifecycle-configure-simple.md | acct-lifecycle-events | Configure onboarding tasks in playbook | acct-lifecycle-events | 2026-03-12 | Configure onboarding tasks in playbook > Configure onboarding tasks in playbook > Before you begin | ## Before you begin
Role required:
- sn\_acct\_lc.agent
- One or more Playbooks roles. See [Playbooks roles](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/build-workflows/workflow-studio/process-automation-designer-roles.md) for details. | Breadcrumb: Configure playbook activities > Account onboarding > Customer Success Management > Customer Success Management
Topic: Configure onboarding tasks in playbook > Configure onboarding tasks in playbook > Before you begin
## Before you begin
Role required:
- sn\_acct\_lc.agent
- One or more Playbooks role... | [
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acct-lifecycle-events/account-lifecycle-configure-simple.md::2 | acct-lifecycle-events/account-lifecycle-configure-simple.md | acct-lifecycle-events | Configure onboarding tasks in playbook | acct-lifecycle-events | 2026-03-12 | Configure onboarding tasks in playbook > Configure onboarding tasks in playbook > About this task | ## About this task
You can add, modify, and delete any tasks for the Customer success onboarding tasks in a playbook using the Process Automation Designer. For example, if you want to configure one of the tasks in the Development & Automation lane, perform the following steps. | Breadcrumb: Configure playbook activities > Account onboarding > Customer Success Management > Customer Success Management
Topic: Configure onboarding tasks in playbook > Configure onboarding tasks in playbook > About this task
## About this task
You can add, modify, and delete any tasks for the Customer success onbo... | [
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acct-lifecycle-events/account-lifecycle-configure-simple.md::3 | acct-lifecycle-events/account-lifecycle-configure-simple.md | acct-lifecycle-events | Configure onboarding tasks in playbook | acct-lifecycle-events | 2026-03-12 | Configure onboarding tasks in playbook > Configure onboarding tasks in playbook > Procedure | ## Procedure
1. Navigate to **All** > **Process Automation Designer** > **Playbook Designer**.
2. Select the **Account lifecycle onboarding process**.
3. Navigate to the Development & Automation lane and select the Setup Account Relationships activity.
4. In the Activity properties window, select **Vi... | Breadcrumb: Configure playbook activities > Account onboarding > Customer Success Management > Customer Success Management
Topic: Configure onboarding tasks in playbook > Configure onboarding tasks in playbook > Procedure
## Procedure
1. Navigate to **All** > **Process Automation Designer** > **Playbook Design... | [
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acct-lifecycle-events/account-lifecycle-configure.md::0 | acct-lifecycle-events/account-lifecycle-configure.md | acct-lifecycle-events | Account onboarding | acct-lifecycle-events | 2026-03-12 | Account onboarding > Account onboarding | # Account onboarding
Set up and configure the Customer Success Management application.
- **[Set up the account onboarding playbook](account-lifecycle-use-playbook.md)**
Use the account onboarding playbook to import, stage, manage, and publish account data.
- **[Configure the onboarding playbook activities](acco... | Breadcrumb: Customer Success Management > Customer Success Management
Topic: Account onboarding > Account onboarding
# Account onboarding
Set up and configure the Customer Success Management application.
- **[Set up the account onboarding playbook](account-lifecycle-use-playbook.md)**
Use the account onboarding ... | [
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acct-lifecycle-events/account-lifecycle-create-ale-defn.md::0 | acct-lifecycle-events/account-lifecycle-create-ale-defn.md | acct-lifecycle-events | Create a customer success definition record | acct-lifecycle-events | 2026-03-12 | Create a customer success definition record > Create a customer success definition record | # Create a customer success definition record
Create a Customer Success Definition record to set up categories and sub categories for success play workflows. | Breadcrumb: Basic setup > Customer success > Customer Success Management > Customer Success Management
Topic: Create a customer success definition record > Create a customer success definition record
# Create a customer success definition record
Create a Customer Success Definition record to set up categories and sub... | [
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acct-lifecycle-events/account-lifecycle-create-ale-defn.md::1 | acct-lifecycle-events/account-lifecycle-create-ale-defn.md | acct-lifecycle-events | Create a customer success definition record | acct-lifecycle-events | 2026-03-12 | Create a customer success definition record > Create a customer success definition record > Before you begin | ## Before you begin
- The subflow used to trigger the success workflow must be defined.
- Role required: sn\_acct\_lc.ale\_success\_play\_admin | Breadcrumb: Basic setup > Customer success > Customer Success Management > Customer Success Management
Topic: Create a customer success definition record > Create a customer success definition record > Before you begin
## Before you begin
- The subflow used to trigger the success workflow must be defined.
- Role ... | [
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acct-lifecycle-events/account-lifecycle-create-ale-defn.md::2 | acct-lifecycle-events/account-lifecycle-create-ale-defn.md | acct-lifecycle-events | Create a customer success definition record | acct-lifecycle-events | 2026-03-12 | Create a customer success definition record > Create a customer success definition record > About this task | ## About this task
Use the Customer Success definition record to specify categories that can be used to launch success play workflows that can create records and trigger playbooks automatically. | Breadcrumb: Basic setup > Customer success > Customer Success Management > Customer Success Management
Topic: Create a customer success definition record > Create a customer success definition record > About this task
## About this task
Use the Customer Success definition record to specify categories that can be used... | [
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acct-lifecycle-events/account-lifecycle-create-ale-defn.md::3 | acct-lifecycle-events/account-lifecycle-create-ale-defn.md | acct-lifecycle-events | Create a customer success definition record | acct-lifecycle-events | 2026-03-12 | Create a customer success definition record > Create a customer success definition record > Procedure | ## Procedure
1. Navigate to **Workspace** > **CSM/FSM Configurable Workspace** and select the **List** icon.
2. Navigate to the **Customer Success** > **Customer Success Definition** and select **New**.
3. On the form, fill in the fields.
<table id="table_ddj_yyb_1cc"><thead><tr><th>
Field
</th><th>
Des... | Breadcrumb: Basic setup > Customer success > Customer Success Management > Customer Success Management
Topic: Create a customer success definition record > Create a customer success definition record > Procedure
## Procedure
1. Navigate to **Workspace** > **CSM/FSM Configurable Workspace** and select the **List**... | [
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acct-lifecycle-events/account-lifecycle-create-applicable-outcome.md::0 | acct-lifecycle-events/account-lifecycle-create-applicable-outcome.md | acct-lifecycle-events | Create an applicable success outcome | acct-lifecycle-events | 2026-03-12 | Create an applicable success outcome > Create an applicable success outcome | # Create an applicable success outcome
Create the applicable success outcomes to support the primary success outcome. | Breadcrumb: Create a success initiative > Basic setup > Customer success > Customer Success Management > Customer Success Management
Topic: Create an applicable success outcome > Create an applicable success outcome
# Create an applicable success outcome
Create the applicable success outcomes to support the primary s... | [
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acct-lifecycle-events/account-lifecycle-create-applicable-outcome.md::1 | acct-lifecycle-events/account-lifecycle-create-applicable-outcome.md | acct-lifecycle-events | Create an applicable success outcome | acct-lifecycle-events | 2026-03-12 | Create an applicable success outcome > Create an applicable success outcome > Before you begin | ## Before you begin
Role required: sn\_acct\_lc.customer\_success\_agent | Breadcrumb: Create a success initiative > Basic setup > Customer success > Customer Success Management > Customer Success Management
Topic: Create an applicable success outcome > Create an applicable success outcome > Before you begin
## Before you begin
Role required: sn\_acct\_lc.customer\_success\_agent | [
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acct-lifecycle-events/account-lifecycle-create-applicable-outcome.md::2 | acct-lifecycle-events/account-lifecycle-create-applicable-outcome.md | acct-lifecycle-events | Create an applicable success outcome | acct-lifecycle-events | 2026-03-12 | Create an applicable success outcome > Create an applicable success outcome > Procedure | ## Procedure
1. Navigate to **All** > **CSM/FSM Configurable Workspace** > **All** > **All Initiatives**.
2. Open the success initiative for which you want to add success outcome.
3. In the conceptual panel, open the **Related Items**.
 | ## Procedure 1. Login as a user with the template owner \(sn\_acct\_lc.success\_template\_owner\) role. 2. Navigate to **All** > **Customer Success** > **Success Objective Templates**. 3. Enter a name and title for the template. 4. In the Product drop down list, from the CMDB model list, select the product for wh... | Breadcrumb: Customer success > Customer Success Management > Customer Success Management
Topic: Create a success blueprint template > Create a success blueprint template > Procedure (part 1)
## Procedure 1. Login as a user with the template owner \(sn\_acct\_lc.success\_template\_owner\) role. 2. Navigate to **All** &... | [
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acct-lifecycle-events/account-lifecycle-create-blueprint-template.md::3 | acct-lifecycle-events/account-lifecycle-create-blueprint-template.md | acct-lifecycle-events | Create a success blueprint template | acct-lifecycle-events | 2026-03-12 | Create a success blueprint template > Create a success blueprint template > Procedure (part 2) | templates, select **Request for approval**.  **Note:** - The **Request for approval** option can be used to publish success objectives only if the **sn\_acct\_lc.enableApprovalForSuccessTemplate** property has been set to **True**. - You must... | Breadcrumb: Customer success > Customer Success Management > Customer Success Management
Topic: Create a success blueprint template > Create a success blueprint template > Procedure (part 2)
templates, select **Request for approval**.  **Not... | [
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acct-lifecycle-events/account-lifecycle-create-blueprint-template.md::4 | acct-lifecycle-events/account-lifecycle-create-blueprint-template.md | acct-lifecycle-events | Create a success blueprint template | acct-lifecycle-events | 2026-03-12 | Create a success blueprint template > Create a success blueprint template > What to do next | ## What to do next
**Approve a success blueprint template**
To approve a success blueprint template request, follow these steps:
1. Login as a user with the template approver \(sn\_acct\_lc.success\_template\_approver\) role.
2. Navigate to **All** > **Customer Success** > **Success Objective Templates**.
3.... | Breadcrumb: Customer success > Customer Success Management > Customer Success Management
Topic: Create a success blueprint template > Create a success blueprint template > What to do next
## What to do next
**Approve a success blueprint template**
To approve a success blueprint template request, follow these steps:
... | [
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acct-lifecycle-events/account-lifecycle-create-blueprint.md::0 | acct-lifecycle-events/account-lifecycle-create-blueprint.md | acct-lifecycle-events | Create a success blueprint | acct-lifecycle-events | 2026-03-12 | Create a success blueprint > Create a success blueprint | # Create a success blueprint
Use this option to create a success blueprint to add success objectives and outcomes for the engagement. | Breadcrumb: Create a success blueprint template > Customer success > Customer Success Management > Customer Success Management
Topic: Create a success blueprint > Create a success blueprint
# Create a success blueprint
Use this option to create a success blueprint to add success objectives and outcomes for the engage... | [
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acct-lifecycle-events/account-lifecycle-create-blueprint.md::1 | acct-lifecycle-events/account-lifecycle-create-blueprint.md | acct-lifecycle-events | Create a success blueprint | acct-lifecycle-events | 2026-03-12 | Create a success blueprint > Create a success blueprint > Before you begin | ## Before you begin
Role required: sn\_acct\_lc.customer\_success\_agent | Breadcrumb: Create a success blueprint template > Customer success > Customer Success Management > Customer Success Management
Topic: Create a success blueprint > Create a success blueprint > Before you begin
## Before you begin
Role required: sn\_acct\_lc.customer\_success\_agent | [
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acct-lifecycle-events/account-lifecycle-create-blueprint.md::2 | acct-lifecycle-events/account-lifecycle-create-blueprint.md | acct-lifecycle-events | Create a success blueprint | acct-lifecycle-events | 2026-03-12 | Create a success blueprint > Create a success blueprint > Procedure (part 1) | ## Procedure 1. Navigate to **Workspaces** > **CSM/FSM Configurable Workspace**. 2. Navigate to the **Customer Success** > **All Engagements** and open an engagement record. 3. On the engagement page, navigate to the **Success blueprint** tab and select **Create success blueprint**. A list of available success bl... | Breadcrumb: Create a success blueprint template > Customer success > Customer Success Management > Customer Success Management
Topic: Create a success blueprint > Create a success blueprint > Procedure (part 1)
## Procedure 1. Navigate to **Workspaces** > **CSM/FSM Configurable Workspace**. 2. Navigate to the **Cus... | [
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acct-lifecycle-events/account-lifecycle-create-blueprint.md::3 | acct-lifecycle-events/account-lifecycle-create-blueprint.md | acct-lifecycle-events | Create a success blueprint | acct-lifecycle-events | 2026-03-12 | Create a success blueprint > Create a success blueprint > Procedure (part 2) | After you have configured the objectives, select **Save Objective**. **Note:** - If you select the **Back** button or refresh the page after saving the objective, all the changes will be lost. - If you’re adding more than one objective, you must save the details for each objective before moving on to the next one. 11. ... | Breadcrumb: Create a success blueprint template > Customer success > Customer Success Management > Customer Success Management
Topic: Create a success blueprint > Create a success blueprint > Procedure (part 2)
After you have configured the objectives, select **Save Objective**. **Note:** - If you select the **Back** ... | [
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acct-lifecycle-events/account-lifecycle-create-case.md::0 | acct-lifecycle-events/account-lifecycle-create-case.md | acct-lifecycle-events | Create an account onboarding case | acct-lifecycle-events | 2026-03-12 | Create an account onboarding case > Create an account onboarding case | # Create an account onboarding case
When the customer service agent creates an account, an account onboarding case is generated. | Breadcrumb: Set up playbook > Account onboarding > Customer Success Management > Customer Success Management
Topic: Create an account onboarding case > Create an account onboarding case
# Create an account onboarding case
When the customer service agent creates an account, an account onboarding case is generated. | [
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acct-lifecycle-events/account-lifecycle-create-case.md::1 | acct-lifecycle-events/account-lifecycle-create-case.md | acct-lifecycle-events | Create an account onboarding case | acct-lifecycle-events | 2026-03-12 | Create an account onboarding case > Create an account onboarding case > Before you begin | ## Before you begin
Role required: sn\_acct\_lc.agent | Breadcrumb: Set up playbook > Account onboarding > Customer Success Management > Customer Success Management
Topic: Create an account onboarding case > Create an account onboarding case > Before you begin
## Before you begin
Role required: sn\_acct\_lc.agent | [
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acct-lifecycle-events/account-lifecycle-create-case.md::2 | acct-lifecycle-events/account-lifecycle-create-case.md | acct-lifecycle-events | Create an account onboarding case | acct-lifecycle-events | 2026-03-12 | Create an account onboarding case > Create an account onboarding case > Procedure | ## Procedure
1. Navigate to **Workspace** > **CSM/FSM Configurable Workspace** and select the **List** icon.
2. Navigate to the **Account Onboarding Cases** > **All**.
3. Select **New**.
The account onboarding playbook is launched. You can configure the various activities and create the account onboard... | Breadcrumb: Set up playbook > Account onboarding > Customer Success Management > Customer Success Management
Topic: Create an account onboarding case > Create an account onboarding case > Procedure
## Procedure
1. Navigate to **Workspace** > **CSM/FSM Configurable Workspace** and select the **List** icon.
2. Na... | [
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acct-lifecycle-events/account-lifecycle-create-crm-opportunity.md::0 | acct-lifecycle-events/account-lifecycle-create-crm-opportunity.md | acct-lifecycle-events | Create an opportunity in Microsoft Dynamics CRM | acct-lifecycle-events | 2026-03-12 | Create an opportunity in Microsoft Dynamics CRM > Create an opportunity in Microsoft Dynamics CRM | # Create an opportunity in Microsoft Dynamics CRM
Create a renewal opportunity in the Microsoft Dynamics CRM platform from your ServiceNow instance. | Breadcrumb: Microsoft Dynamics CRM integration > Customer success > Customer Success Management > Customer Success Management
Topic: Create an opportunity in Microsoft Dynamics CRM > Create an opportunity in Microsoft Dynamics CRM
# Create an opportunity in Microsoft Dynamics CRM
Create a renewal opportunity in the M... | [
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acct-lifecycle-events/account-lifecycle-create-crm-opportunity.md::1 | acct-lifecycle-events/account-lifecycle-create-crm-opportunity.md | acct-lifecycle-events | Create an opportunity in Microsoft Dynamics CRM | acct-lifecycle-events | 2026-03-12 | Create an opportunity in Microsoft Dynamics CRM > Create an opportunity in Microsoft Dynamics CRM > Before you begin | ## Before you begin
Role required: sn\_acct\_lc.customer\_success\_agent | Breadcrumb: Microsoft Dynamics CRM integration > Customer success > Customer Success Management > Customer Success Management
Topic: Create an opportunity in Microsoft Dynamics CRM > Create an opportunity in Microsoft Dynamics CRM > Before you begin
## Before you begin
Role required: sn\_acct\_lc.customer\_success\_a... | [
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acct-lifecycle-events/account-lifecycle-create-crm-opportunity.md::2 | acct-lifecycle-events/account-lifecycle-create-crm-opportunity.md | acct-lifecycle-events | Create an opportunity in Microsoft Dynamics CRM | acct-lifecycle-events | 2026-03-12 | Create an opportunity in Microsoft Dynamics CRM > Create an opportunity in Microsoft Dynamics CRM > About this task | ## About this task
Customer success managers can create renewal opportunities based on contract expiration dates and identify any potential risks. | Breadcrumb: Microsoft Dynamics CRM integration > Customer success > Customer Success Management > Customer Success Management
Topic: Create an opportunity in Microsoft Dynamics CRM > Create an opportunity in Microsoft Dynamics CRM > About this task
## About this task
Customer success managers can create renewal oppor... | [
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acct-lifecycle-events/account-lifecycle-create-crm-opportunity.md::3 | acct-lifecycle-events/account-lifecycle-create-crm-opportunity.md | acct-lifecycle-events | Create an opportunity in Microsoft Dynamics CRM | acct-lifecycle-events | 2026-03-12 | Create an opportunity in Microsoft Dynamics CRM > Create an opportunity in Microsoft Dynamics CRM > Procedure | ## Procedure
1. Navigate to **Workspaces** > **CSM/FSM Configurable Workspace** and select the **List** icon.
2. Navigate to **Customer Success** > **All Engagements** and open an engagement.
3. Select **Create Success Play**.
4. Select **Success Support** category and select the **Simple Renewal Play** c... | Breadcrumb: Microsoft Dynamics CRM integration > Customer success > Customer Success Management > Customer Success Management
Topic: Create an opportunity in Microsoft Dynamics CRM > Create an opportunity in Microsoft Dynamics CRM > Procedure
## Procedure
1. Navigate to **Workspaces** > **CSM/FSM Configurable Wor... | [
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acct-lifecycle-events/account-lifecycle-create-crm-task.md::0 | acct-lifecycle-events/account-lifecycle-create-crm-task.md | acct-lifecycle-events | Create a task in Microsoft Dynamics CRM | acct-lifecycle-events | 2026-03-12 | Create a task in Microsoft Dynamics CRM > Create a task in Microsoft Dynamics CRM | # Create a task in Microsoft Dynamics CRM
Create a task in the Microsoft Dynamics CRM platform from your ServiceNow instance and receive updates to the task in your ServiceNow instance. | Breadcrumb: Microsoft Dynamics CRM integration > Customer success > Customer Success Management > Customer Success Management
Topic: Create a task in Microsoft Dynamics CRM > Create a task in Microsoft Dynamics CRM
# Create a task in Microsoft Dynamics CRM
Create a task in the Microsoft Dynamics CRM platform from you... | [
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acct-lifecycle-events/account-lifecycle-create-crm-task.md::1 | acct-lifecycle-events/account-lifecycle-create-crm-task.md | acct-lifecycle-events | Create a task in Microsoft Dynamics CRM | acct-lifecycle-events | 2026-03-12 | Create a task in Microsoft Dynamics CRM > Create a task in Microsoft Dynamics CRM > Before you begin | ## Before you begin
Role required: sn\_acct\_lc.customer\_success\_agent | Breadcrumb: Microsoft Dynamics CRM integration > Customer success > Customer Success Management > Customer Success Management
Topic: Create a task in Microsoft Dynamics CRM > Create a task in Microsoft Dynamics CRM > Before you begin
## Before you begin
Role required: sn\_acct\_lc.customer\_success\_agent | [
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acct-lifecycle-events/account-lifecycle-create-crm-task.md::2 | acct-lifecycle-events/account-lifecycle-create-crm-task.md | acct-lifecycle-events | Create a task in Microsoft Dynamics CRM | acct-lifecycle-events | 2026-03-12 | Create a task in Microsoft Dynamics CRM > Create a task in Microsoft Dynamics CRM > Procedure | ## Procedure
1. Navigate to **All** > **Customer Success** > **All Risks and Issues**.
2. Open the risk record for which you want to create a task.
3. If you have configured the **Create CRM task** option, you can see it on the Risk and Issue page.
See [Enable integration with Microsoft Dynamics CRM](.... | Breadcrumb: Microsoft Dynamics CRM integration > Customer success > Customer Success Management > Customer Success Management
Topic: Create a task in Microsoft Dynamics CRM > Create a task in Microsoft Dynamics CRM > Procedure
## Procedure
1. Navigate to **All** > **Customer Success** > **All Risks and Issues*... | [
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acct-lifecycle-events/account-lifecycle-create-engage.md::0 | acct-lifecycle-events/account-lifecycle-create-engage.md | acct-lifecycle-events | Create an engagement | acct-lifecycle-events | 2026-03-12 | Create an engagement > Create an engagement | # Create an engagement
Create an engagement record that centralizes all internal and external activities that are involved in the customer success journey. | Breadcrumb: Basic setup > Customer success > Customer Success Management > Customer Success Management
Topic: Create an engagement > Create an engagement
# Create an engagement
Create an engagement record that centralizes all internal and external activities that are involved in the customer success journey. | [
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acct-lifecycle-events/account-lifecycle-create-engage.md::1 | acct-lifecycle-events/account-lifecycle-create-engage.md | acct-lifecycle-events | Create an engagement | acct-lifecycle-events | 2026-03-12 | Create an engagement > Create an engagement > Before you begin | ## Before you begin
Role required: sn\_acct\_lc.customer\_success\_agent | Breadcrumb: Basic setup > Customer success > Customer Success Management > Customer Success Management
Topic: Create an engagement > Create an engagement > Before you begin
## Before you begin
Role required: sn\_acct\_lc.customer\_success\_agent | [
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acct-lifecycle-events/account-lifecycle-create-engage.md::2 | acct-lifecycle-events/account-lifecycle-create-engage.md | acct-lifecycle-events | Create an engagement | acct-lifecycle-events | 2026-03-12 | Create an engagement > Create an engagement > About this task | ## About this task
After the account onboarding has been completed, the next step is to create an engagement that will include the customer objectives and outcomes. An engagement acts as an umbrella record and provides internal and external stakeholders with a view of the current and historical state of the customer s... | Breadcrumb: Basic setup > Customer success > Customer Success Management > Customer Success Management
Topic: Create an engagement > Create an engagement > About this task
## About this task
After the account onboarding has been completed, the next step is to create an engagement that will include the customer object... | [
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acct-lifecycle-events/account-lifecycle-create-engage.md::3 | acct-lifecycle-events/account-lifecycle-create-engage.md | acct-lifecycle-events | Create an engagement | acct-lifecycle-events | 2026-03-12 | Create an engagement > Create an engagement > Procedure | ## Procedure
1. Navigate to **Workspace** > **CSM/FSM Configurable Workspace** and select the **List** icon.
2. Navigate to the **Customer Success** > **All Engagements** and select **New**.
3. On the form, fill in the fields.
<table id="table_olw_rwv_zbc"><thead><tr><th>
Field
</th><th>
Description
</... | Breadcrumb: Basic setup > Customer success > Customer Success Management > Customer Success Management
Topic: Create an engagement > Create an engagement > Procedure
## Procedure
1. Navigate to **Workspace** > **CSM/FSM Configurable Workspace** and select the **List** icon.
2. Navigate to the **Customer Success... | [
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acct-lifecycle-events/account-lifecycle-create-engage.md::4 | acct-lifecycle-events/account-lifecycle-create-engage.md | acct-lifecycle-events | Create an engagement | acct-lifecycle-events | 2026-03-12 | Create an engagement > Create an engagement > What to do next | ## What to do next
After you have created the engagement, you can create objectives, outcomes, touchpoints, and risk signals for the customer account associated with this engagement.
**Parent Topic:**[Basic customer success setup](../concept/account-lifecycle-basic-config.md) | Breadcrumb: Basic setup > Customer success > Customer Success Management > Customer Success Management
Topic: Create an engagement > Create an engagement > What to do next
## What to do next
After you have created the engagement, you can create objectives, outcomes, touchpoints, and risk signals for the customer acco... | [
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acct-lifecycle-events/account-lifecycle-create-imp-record.md::0 | acct-lifecycle-events/account-lifecycle-create-imp-record.md | acct-lifecycle-events | Create an implementation record | acct-lifecycle-events | 2026-03-12 | Create an implementation record > Create an implementation record | # Create an implementation record
Track the progress of a partner or customer implementing a product or a service. | Breadcrumb: Customer success > Customer Success Management > Customer Success Management
Topic: Create an implementation record > Create an implementation record
# Create an implementation record
Track the progress of a partner or customer implementing a product or a service. | [
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acct-lifecycle-events/account-lifecycle-create-imp-record.md::1 | acct-lifecycle-events/account-lifecycle-create-imp-record.md | acct-lifecycle-events | Create an implementation record | acct-lifecycle-events | 2026-03-12 | Create an implementation record > Create an implementation record > Before you begin | ## Before you begin
Role required: sn\_acct\_lc.customer\_success\_application\_admin, sn\_acct\_lc.agent, sn\_acct\_lc.customer\_success\_agent | Breadcrumb: Customer success > Customer Success Management > Customer Success Management
Topic: Create an implementation record > Create an implementation record > Before you begin
## Before you begin
Role required: sn\_acct\_lc.customer\_success\_application\_admin, sn\_acct\_lc.agent, sn\_acct\_lc.customer\_success... | [
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acct-lifecycle-events/account-lifecycle-create-imp-record.md::2 | acct-lifecycle-events/account-lifecycle-create-imp-record.md | acct-lifecycle-events | Create an implementation record | acct-lifecycle-events | 2026-03-12 | Create an implementation record > Create an implementation record > Procedure (part 1) | ## Procedure 1. Navigate to **Workspace** > **CSM/FSM Configurable Workspace** and select the **List** icon. 2. Navigate to the **Customer Success** > **All Implementation Records** and select **New**. 3. On the form, fill in the fields. <table id="table_nzg_jfk_xfc"><thead><tr><th> Field </th><th> Description </... | Breadcrumb: Customer success > Customer Success Management > Customer Success Management
Topic: Create an implementation record > Create an implementation record > Procedure (part 1)
## Procedure 1. Navigate to **Workspace** > **CSM/FSM Configurable Workspace** and select the **List** icon. 2. Navigate to the **Cus... | [
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acct-lifecycle-events/account-lifecycle-create-imp-record.md::3 | acct-lifecycle-events/account-lifecycle-create-imp-record.md | acct-lifecycle-events | Create an implementation record | acct-lifecycle-events | 2026-03-12 | Create an implementation record > Create an implementation record > Procedure (part 2) | notes list </td><td> Select the users who should be notified of any updates to the work notes field. </td></tr><tr><td> Work notes </td><td> Enter any internal notes related to the implementation. </td></tr><tr><td> Closure information </td><td> If the State is **Closed** or **Canceled**, select the Closure code from t... | Breadcrumb: Customer success > Customer Success Management > Customer Success Management
Topic: Create an implementation record > Create an implementation record > Procedure (part 2)
notes list </td><td> Select the users who should be notified of any updates to the work notes field. </td></tr><tr><td> Work notes </td>... | [
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acct-lifecycle-events/account-lifecycle-create-internal-play-playbook.md::0 | acct-lifecycle-events/account-lifecycle-create-internal-play-playbook.md | acct-lifecycle-events | Create an internal play playbook | acct-lifecycle-events | 2026-03-12 | Create an internal play playbook > Create an internal play playbook | # Create an internal play playbook
Create an internal play playbook to define planned or unplanned activities that the customer does not have access to during the engagement lifecycle. This playbook is your starting point from where you can define any internal processes required by your organization. | Breadcrumb: Manage playbooks > Customer success > Customer Success Management > Customer Success Management
Topic: Create an internal play playbook > Create an internal play playbook
# Create an internal play playbook
Create an internal play playbook to define planned or unplanned activities that the customer does no... | [
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acct-lifecycle-events/account-lifecycle-create-internal-play-playbook.md::1 | acct-lifecycle-events/account-lifecycle-create-internal-play-playbook.md | acct-lifecycle-events | Create an internal play playbook | acct-lifecycle-events | 2026-03-12 | Create an internal play playbook > Create an internal play playbook > Before you begin | ## Before you begin
Role required: sn\_acct\_lc.customer\_success\_agent | Breadcrumb: Manage playbooks > Customer success > Customer Success Management > Customer Success Management
Topic: Create an internal play playbook > Create an internal play playbook > Before you begin
## Before you begin
Role required: sn\_acct\_lc.customer\_success\_agent | [
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acct-lifecycle-events/account-lifecycle-create-internal-play-playbook.md::2 | acct-lifecycle-events/account-lifecycle-create-internal-play-playbook.md | acct-lifecycle-events | Create an internal play playbook | acct-lifecycle-events | 2026-03-12 | Create an internal play playbook > Create an internal play playbook > Procedure (part 1) | ## Procedure 1. Navigate to **Workspace** > **CSM/FSM Configurable Workspace** and select the **List** icon. 2. Navigate to the **Customer Success** > **All Internal Plays** and select **New**. 3. In the `Initiate` phase, you can perform the following activities: - Select engagement: In the Number field, a unique... | Breadcrumb: Manage playbooks > Customer success > Customer Success Management > Customer Success Management
Topic: Create an internal play playbook > Create an internal play playbook > Procedure (part 1)
## Procedure 1. Navigate to **Workspace** > **CSM/FSM Configurable Workspace** and select the **List** icon. 2. ... | [
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acct-lifecycle-events/account-lifecycle-create-internal-play-playbook.md::3 | acct-lifecycle-events/account-lifecycle-create-internal-play-playbook.md | acct-lifecycle-events | Create an internal play playbook | acct-lifecycle-events | 2026-03-12 | Create an internal play playbook > Create an internal play playbook > Procedure (part 2) | internal play playbook State is set **Closed** and Progress is set to **Completed**. **Note:** If after creating the internal play playbook, you close or cancel the playbook, all pending activities and lanes are automatically canceled and playbook State is set to Canceled. - **[Create an internal play playbook record](... | Breadcrumb: Manage playbooks > Customer success > Customer Success Management > Customer Success Management
Topic: Create an internal play playbook > Create an internal play playbook > Procedure (part 2)
internal play playbook State is set **Closed** and Progress is set to **Completed**. **Note:** If after creating th... | [
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acct-lifecycle-events/account-lifecycle-create-internal-play-task.md::0 | acct-lifecycle-events/account-lifecycle-create-internal-play-task.md | acct-lifecycle-events | Create an internal play task | acct-lifecycle-events | 2026-03-12 | Create an internal play task > Create an internal play task | # 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. | Breadcrumb: Create an internal play record > Create an internal play > Manage playbooks > Customer success > Customer Success Management > Customer Success Management
Topic: Create an internal play task > Create an internal play task
# Create an internal play task
Create an internal play task that must be performed w... | [
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acct-lifecycle-events/account-lifecycle-create-internal-play-task.md::1 | acct-lifecycle-events/account-lifecycle-create-internal-play-task.md | acct-lifecycle-events | Create an internal play task | acct-lifecycle-events | 2026-03-12 | Create an internal play task > Create an internal play task > Before you begin | ## Before you begin
Role required: sn\_acct\_lc.customer\_success\_agent | Breadcrumb: Create an internal play record > Create an internal play > Manage playbooks > Customer success > Customer Success Management > Customer Success Management
Topic: Create an internal play task > Create an internal play task > Before you begin
## Before you begin
Role required: sn\_acct\_lc.customer\_success... | [
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acct-lifecycle-events/account-lifecycle-create-internal-play-task.md::2 | acct-lifecycle-events/account-lifecycle-create-internal-play-task.md | acct-lifecycle-events | Create an internal play task | acct-lifecycle-events | 2026-03-12 | Create an internal play task > Create an internal play task > Procedure | ## Procedure
1. Navigate to **Workspace** > **CSM/FSM Configurable Workspace** and select the **List** icon.
2. Navigate to the **Customer Success** > **All Internal Plays**.
3. Open an internal play, navigate to the Internal Play Tasks tab and select **New**
4. On the form, fill in the fields.
<table id... | Breadcrumb: Create an internal play record > Create an internal play > Manage playbooks > Customer success > Customer Success Management > Customer Success Management
Topic: Create an internal play task > Create an internal play task > Procedure
## Procedure
1. Navigate to **Workspace** > **CSM/FSM Configurable W... | [
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acct-lifecycle-events/account-lifecycle-create-internal-play-task.md::3 | acct-lifecycle-events/account-lifecycle-create-internal-play-task.md | acct-lifecycle-events | Create an internal play task | acct-lifecycle-events | 2026-03-12 | Create an internal play task > Create an internal play task > What to do next | ## What to do next
- Select **Discuss** to start a sidebar discussion about this internal play task. In the pop-up window, select the participants who need to participate in the discussion, enter a brief message, and select **Start discussion**. A window appears with a link to the record for this initiative. Select ... | Breadcrumb: Create an internal play record > Create an internal play > Manage playbooks > Customer success > Customer Success Management > Customer Success Management
Topic: Create an internal play task > Create an internal play task > What to do next
## What to do next
- Select **Discuss** to start a sidebar discu... | [
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acct-lifecycle-events/account-lifecycle-create-internal-play.md::0 | acct-lifecycle-events/account-lifecycle-create-internal-play.md | acct-lifecycle-events | Create an internal play playbook record | acct-lifecycle-events | 2026-03-12 | Create an internal play playbook record > Create an internal play playbook record | # Create an internal play playbook record
Create an internal play to define a planned or unplanned activity during the engagement lifecycle. | Breadcrumb: Create an internal play > Manage playbooks > Customer success > Customer Success Management > Customer Success Management
Topic: Create an internal play playbook record > Create an internal play playbook record
# Create an internal play playbook record
Create an internal play to define a planned or unplan... | [
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acct-lifecycle-events/account-lifecycle-create-internal-play.md::1 | acct-lifecycle-events/account-lifecycle-create-internal-play.md | acct-lifecycle-events | Create an internal play playbook record | acct-lifecycle-events | 2026-03-12 | Create an internal play playbook record > Create an internal play playbook record > Before you begin | ## Before you begin
Role required: sn\_acct\_lc.customer\_success\_agent | Breadcrumb: Create an internal play > Manage playbooks > Customer success > Customer Success Management > Customer Success Management
Topic: Create an internal play playbook record > Create an internal play playbook record > Before you begin
## Before you begin
Role required: sn\_acct\_lc.customer\_success\_agent | [
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acct-lifecycle-events/account-lifecycle-create-internal-play.md::2 | acct-lifecycle-events/account-lifecycle-create-internal-play.md | acct-lifecycle-events | Create an internal play playbook record | acct-lifecycle-events | 2026-03-12 | Create an internal play playbook record > Create an internal play playbook record > About this task | ## About this task
An internal play is used to monitor internal activities that the customer does not have access to during the engagement lifecycle. For example, the renewal phase of a contract can be triggered 90-120 days before it is due to expire. This can launch a series of planned internal actions that can incre... | Breadcrumb: Create an internal play > Manage playbooks > Customer success > Customer Success Management > Customer Success Management
Topic: Create an internal play playbook record > Create an internal play playbook record > About this task
## About this task
An internal play is used to monitor internal activities th... | [
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acct-lifecycle-events/account-lifecycle-create-internal-play.md::3 | acct-lifecycle-events/account-lifecycle-create-internal-play.md | acct-lifecycle-events | Create an internal play playbook record | acct-lifecycle-events | 2026-03-12 | Create an internal play playbook record > Create an internal play playbook record > Procedure | ## Procedure
1. Navigate to **Workspace** > **CSM/FSM Configurable Workspace** and select the **List** icon.
2. Navigate to the **Customer Success** > **All Internal Plays** and select **New**.
3. On the form, fill in the fields.
<table id="table_olw_rwv_zbc"><thead><tr><th>
Field
</th><th>
Description
... | Breadcrumb: Create an internal play > Manage playbooks > Customer success > Customer Success Management > Customer Success Management
Topic: Create an internal play playbook record > Create an internal play playbook record > Procedure
## Procedure
1. Navigate to **Workspace** > **CSM/FSM Configurable Workspace** ... | [
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acct-lifecycle-events/account-lifecycle-create-internal-play.md::4 | acct-lifecycle-events/account-lifecycle-create-internal-play.md | acct-lifecycle-events | Create an internal play playbook record | acct-lifecycle-events | 2026-03-12 | Create an internal play playbook record > Create an internal play playbook record > What to do next | ## What to do next
- Create internal play tasks to define tasks that should be performed when an internal play is launched. See [Create an internal play task](account-lifecycle-create-internal-play-task.md)
- Select **Discuss** to start a sidebar discussion about this internal play. In the pop-up window, select th... | Breadcrumb: Create an internal play > Manage playbooks > Customer success > Customer Success Management > Customer Success Management
Topic: Create an internal play playbook record > Create an internal play playbook record > What to do next
## What to do next
- Create internal play tasks to define tasks that should... | [
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acct-lifecycle-events/account-lifecycle-create-object.md::0 | acct-lifecycle-events/account-lifecycle-create-object.md | acct-lifecycle-events | Create a success objective | acct-lifecycle-events | 2026-03-12 | Create a success objective > Create a success objective | # Create a success objective
Create a success objective that represents the value of the products sold to the customer. | Breadcrumb: Basic setup > Customer success > Customer Success Management > Customer Success Management
Topic: Create a success objective > Create a success objective
# Create a success objective
Create a success objective that represents the value of the products sold to the customer. | [
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acct-lifecycle-events/account-lifecycle-create-object.md::1 | acct-lifecycle-events/account-lifecycle-create-object.md | acct-lifecycle-events | Create a success objective | acct-lifecycle-events | 2026-03-12 | Create a success objective > Create a success objective > Before you begin | ## Before you begin
Role required: sn\_acct\_lc.customer\_success\_agent | Breadcrumb: Basic setup > Customer success > Customer Success Management > Customer Success Management
Topic: Create a success objective > Create a success objective > Before you begin
## Before you begin
Role required: sn\_acct\_lc.customer\_success\_agent | [
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acct-lifecycle-events/account-lifecycle-create-object.md::2 | acct-lifecycle-events/account-lifecycle-create-object.md | acct-lifecycle-events | Create a success objective | acct-lifecycle-events | 2026-03-12 | Create a success objective > Create a success objective > About this task | ## About this task
A success objective represents that value of one or more products purchased by the customer. Objectives are defined for a specific period and are tied to an engagement. An objective can be broken down into several success outcomes that measure its achievement. | Breadcrumb: Basic setup > Customer success > Customer Success Management > Customer Success Management
Topic: Create a success objective > Create a success objective > About this task
## About this task
A success objective represents that value of one or more products purchased by the customer. Objectives are defined... | [
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acct-lifecycle-events/account-lifecycle-create-object.md::3 | acct-lifecycle-events/account-lifecycle-create-object.md | acct-lifecycle-events | Create a success objective | acct-lifecycle-events | 2026-03-12 | Create a success objective > Create a success objective > Procedure | ## Procedure
1. Navigate to **Workspace** > **CSM/FSM Configurable Workspace** and select the **List** icon.
2. Navigate to the **Customer Success** > **All Objectives** and select **New**.
3. On the form, fill in the fields.
<table id="table_olw_rwv_zbc"><thead><tr><th>
Field
</th><th>
Description
</t... | Breadcrumb: Basic setup > Customer success > Customer Success Management > Customer Success Management
Topic: Create a success objective > Create a success objective > Procedure
## Procedure
1. Navigate to **Workspace** > **CSM/FSM Configurable Workspace** and select the **List** icon.
2. Navigate to the **Cust... | [
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acct-lifecycle-events/account-lifecycle-create-onboard-success-play.md::0 | acct-lifecycle-events/account-lifecycle-create-onboard-success-play.md | acct-lifecycle-events | Create a success play for account onboarding | acct-lifecycle-events | 2026-03-12 | Create a success play for account onboarding > Create a success play for account onboarding | # Create a success play for account onboarding
Use this option to create a success play for successfully completing an account onboarding journey. | Breadcrumb: Account onboarding > Use > Customer Success Management
Topic: Create a success play for account onboarding > Create a success play for account onboarding
# Create a success play for account onboarding
Use this option to create a success play for successfully completing an account onboarding journey. | [
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acct-lifecycle-events/account-lifecycle-create-onboard-success-play.md::1 | acct-lifecycle-events/account-lifecycle-create-onboard-success-play.md | acct-lifecycle-events | Create a success play for account onboarding | acct-lifecycle-events | 2026-03-12 | Create a success play for account onboarding > Create a success play for account onboarding > Before you begin | ## Before you begin
Role required: sn\_acct\_lc.customer\_success\_agent | Breadcrumb: Account onboarding > Use > Customer Success Management
Topic: Create a success play for account onboarding > Create a success play for account onboarding > Before you begin
## Before you begin
Role required: sn\_acct\_lc.customer\_success\_agent | [
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acct-lifecycle-events/account-lifecycle-create-onboard-success-play.md::2 | acct-lifecycle-events/account-lifecycle-create-onboard-success-play.md | acct-lifecycle-events | Create a success play for account onboarding | acct-lifecycle-events | 2026-03-12 | Create a success play for account onboarding > Create a success play for account onboarding > Procedure | ## Procedure
1. Navigate to **Workspaces** > **CSM/FSM Configurable Workspace**.
2. Navigate to the **Account Onboarding Cases** > **All**.
3. Select **New**.
4. In the Create Account Onboarding Case page, select the customer account that is to be onboarded and select **Continue**.
5. Select **Create su... | Breadcrumb: Account onboarding > Use > Customer Success Management
Topic: Create a success play for account onboarding > Create a success play for account onboarding > Procedure
## Procedure
1. Navigate to **Workspaces** > **CSM/FSM Configurable Workspace**.
2. Navigate to the **Account Onboarding Cases** > ... | [
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acct-lifecycle-events/account-lifecycle-create-outcome.md::0 | acct-lifecycle-events/account-lifecycle-create-outcome.md | acct-lifecycle-events | Create a primary success outcome | acct-lifecycle-events | 2026-03-12 | Create a primary success outcome > Create a primary success outcome | # Create a primary success outcome
Create a primary success outcome that can be used to measure the achievement of a success objective. | Breadcrumb: Basic setup > Customer success > Customer Success Management > Customer Success Management
Topic: Create a primary success outcome > Create a primary success outcome
# Create a primary success outcome
Create a primary success outcome that can be used to measure the achievement of a success objective. | [
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acct-lifecycle-events/account-lifecycle-create-outcome.md::1 | acct-lifecycle-events/account-lifecycle-create-outcome.md | acct-lifecycle-events | Create a primary success outcome | acct-lifecycle-events | 2026-03-12 | Create a primary success outcome > Create a primary success outcome > Before you begin | ## Before you begin
Role required: sn\_acct\_lc.customer\_success\_agent | Breadcrumb: Basic setup > Customer success > Customer Success Management > Customer Success Management
Topic: Create a primary success outcome > Create a primary success outcome > Before you begin
## Before you begin
Role required: sn\_acct\_lc.customer\_success\_agent | [
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