---
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 engagements

# Manage engagements {#ariaid-title1}

Release version: Australia  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Create and manage customer engagements, success blueprints, touchpoints, risk
signals, and success plays throughout the customer success journey.

An engagement centralizes the activities involved in a customer's success journey.
Customer success managers use engagements to define success criteria with blueprints,
track health and risk, run success plays, and manage touchpoints with customers
throughout the engagement lifecycle.
* **[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.
* **[Create an engagement](https://servicenow-prod.fluidtopics.net/tgaM~zu6QJGlQnZSh1cxnQ)**   
  Create an engagement record that centralizes all internal and external activities that are involved in the customer success journey.
* **[Create a touchpoint](https://servicenow-prod.fluidtopics.net/zzcgsldO4g3UtUBXb9aPmQ)**   
  Create a touchpoint to capture and support conversations between providers and customers during the engagement lifecycle.
* **[Create a risk signal](https://servicenow-prod.fluidtopics.net/X2yrXLcfEavr7hRM8C_Ifg)**   
  Create a risk signal to identify any risk or issues that can occur during the engagement lifecycle.
* **[Create a success play](https://servicenow-prod.fluidtopics.net/73fhuPYhG_ZFxGzcbkwzkg)**   
  Use this option to create a success play to create automated actions.
* **[Create a success blueprint](https://servicenow-prod.fluidtopics.net/YKqxsoT79rrgR_KcuKynBg)**   
  Create a success blueprint to define the success objectives, primary success outcomes, and success initiatives for an engagement.
* **[Create an applicable success outcome](https://servicenow-prod.fluidtopics.net/iFckes9KAAU2G8bnQuAh8w)**   
  Create the applicable success outcomes to support the primary success outcome.
* **[Close or cancel a success initiative](https://servicenow-prod.fluidtopics.net/VQCrsZJSD7o00yjQV4FDJg)**   
  You can close or cancel a success initiative and all the related tasks.
* **[Success objective record page](https://servicenow-prod.fluidtopics.net/QoQEar7lVfyQDESVWWrSdQ)**   
  This page provides a detailed view of the success objective and its related outcomes and initiatives as defined in the success blueprint.
* **[Primary success outcome record page](https://servicenow-prod.fluidtopics.net/6JaGOWwOnsOwz3ag2F4QsQ)**   
  A primary success outcome refers to the result or goal that is used to measure the achievement of a success objective.
* **[Measure success rate](https://servicenow-prod.fluidtopics.net/5EH3DVTfeq6weQy4xRIjfA)**   
  Measure and track the effectiveness and completion of success objectives and outcomes within a project or engagement with success scores and success rates.
* **[Success initiative roadmap](https://servicenow-prod.fluidtopics.net/Uztr57ks7rCTLBU7q4Zvvg)**   
  The success initiative roadmap displays success initiatives and their outcomes over time in a visual timeline. Use it to track initiative progress, filter by status, and adjust the view by timescale or grouping.
* **[Create an implementation record](https://servicenow-prod.fluidtopics.net/VlAiokDEEZdtlQaWzdhFog)**   
  Track the progress of a partner or customer implementing a product or a service.