---
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


---

# Engagement

# Engagement {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Engagements can document and track interactions between the service provider and customer accounts throughout the customer success journey.

An engagement provides a centralized view of items associated with the engagement, including health trends, touchpoints, meetings, objectives, and outcomes.  
The engagement record is used to:

* Track customer history and capture past interactions enabling the customer success teams to monitor the account journey.
* Make informed decisions: Set reminders for future events and maintain consistent follow-ups as required.
* Create automated triggers: Configure automatic actions based on engagement conditions or related data using health, risk, outcome, and usage frameworks with AI capabilities.
* Provide enhanced reporting and analytics: Generates reports and insights related to account health, satisfaction levels, and engagement frequency.
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For more details on the engagement record and its features, see [Engagement home page](https://servicenow-prod.fluidtopics.net/K7AnfMv1JaLPWffnQBBkrA "This page provides detailed information of an engagement including internal and external stakeholders, upcoming touchpoints, initiatives, and blueprints.").