0
5.7.6
Zurich, Yokohama Patch 6, Yokohama Patch 5, Yokohama, Xanadu Patch 9, Xanadu, Washington DC Patch 3
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.
The following is the list of features that we are shipping in the December Z Release:-
- Moving the Health metric from PA to DCE
- Risk timeline visualisation
- Addition of a new M2M table -> Risk Impacted records
- Extending support of Risk signal and issues, touchpoints to the Onboarding case
- Taking up the data workflow fabric in DCE
- Security Directives
- Granular Admin Roles Enablement – Reducing Risk by Decomposing the "admin" Role
- Enforcing Dot walk Cross-Scope Access Checks on Restricted Tables – Australia Release
- Remediate Read-Only Fields per Australia Security Directive
Plugin Dependencies
- Customer Service Install base Management [install base 3.2.0]
- Customer Service Case Type [3.0.1]
- Playbook Experience [sn_playbook_exp 28.0.7]
- Technology Core [sn_ti_core 3.6.0]
- Playbooks for Customer Service Management [sn_csm_playbook 6.0.0]
- Guided Decisions Experience [sn_ga_exp 34.0.1]
- Record Related Items Connected [2.1.0]
- Context Map Engine [sn_data_ctx_engine 2.3.8]
- Touchpoint Meetings [sn_meeting_mgmt 2.5.0]
- Now Assist for TMT for GEN AI capabilities
- Roadmap Planner [sn_roadmap : 22.12.0]
- Document Management [com.snc.platform_document_management:sys]
- Customer Central [29.0.1]
Data Import Builder availability:
- Yokohama and above