0
5.11.1
Australia, Zurich Patch 4, Zurich, Yokohama Patch 9, Yokohama Patch 6, Yokohama Patch 5, Yokohama, Xanadu Patch 9, Xanadu
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.
We are releasing the following features in this release:
- Success Initiatives Automation & CSM Workflow Enhancements
- Native Meetings Management
- Touchpoint | M2M Association Framework & Source Linking Enablement
- Enhanced Success Outcome Templates with Metric Integration – Pre-configured metrics auto-populate on outcome creation
- AI-Powered Search – Contextual keyword search across 13 CSM tables via right sidebar
- Internal Touchpoint Management – Restrict touchpoints to internal users only
- Success Report Navigation Enhancement – Moved to top-level menu for faster access
- Approval Workflow for Success Objective Template – Supports approval requests, state updates, and cancellations
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