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Explore › Customer Success Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Account onboarding

The account onboarding feature enables technology industry providers to define a structured, repeatable, onboarding experience. It enables collaboration, transparency, and insight for both internal staff members and external customers involved in the onboarding process.

Important: Account Lifecycle Events has been renamed to Customer Success Management in Zurich.

The account onboarding feature includes a playbook, an account onboarding case type, and defined case tasks that support this important process. You can use the playbook as a template or as a starting hover over build your onboarding experience.

Account onboarding includes the following:

  • Playbook: A playbook that serves as a starting point that enables you to build a repeatable onboarding process that meets business requirements.
  • Onboarding cases and case tasks: A central record for the onboarding team including dedicated tasks to assign work, automate, and capture data. Case tasks that can be used by internal and external stakeholders to track actions, next steps, and risks needed for the onboarding workflow to be completed.
  • Data import: Import, manage, and publish data gathered from internal and external stakeholders.

Account onboarding workflow

The account onboarding workflow involves the following stages:

  • The Customer Service Management agent creates a customer account. This task automatically creates an account onboarding case.
  • The account onboarding playbook is launched.

  • The case is managed by the onboarding manager who uses the playbook to manage the end-to-end workflow.

  • Onboarding playbook
    The onboarding playbook has preconfigured activities to help bootstrap the creation of the onboarding experience.

  • Onboarding case and case tasks
    The onboarding case is a central record that manages new customer account setup, activation, and subsequent updates like product additions, account modifications, and data maintenance.
  • Data import and validation
    Use this feature to streamline the migration and onboarding of customer data into the ServiceNow AI Platform.

Parent Topic:Explore Customer Success Management