---
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


---

# Playbooks

# Customer success playbooks {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Customer success agents can use playbooks to define planned and unplanned activities, success case tasks, and renewal processes.  
Playbooks provide step-by-step guidance and include multiple stages and activities that must be included. Customer success agents can:

* View the playbook stages and activities.
* Select an activity and perform the work necessary to complete that activity.
* Mark an activity as complete and move to the next activity or stage.
* Complete the stages and activities and close the playbook.
{#account-lifecycle-cust-succ-playbook__csm-playbooks-using_ul_j4m_j2k_2qb}  
The following playbooks are available:

* [Customer play](https://servicenow-prod.fluidtopics.net/kLUGSY2H01Fu2fTwCO_Ehw "Use the customer play as the starting point to define the customer play processes in your organization. This playbook can contain one or more success case tasks with predefined activities.")
* [Internal play](https://servicenow-prod.fluidtopics.net/4MHtG_3FR6rWfyoaFwRDkA "Create an internal play to define planned or unplanned activities that you don't want to include the customer in during an engagement lifecycle. An internal play can contain one or more play tasks with predefined activities.")
* [Renewal play](https://servicenow-prod.fluidtopics.net/vO_e1usXJTOSSxCUDByADQ "Use the renewal play to define the account renewal processes in your organization. This playbook is used to drive contract renewals and improve customer retention.")
{#account-lifecycle-cust-succ-playbook__ul_elf_vm4_sdc}