0
4.1.0
Yokohama, Xanadu, Washington DC Patch 4, Washington DC Patch 3, Washington DC, Vancouver
The ServiceNow® Account Lifecycle Events application enables Technology, Media, and Telecom (TMT) providers to streamline, automate, and measure critical workflows across the entire enterprise customer journey—from onboarding and adoption to renewals. By embedding workflow automation into customer success management, it helps providers enhance customer experiences, accelerate time to value, and maximize return on investment. The solution also fosters seamless collaboration among account, sales, and delivery teams, all within the unified ServiceNow® platform.
As a Onboarding Persona for a provider, structure and execute the critical post-sales stage of enterprise account onboarding.
- A purpose built data model for Enterprise Account Onboarding
- Onboarding Case Type to define the account, key external contact, go-live date, onboarding team, and products-in-scope along with a wide array of related tables to tie the overall journey together with other key workflows in the platform
- Common case task support to assign and action key steps that internal team-members or external stakeholders need to complete
- Data Capture task to collaborate and gather crucial import data that customers need to provide
- A Process Automation Designer playbook template that can be copied and modified to tailor each workflow stage and be triggered by system defined conditions
- Account Onboarding Playbook with multiple preconfigured activities from initial setup to go-live support
- Multiple reusable activities that can be setup and configured on other playbooks, including Service Bridge setup and registration
- Several tailored user experiences inside the CSM/FSM Configurable Workspace
- Onboarding homepage and analytics
- Enhanced Service Portal lists and tickets view widgets of onboarding cases and case-tasks
- Process based layout for Onboarding Cases
- Data Import UX to load, edit, and publish customer data from provided by template driven spreadsheets
- Advanced features for Systems Administrators to setup Data Capture activities
- Data Import Builder to assist in the building of import templates, table-views, and PAD activities via a structured process with built-in automation
- Data Validation Assist to create low-to-no code validation rules tied to a data import template
- Onboarding persona roles and application access
As a Customer Success Manager for a provider, engage and monitor key adoption, expansion, and renewal activities tied to the enterprise account.
- Purpose built data model for Customer Success to track specific enterprise account customer engagements and ensure objectives and outcomes are met resulting in greater product adoption and expansion/renewal opportunities
- Engagement
- Success Objectives
- Success Outcomes
- Success Initiatives
- Touchpoints
- Success Cases
- Internal Plays
- Risk Signals and Issues
- User experiences to help drive the visibility of the Customer Success Manager and their support team within the CSM/FSM Configurable Workspace
- Success Portfolio Homepage
- Success Engagement page
- Process Based Layout views for Success Initiatives, Success Cases, and Internal Plays
- Touchpoints form with L1 Calendar view with the ability to create and manage customer meetings
- Risk Signals and Issues form with L1 Risk Dashboard to view system or manually identified risks tied to the Customer Success Managers engagements
- Success Blueprinting and planning calendar
- A Process Automation Designer playbook template that can be copied and modified to create distinct success initiatives that need to be run in support of a Enterprise Customer engagement
- Optional ability to create Opportunities from within an engagement if Sales and Order Management is installed
Universal features to help support the entire post-sales Customer Success lifecycle.
- Given the highly dynamic nature of onboarding and customer success, utilize the Squad table and associated fields to assign supporting internal stakeholders
- Success Play capability that provides a catalog of actions an Onboarding Manager or Customer Success Manager may invoke at a moments notice
Data Model
Context Map Engine Health and Risk Definitions Success Objective and Outcome Blueprints
AI Uses Cases
Summarization skills for Onboarding, Engagements, and overall Touchpoint record, requires the Now Assist for TMT plugin to be installed.
User Experience
- L1 Touchpoint/Meeting Calendar
- L1 Risk Signals and Issues Dashboard
- Updated Success Portfolio & Engagement Pages with Health and Renewals
- Updated Data Import Task pages
- Success Blueprint UX and Planner Touchpoint UX
- Risk Signal and Issues UX
General Improvements**
Reference Architecture for Zoom/Teams Integration and CRM
Plugin Dependencies
- Customer Service Install base Management [install base 3.0.0]
- Customer Service Case Type
- Playbook Experience [sn_playbook_exp 25.2.2]
- Technology Core [sn_ti_core 3.0.0]
- Playbooks for Customer Service Management [sn_csm_playbook 5.4.0]
- Guided Decisions Experience [sn_ga_exp 34.0.1]
- Record Related Items Connected
- Context Map Engine [sn_data_ctx_engine 1.0.0]
- Touchpoint Meetings [sn_meeting_mgmt 1.0.0]
- Now Assist for TMT for GEN AI capabilities
- Roadmap Planner [sn_roadmap : 22.11.3]
- Document Management [com.snc.platform_document_management:sys]
Data Import Builder availability:
- Yokohama and above