Initial setup

Release version: Xanadu

Updated August 1, 2024

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Summary of Initial setup

The Initial Setup phase in the Account Lifecycle Events onboarding process is designed to collect essential information for successfully onboarding a customer. This includes identifying key contacts, assigning responsibilities, and configuring integration options relevant to the onboarding case.

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Key Steps in the Setup Process

Select Account: Choose the customer account to generate a new onboarding case, which may auto-populate if created from an existing case.
Enter Onboarding Related Info: Complete mandatory fields such as service provider agent assignment, specify Service Exchange integration needs (e.g., Remote catalog, Remote task, Foundation data sync), select onboarding type (Phased or Full), and set the Go live date.
Add Customer Team: Input customer contact details and add them to the onboarding case.
Assign Customer Team Responsibilities: Assign predefined roles to customer contacts, triggering automatic emails to confirm primary contacts and key team members.
Add Account Team: Add internal ServiceNow provider team members, assign roles, and notify them via email. By default, tasks are assigned to the provider’s ServiceNow administrator.
Add Squad (Optional): Include additional squad members involved in onboarding activities.

Important Details

Role assignments for customer onboarding point of contact and key team members require specific roles (sncustomerservice.customeradmin and sncustomerservice.customercasemanager respectively) granted by an administrator.
Upon completing the Initial Setup, all entered case, account, customer, and team information is displayed in the case’s left panel for easy reference.

Field Mapping and Automation

The system automatically updates key case and task fields to reflect progress:

For account onboarding cases, changes in the Stage field update the State field based on predefined mappings (e.g., New stage maps to Not started state).
For account onboarding case tasks, updates to the State field automatically adjust the Progress field accordingly (e.g., Open state maps to Not started progress).
If using earlier versions of the application, customers should follow specific instructions to correct field mappings.

What This Enables for ServiceNow Customers

This structured initial setup ensures all relevant stakeholders are identified and assigned appropriate roles, integration requirements are clearly defined, and onboarding progress is automatically tracked. It streamlines communication through automated notifications and provides visibility into onboarding status, facilitating a smooth and well-managed customer onboarding experience.

This phase is meant to gather the initial information needed to successfully onboard a customer. For example, gathering core information such as onboarding manager, key customer contact, internal and external stakeholders, their responsibilities, and so on.


Activity	Details
Select account	When you select the customer account, a new account onboarding case is generated. Note: If the account onboarding case was generated from a case, this field is auto populated. Click Continue to go to the next activity.
Enter onboarding related info	The next activity in the playbook involves gathering onboarding related information. The mandatory fields to be entered are: Assigned to: Select the provider agent who is working on this case. Service Exchange integration: Select one of the following options: Not required: No Service Exchange integration is required. Remote catalog: A Service Exchange integration for the remote catalog feature is required. Remote task: A Service Exchange integration for the remote task feature is required. Foundation data sync: A Service Exchange integration for the foundation data sync feature is required. Type: Select one of the following: Phased: A specific part of the onboarding process for this customer is managed through this Account Lifecycle Events onboarding case. Full: The entire onboarding process for this customer is by this Account Lifecycle Events onboarding case. Specify the Go live date and select Mark complete to proceed with the next activity. Note: The State field is set to New for a new record. If this field is updated, the Stage field is automatically updated based on the predefined mapping. This mapping is also available for account onboarding case tasks between the Progress and State fields. See Field mapping for account onboarding cases and case tasks for details.
Add customer team	Add the customer contacts who will work on the account onboarding case. Enter the First name, Last name, Email address and click Add to create a new customer contact. Select Mark complete to move to the next step.
Add customer team responsibilities	Assign responsibilities to each of the customer contacts that have been added. Select the Contact you’ve added in the previous step. In the Responsibility field, select one of the predefined user roles and click Add to assign responsibility for the customer contact. Click Mark complete to move to the next step. When this step is completed, two emails are automatically generated. The first email identifies the primary point of contact for the account onboarding case. The second email identifies the key team members participating in the onboarding process. Note: Users with the following responsibilities must be explicitly granted specific roles by the administrator: Customer onboarding point of contact: Users with this responsibility must be granted the sn_customerservice.customer_admin role. Key team members: Users who have key team member responsibilities must be granted the sn_customerservice.customer_case_manager role.
Add account team	Add and assign responsibilities to the internal team members (service providers) working on the account onboarding case. This includes the ServiceNow administrator handling the case. After the account is added, an email is sent to all the team members. Select a predefined user role in the Responsibility field. Select a user who is assigned this role and click Add to assign responsibility to the team member. Click Mark complete to move to the next activity. Note: By default, all tasks in the playbook are assigned to the provider's ServiceNow administrator.
Add squad	Add the squad members who will be involved in completing the onboarding case and other activities. This is an optional activity. Click Mark complete to move to the next stage.

After the Initial Setup stage has been completed, the case information, account, customer, and squad team member information you have added is displayed in the left panel.

Field mapping for account onboarding cases and case tasks

For account onboarding cases, when the Stage field is updated, the State field is automatically updated based on the mapping shown below:

Table 1. Account onboarding case mapping between State and Stage fields
State	Default stage	Available stages
New	Not started	Not started At risk
Unassigned	Not started	Not started At risk
Active	On track	On track At risk
Blocked	Paused	Paused At risk
Closed		Finished
Canceled		Finished

For account onboarding case tasks, when the State field is updated, the Progress field is automatically updated based on the mapping shown below:

Table 2. Account onboarding case task mapping between State and Progress fields
State	Default value	Available options
Open		Not started
Awaiting customer	Paused	Paused At risk
Awaiting internal	Paused	Paused At risk
In Progress	On track	On track At risk
Review	On track	On track At risk
Closed		Finished
Canceled		Finished

If you are using an earlier version of the Account Lifecycle Events application, follow the instructions in KB1651427 to correct the mapping between these fields.