0
6.7.5
Australia Patch 5, Australia Patch 4, Australia Patch 1, Australia, Zurich Patch 12, Zurich Patch 11, Zurich Patch 10, Zurich Patch 8, Zurich Patch 7, Zurich Patch 4, Zurich, Yokohama Patch 10, Yokohama Patch 9, Yokohama Patch 6, Yokohama Patch 5, Yokohama
Standalone Application
The ServiceNow® Customer Success Management application empowers Technology, Media, and Telecom (TMT) providers to streamline, automate, and measure every stage of the enterprise customer lifecycle—from onboarding and adoption to ongoing value realization and renewals. By embedding workflow automation directly into customer success operations, it enhances customer experiences, accelerates time to value, and strengthens ROI. The solution also unifies account, sales, and delivery teams on a single platform, enabling seamless collaboration, consistent execution, and data-driven decision-making across the entire customer journey.
Unified Post-Sales Automation for Enterprise Customer Success
- Purpose-built data model for enterprise onboarding and customer success, spanning engagements, objectives, outcomes, initiatives, touchpoints, and risks.
- PAD-driven playbooks and reusable activities to automate onboarding, adoption, and renewal workflows end-to-end.
- Integrated workspace experiences delivering unified health, usage, timelines, and risk insights for CSMs and leaders.
Touchpoint Conversation Builder
AI-assisted preparation and post-meeting actioning layered on top of the Touchpoint record.
- Pre-meeting brief — Generates a structured prep document from account context (health, financials, open work, recent activities), accessible from the touchpoint record.
- Post-meeting recap — AI-generated recap and follow-up success task created from meeting notes.
Not applicable for this application version.
Plugin Dependencies
- Document Management [com.snc.platform_document_management:sys]
- Customer Service Install Base Management [sn_install_base 4.8.1]
- Playbook Experience [sn_playbook_exp 29.4.2]
- Playbooks for Customer Service Management [sn_csm_playbook 6.5.1]
- Technology Core [sn_ti_core 3.8.4]
- Guided Decisions Experience [sn_ga_exp 43.0.0]
- Record Lookup [sn_record_lookup 28.0.2]
- Record Related Items Connected [2.2.0]
- Context Map Engine [sn_data_ctx_engine 3.3.2]
- Touchpoint Meetings [sn_meeting_mgmt 2.8.5]
- Roadmap Planner [sn_roadmap 22.13.1]
- Calendar [sn_calendar 27.0.1]
- Products and Portfolios Core [sn_prod_cap_core 2.2.2]
- Now Assist for TMT for GEN AI capabilities
- Customer Central [30.4.1]
- Customer Service Case Types [sn_csm_case_types 4.3.1]
- CSM Action Status [sn_csm_act_stat 2.0.2]
- Dynamic Planner [sn_dpr 2.5.0]
- Workspace for Customer Service Management [sn_csm_wrkspc 26.3.3]
- Customer Discovery Hub [sn_cust_disc_hb 1.2.2]
- CRM Touchpoint [sn_crm_touchpoint 1.3.0]
- Action Status [sn_action_status 2.1.0]
Data Import Builder availability:
Australia and above