---
sourceDocument: Australia Customer Success Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/acct-lifecycle-events

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Success Management

ft:clusterId :

    - actle

bundleId :

    - actle

workflow :

    - Customer and Industry


---

# Create an implementation record

# Create an implementation record {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
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 WorkspaceCSM/FSM Configurable Workspace and select the List icon.
2. Navigate to the Customer Success ManagementAll Implementation Records and select New.
3. On the form, fill in the fields.  
   {#account-lifecycle-create-imp-record__table_nzg_jfk_xfc__entry__2}

   | Field | Description |
   |-|-|
   | Number | System generated unique number for the implementation record. |
   | Engagement | The engagement that is being tracked. This is a required field. |
   | Account | The enterprise account associated with the engagement is automatically populated. |
   | Type | Select the type of engagement from the list. This is a required field. * Partner led * Self led * Professional services {#account-lifecycle-create-imp-record__ul_ntm_qsl_xfc} |
   | Contact | The primary customer contact for this implementation. |
   | Executive sponsor | The customer sponsor responsible for this implementation. |
   | Partner | If it is a partner led implementation, select the contact name from the list. |
   | Partner contact | The primary partner contact for this implementation. |
   | Certified | Indicate if the partner is certified. You can select: * Certified * Not certified {#account-lifecycle-create-imp-record__ul_is1_xwl_xfc} |
   | Owner | The owner responsible for the implementation. |
   | State | State of the implementation. This can be: * New * In progress * Paused * Canceled * Closed {#account-lifecycle-create-imp-record__ul_k4h_nxl_xfc} |
   | Progress | Current progress of the implementation. This can be: * Not started * On-track * At risk * Paused * Completed * Canceled {#account-lifecycle-create-imp-record__ul_o23_rxl_xfc} |
   | Actual start date | The actual start date of the implementation. |
   | Actual end date | The actual end date of the implementation. |
   | Actual duration | The actual duration of this implementation. |
   | Planned duration | The planned duration of this implementation. |
   | Planned start date | The planned start date of this implementation. |
   | Planned end date | The planned end date of this implementation. |
   | Product scope | Select the Sold Product for which the implementation is being tracked. |
   | Capability scope | Select the product capability for which the implementation is being tracked. |
   | Squad | Select the squad members supporting the implementation. |
   | Watch list | Select the users who should be notified of any updates to the implementation record. |
   | Work notes list | Select the users who should be notified of any updates to the work notes field. |
   | Work notes | Enter any internal notes related to the implementation. |
   | Closure information | If the State is Closed or Canceled, select the Closure code from the list: * Successful * Unsuccessful * Canceled/voided {#account-lifecycle-create-imp-record__ul_cc1_cbm_xfc} Enter any additional information in the Close notes field. |
   [ ]

   {#account-lifecycle-create-imp-record__table_nzg_jfk_xfc}
4. 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
5. Navigate to WorkspaceCSM/FSM Configurable Workspace and select the List icon.
6. Navigate to the Customer SuccessAll Engagements and open an engagement record.
7. Select the Related Items link on the Engagement home page.
8. Expand the Implementation Records item to view the list of implementation records associated with the engagement.  
   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 to open and edit the implementation record.
   {#account-lifecycle-create-imp-record__ul_wxm_bgm_xfc}

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