---
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


---

# Manage account onboarding cases

# Manage account onboarding cases {#ariaid-title1}

Release version: Australia  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Work through the activities in the account onboarding playbook to manage an account onboarding case from creation through go-live and post-support.

An account onboarding case is created in one of two ways:

* Automatically: When a new customer account is created, the Creation of account onboarding case flow is triggered, and an onboarding case is generated automatically. The trigger condition for this flow is configurable --- automatic case creation is not mandatory when a new account is created.
* Manually: For existing customer accounts being onboarded in phases, create additional onboarding cases from the list view. See [Create an account onboarding case](https://servicenow-prod.fluidtopics.net/7k30o2JA2tHWOEE1grB6ZQ "When the customer service agent creates an account, an account onboarding case is generated.").

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When you open an account onboarding case, you're directed to the first activity in the Initial setup stage. While working on the activities, you can view:

* The entire playbook process in the horizontal stage picker.
* The stage headings in the stacked playbook activity view. The activity steps within each stage are set to visible only after you arrive at that stage.
* Related items, activity stream, and recommended actions in the contextual side panel. Select a link in the Related items card to go to the record.

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The account onboarding playbook includes the following stages:

* [Initial setup](https://servicenow-prod.fluidtopics.net/c0fXhnRZeTPbrnpgxDsZow "This phase is meant to gather the initial information required onboard a customer. For example, gathering core information like onboarding manager name, key customer contact, internal and external stakeholders, their responsibilities, and so on.")
* [Data capture and validation](https://servicenow-prod.fluidtopics.net/GcP5o2kllggkpVWvaWt6gQ "This phase is meant to gather the necessary information about the account such as support contacts, locations, sold products, entitlements.")
* [Development and automation](https://servicenow-prod.fluidtopics.net/8DtN_uw8JCl9LyDkSrHI~g "This phase is used to track and complete critical activities including account relationship management, maintenance scheduling, Service Level Agreement (SLA) definition, and Service Exchange installation (when required).")
* [Testing, training](https://servicenow-prod.fluidtopics.net/vTM7WKVAURCt1bhN5vYJOA "These phases are designed to involve customers in testing and confirm that they have received adequate training before the go-live date.")
* [Go-live and post support](https://servicenow-prod.fluidtopics.net/2yZlrdelYbJrDoqUzJuiyA "This phase addresses issues that arise at go-live and coordinates resolution across the relevant teams to complete the account onboarding process.")
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* **[Create an account onboarding case](https://servicenow-prod.fluidtopics.net/7k30o2JA2tHWOEE1grB6ZQ)**   
  When the customer service agent creates an account, an account onboarding case is generated.
* **[Account onboarding playbook](https://servicenow-prod.fluidtopics.net/vzPaW1yTbU9QxgcspfzodQ)**   
  The account onboarding playbook guides account teams through the structured steps required to set up a new account, from initial configuration to activation. Use it to standardize onboarding and reduce setup errors across accounts.
* **[Close or cancel an account onboarding case](https://servicenow-prod.fluidtopics.net/88HtexXiL9tjW5x8oVbhfw)**   
  You can close or cancel an account boarding case and all the related activities.