---
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 brief

# Engagement brief {#ariaid-title1}

Release version: Australia  
Updated August 31, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Engagement brief

The Engagement Brief provides a concise summary of recent signals related to risk, adoption, and market activity for a specific customer engagement.
It leverages the Executive Insight Generator skill to analyze engagement metrics and generate actionable insights.
These insights are organized by category and help customer success agents quickly identify risks and opportunities for proactive management.
Show full answer Show less  
The brief is displayed automatically in the Engagement updates component at the top of the engagement record page, offering a one-line overview followed by a detailed category-wise breakdown of recent signals.

**Prerequisites:** To use the Engagement Brief, the following must be installed and activated:

* Technology Account Management Experiences (sntechexp)
* ServiceNow Otto for Telecommunications, Media, and Technology (TMT) (sntmtgenai)
* The Executive Insight Generator skill

## Insight Categories

The system provides several default categories of signals, which can be customized with user-defined categories and triggers:

* **Risks:** Indicators of active threats to engagement health, e.g., health score dropping to red or overdue playbooks.
* **Declining metrics:** Downward trends such as reduced product usage or declining health scores not yet critical.
* **Opportunities:** Signals of positive momentum like crossing critical product adoption thresholds or new product activations.
* **Team activity changes:** Personnel changes impacting the engagement, such as CSM reassignments or champion role changes.
* **Upcoming changes:** Lifecycle transitions like engagement stage changes.
* **Market changes:** External signals from AI-powered web searches, including leadership changes, mergers, funding events, or competitive activities.

## Trigger Types

The Executive Insight Generator uses two types of triggers to detect signals and create activity records that feed the brief:

* **Data-driven triggers:** Activated by changes in data fields or thresholds crossed. These include:
  * Business rules for immediate event-based detection (e.g., case reassignment)
  * Scheduled jobs running daily to evaluate trends over time (e.g., health score decline)
  * Performance Analytics indicators tracking ongoing metric trends (e.g., product adoption)
* **Prompt-driven triggers:** Activated by AI-powered daily web searches detecting external events such as leadership changes or competitive threats.

The base system contains predefined triggers for common signals like low product usage, value realization risks, executive leadership changes, and competitive threats. Customers can also create custom triggers to capture signals specific to their business needs.

## Additional Capabilities

* **Refresh Engagement Insights:** Users can request a new AI-generated brief to capture recent signals since the last generation.
* **Configure Custom Triggers:** Enables customers to define business-specific signals and incorporate them into the engagement brief.  
The engagement brief summarizes recent signals across risk, adoption, and market activity for a specific engagement.

The Executive Insight Generator skill analyzes engagement metrics and generates actionable insights organized by category. The generated brief highlights important and
recent changes in metrics, helping customer success agents identify risks and opportunities and take proactive actions.

The brief appears in the Engagement updates component at the top of the engagement record page. It loads automatically when the page opens and displays a one-line overview followed by a category-wise
breakdown of recent signals.  
Note:  
* The engagement brief is displayed if the following plugins have been installed:
  * Technology Account Management Experiences (sn_tech_exp)
  * ServiceNow Otto for Telecommunications, Media, and Technology (TMT) (sn_tmt_gen_ai)
  {#account-lifecycle-exec-insight-gen__ul_jgg_jnb_lkc}
* The Executive Insight Generator skill has been activated. See for details.

{#account-lifecycle-exec-insight-gen__ul_hf1_mnb_lkc}The Executive Insight Generator skill must be activated. See for details.

## Insight categories {#account-lifecycle-exec-insight-gen__section_exec_insight_categories}

The following categories are examples included in the base system. You can define your own categories when configuring custom triggers.

Risks
:   Signals that indicate active threats to engagement health, such as a health score entering the red zone or an overdue play.

Declining metrics
:   Signals that show a downward trend in key metrics, such as low product usage or a health score that has dropped significantly without entering the red zone.

Opportunities
:   Signals that indicate positive momentum or expansion potential, such as a critical product adoption threshold being crossed for the first time or a new product being activated.

Team activity changes
:   Signals related to personnel changes, such as a CSM reassignment or a champion job change.

Upcoming changes
:   Signals related to lifecycle transitions, such as an engagement stage change.

Market changes
:   External signals gathered through web search, such as leadership changes, mergers and acquisitions, funding events, or competitive activity related to the account.

## Trigger types {#account-lifecycle-exec-insight-gen__section_exec_insight_trigger_types}

The Executive Insight Generator uses two types of triggers to detect signals:

Data-driven triggers
:   Triggered when a field changes or a threshold is crossed. When a trigger condition is met, an activity record is created and is used to generate the engagement brief. Activity records are created by one of the
    following:

    * Business rules: Detect event-based conditions as they happen, such as a case being reassigned or a product being deactivated.
    * Scheduled jobs: Run on a daily basis to evaluate conditions that require comparing values over time, such as a health score that has declined within the specified time period.
    * Performance Analytics indicators: Track metric trends over time, such as product adoption scores or health score trajectories.
    {#account-lifecycle-exec-insight-gen__ul_trigger_mechanisms}
:   The base system includes triggers that detect conditions such as low product usage, value realization at risk, and critical product adoption thresholds.

Prompt-driven triggers
:   Triggered when external signals are detected through daily AI-powered web searches, such as leadership changes, mergers, or competitive activity.
: The base system includes triggers that detect changes such as executive leadership change, competitive threat detected, and strategic technology investment.  
Note:  
You can also create custom triggers to capture additional signals that are relevant to your business. See [Configure a custom trigger](https://servicenow-prod.fluidtopics.net/IoDIpTxMi_Uu_bfzTBeTuw "Create a custom trigger to capture a business signal that is specific to your organization and include it in the AI-generated engagement brief.") for details.
* **[Refresh the engagement insights](https://servicenow-prod.fluidtopics.net/KpZIrASGaW5nwdd~eOS2hg)**   
  Request a new AI-generated brief for an engagement to reflect signals that occurred since the brief was last generated.
* **[Configure a custom trigger](https://servicenow-prod.fluidtopics.net/IoDIpTxMi_Uu_bfzTBeTuw)**   
  Create a custom trigger to capture a business signal that is specific to your organization and include it in the AI-generated engagement brief.

**Related tasks**   

* [Configure a custom trigger](https://servicenow-prod.fluidtopics.net/IoDIpTxMi_Uu_bfzTBeTuw "Create a custom trigger to capture a business signal that is specific to your organization and include it in the AI-generated engagement brief.")  
**Related topics**   

*