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Manage engagements › Customer success › Use › Customer Success Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Create an implementation record

Track the progress of a partner or customer implementing a product or a service.

Before you begin

Role required: sn_acct_lc.customer_success_application_admin, sn_acct_lc.agent, sn_acct_lc.customer_success_agent

Procedure

  1. Navigate to Workspace > CSM/FSM Configurable Workspace and select the List icon.

  2. Navigate to the Customer Success Management > All Implementation Records and select New.

  3. On the form, fill in the fields.

FieldDescription
NumberSystem generated unique number for the implementation record.
EngagementThe engagement that is being tracked. This is a required field.
AccountThe enterprise account associated with the engagement is automatically populated.
TypeSelect the type of engagement from the list. This is a required field. - Partner led - Self led - Professional services
ContactThe primary customer contact for this implementation.
Executive sponsorThe customer sponsor responsible for this implementation.
PartnerIf it is a partner led implementation, select the contact name from the list.
Partner contactThe primary partner contact for this implementation.
CertifiedIndicate if the partner is certified. You can select:- Certified - Not certified
OwnerThe owner responsible for the implementation.
StateState of the implementation. This can be:- New - In progress - Paused - Canceled - Closed
ProgressCurrent progress of the implementation. This can be:- Not started - On-track - At risk - Paused - Completed - Canceled
Actual start dateThe actual start date of the implementation.
Actual end dateThe actual end date of the implementation.
Actual durationThe actual duration of this implementation.
Planned durationThe planned duration of this implementation.
Planned start dateThe planned start date of this implementation.
Planned end dateThe planned end date of this implementation.
Product scopeSelect the Sold Product for which the implementation is being tracked.
Capability scopeSelect the product capability for which the implementation is being tracked.
SquadSelect the squad members supporting the implementation.
Watch listSelect the users who should be notified of any updates to the implementation record.
Work notes listSelect the users who should be notified of any updates to the work notes field.
Work notesEnter any internal notes related to the implementation.
Closure informationIf the State is Closed or Canceled, select the Closure code from the list:- Successful - Unsuccessful - Canceled/voided Enter any additional information in the Close notes field.

  1. Select Save to create the implementation record.

    After the record has been created, you can view the implementation record under the Related Items list on the Engagement home page

  2. Navigate to Workspace > CSM/FSM Configurable Workspace and select the List icon.

  3. Navigate to the Customer Success > All Engagements and open an engagement record.

  4. Select the Related Items link on the Engagement home page.

  5. Expand the Implementation Records item to view the list of implementation records associated with the engagement.

Image omitted: related-items-imp-rec.jpg
Related Items: Implementation Record
You can do the following:

-   Select **Create** to create implementation record.
-   Select **View all** to view all the implementation records associated with the engagement. The list of records is displayed on a separate page.
-   Select the
Image omitted: open-link-right-outline-24.svg
to open and edit the implementation record.

Parent Topic:Manage engagements