0
1.1.5
Australia, Zurich
Standalone Application
Experience for Sales, Service, and Success
A new Experience plugin that unifies the account lifecycle across the ServiceNow platform, bringing Sales, Service, and Success onto a shared workspace so every persona who touches an account operates from the same source of truth.
Account 360 gives CSMs and account executives one place to understand the full state of a relationship, so they can see where an account stands financially, how healthy it is, whether adopted products are delivering value, and what work is open or at risk, without stitching the picture together across systems. By surfacing risk signals, renewal confidence, and adoption trajectory alongside day-to-day open work, it helps account teams act before problems threaten renewal or expansion.
Executive Portfolio lifts that same intelligence to the book-of-business level, giving executives and senior CSMs a clear read on portfolio health, renewal pipeline, and revenue at risk across every account, filterable by geography and region. It turns hundreds of individual account signals into the roll-ups leaders need to spot exposure, prioritize attention, and steer the business. Together they span the full range of account-facing roles:
Account 360 for the individual relationship, Executive Portfolio for the book of business, grounded in the same account data.
Account 360
A new multi-tab account workspace giving CSMs and account executives a consolidated view of every account without switching apps.
- Overview: Account details, team and customer contacts, key milestones, risk signals, escalations, touchpoint timeline, and a customer activity feed. Quick-create actions directly from the record header.
- Account Health: Health indicator visualizations with benchmark comparisons and an aggregated product adoption score.
- Financials: ACV, ARR, at-risk ARR, renewal details, and an ACV-over-time trend.
- Product Adoption: Sold products, adoption scores, product adoption roadmap, top products at risk, and adoption forecast. Implementations tab, predictive health score, renewal confidence score, Create Touchpoint action from the record header.
- Open Work: Escalated items, SLA achievement, SLA success rate (year-over-year, quarter-over-quarter, month-over-month), and aged work items.
Executive Portfolio
A new portfolio-level dashboard for executives and senior CSMs to monitor a full book of business.
- Portfolio view: Multi-account view with geo and region filters.
- Overview: Renewal pipeline, opportunities by stage, and gross renewal rate.
- Financials: At-risk ARR and quarterly ARR trends.
- Adoption & Health: Undeployed apps, cases opened by month, and portfolio-wide health roll-ups.
**Availability:** Q3-Sep 2026 (September 2026) · Customer Success Management · requires the Technology Experience application (`com.sn_tech_exp`)
## What's new
Account 360 brings everything a Customer Success Manager needs for an account — health, financials, product adoption, open work, and implementations — into a single, unified workspace.
## Why it matters
Previously, this information was scattered across separate modules and dashboards. CSMs had to manually assemble a full picture before a customer call or renewal conversation, which made it easy to miss signals like a dropping adoption score or an aging escalation. Account 360 puts that context in one place.
## What changed
- - Five top-level tabs:
- Overview
- Account Health
- Financials
- Product Adoption
- Open Work
- Customer Timeline: a chronological activity feed on the Overview tab covering 18 core event types (Escalations, Touchpoints, Plays, Health Score changes, ACV changes, and more), plus 4 additional event types when Opportunity or Quote Management plugins are installed.
- Create Touchpoint: a one-click action in the record header, available from any tab, so CSMs can log an interaction without navigating away.
- Implementation: sub-tab (under Product adoption) listing customer implementation records for the account.
- Predictive Health Score widget and Renewal confidence score (with contributing factors) on the relevant tabs.
## Getting started
Account 360 requires no setup or opt-in. It loads automatically as the account view for any CSM in the Customer Success workspace once the Technology Experience application is installed, and replaces the standard account form for those users. Access requires the `sn_customerservice_agent` role.
## What customers can configure
Thresholds, color-banding rules, and indicator IDs live in the editable `Account360EditableConstants` script include, so administrators can tune Account 360 per instance without unlocking out-of-box files.
## Known limitations
- Tab order is fixed and tabs cannot be individually hidden or reordered.
- Full functionality depends on several plugins being active (Performance Analytics, Activity Subscription, Engagement Management, ITSM, and optionally SOM, Opportunity Management, and Quote Management). Where a plugin isn't installed, the related fields or timeline events are simply absent — not an error.
Not applicable for this application version.
Plugins
- com.sn_customerservice
- com.glide.playbook_experience.config
- com.agent_workspace
- com.snc.platform_document_management
Apps
- app-guided-decisions-experience
- servicenow-now-calendar
- sn-record-lookup-connected
- app-csm-action-status
- app-csm-case-types
- app-crm-touchpoint
- app-crm-territory-extensions
- app-meeting-mgmt
- servicenow-sn-roadmap
- app-prod-cap-core