---
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


---

# Touchpoints

# Touchpoints {#ariaid-title1}

Release version: Australia  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Plan, log, and track customer interactions throughout the engagement lifecycle
using touchpoint records.

Touchpoints capture interactions between your team and customers throughout the
engagement lifecycle. Use touchpoint records to plan meetings, log conversations,
manage related tasks, and maintain a complete history of customer engagement.
* **[Touchpoint home page](https://servicenow-prod.fluidtopics.net/SlY3wObxJqD6AgBBwyO3uw)**   
  During the engagement lifecycle, customer success agents schedule regular touchpoints with customers to evaluate progress, provide feedback, and offer guidance.
* **[Touchpoint planner](https://servicenow-prod.fluidtopics.net/tc4sCrvhUNM5p0d82fZLqQ)**   
  The touchpoint planner shows a calendar view of different touchpoints across all accounts associated with the customer success manager.
* **[Generate summary for Zoom meetings](https://servicenow-prod.fluidtopics.net/3cw9SN9DHkrdk94wzfQq2A)**   
  Generate the meeting summary for virtual meetings conducted using Zoom.
* **[Meeting page](https://servicenow-prod.fluidtopics.net/zYHYzs9SJV7lCS42kJYezw)**   
  The meeting page is a structured workspace for preparing and following up on touchpoint meetings. It displays pre-meeting or post-meeting content depending on the meeting state.