---
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 home page
# Engagement home page {#ariaid-title1}
Release version: Australia
Updated March 12, 2026
 8 minutes to read
Summarize
 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 home page
The Engagement home page in ServiceNow offers a comprehensive view of an engagement, including details about internal and external stakeholders, upcoming touchpoints, initiatives, and blueprints.
It is accessible to users with thesnacctlc.customersuccessagentrole via the CSM/FSM Configurable Workspace or from the Success portfolio overview.
This page centralizes key engagement information to help customer success agents manage and monitor customer engagements effectively.
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## Key Features
* **Engagement Record Tabs:**
* **Overview:** Displays health score trends, contract details, engagement stage, key contacts, squad and account teams, AI-generated engagement updates, upcoming touchpoints, risk signals, issues, and work items with filtering options.
* **Health:** Shows current and historical health scores over 12 weeks, with detailed metrics used in the health calculation and the ability to refresh the score.
* **Success Blueprint:** Lists success objectives with details like due dates and assigned contacts, allows creation and sorting of blueprints, and provides access to the initiative roadmap.
* **Product Adoption:** Visualizes product adoption scores over 12 weeks, shows sold products and their adoption status, and supports creation and viewing of product adoption roadmaps.
* **Renewal and Expansion:** Lists all active contracts associated with the engagement with drill-down capabilities to contract details.
* **Engagement Hierarchy:** (Conditional) Displays the total number of engagements, contract values, risk signals, squad work status, and parent-child engagement relationships.
* **Engagement Actions:** Options to start sidebar discussions, refresh health scores, and create customer/internal plays, risk signals, success cases, and touchpoints directly from the engagement page.
* **Contextual Side Panel:**
* **Recommendations:** Provides AI-driven suggested success plays and searchable knowledge articles to assist agents in resolving customer issues efficiently.
* **Activity Stream:** Displays a timeline of activities related to the engagement.
* **Related Items, Attachments, Email Templates, and Record Information:** Easy access to related records, attachments, email templates, form templates, and overview of the engagement record.
* **Customer Timeline:** Visualizes all engagement-related activities.
* **Engagement Brief:** Automatically generates an AI-driven summary of recent signals such as risks, adoption, and market activity, which can be refreshed and is cached for 15 days.
## Practical Benefits for ServiceNow Customers
This Engagement home page empowers customer success agents to:
* Gain a holistic and up-to-date view of customer engagements, including health metrics and risk factors.
* Quickly access and manage key engagement details, contracts, success objectives, and adoption data in one place.
* Utilize AI-powered recommendations and engagement briefs to proactively address customer needs and risks.
* Collaborate efficiently through built-in discussion features and contextual information panels.
* Track engagement progress and customer activities comprehensively to support renewal, expansion, and product adoption initiatives.
Overall, this functionality streamlines engagement management and enhances the ability to deliver successful customer outcomes.
This page provides detailed information of an engagement including internal and external stakeholders, upcoming touchpoints, initiatives, and blueprints.
To view this page, follow these steps:
1. Login as a user with the ` sn_acct_lc.customer_success_agent` role.
2. Navigate to AllWorkspacesCSM/FSM Configurable Workpace and select the List icon.
3. Navigate to Customer SuccessAll Engagements and select Number column to open the engagement record. You can also navigate to this page from the [Success portfolio overview](https://servicenow-prod.fluidtopics.net/jZJpMxd8kL80FKEqwOyytQ "Get an overall view of your success portfolio including your engagements, account status, escalations, and risks.").
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The following options are available:
* Discuss: Select Discuss to start a sidebar discussion about this engagement. In the pop-up window, select the participants who must participate in the discussion, enter a brief message, and select Start discussion. A window appears with a link to the record for this engagement. Select Open record and start the discussion. When the discussion has been completed, you can see the details in the Activity stream.
* Refresh Health: Select this option to update the health score for this engagement.
* Customer play: See [Create a customer play](https://servicenow-prod.fluidtopics.net/8fpuS_OB0ztToSthqVWxUQ "Create a customer play in collaboration with customers to define planned and unplanned activities required to support an engagement.").
* Internal play: See [Create an internal play](https://servicenow-prod.fluidtopics.net/znPxPrsh1LIkimO6kTnZlg "Create an internal play to define planned or unplanned activities that the customer does not have access to during the engagement lifecycle.").
* Risk signal: See [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.").
* Success case: See [Create a customer play](https://servicenow-prod.fluidtopics.net/8fpuS_OB0ztToSthqVWxUQ "Create a customer play in collaboration with customers to define planned and unplanned activities required to support an engagement.").
* Touchpoint: See [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.").
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The Engagement record page contains the following tabs:
* Overview
* Health
* Success blueprint
* Product adoption
* Renewal and expansion
* Engagement hierarchy
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## Overview (engagement) {#account-lifecycle-view-engage__section_ksy_r43_qdc}
This tab provides a high-level overview of the engagement. It includes the following details:
* Header: The header section shows the health score of the engagement over the last six weeks and the last active touchpoint.
* Engagement details: Shows the contract value, engagement stage, go-live date, account with which it's associated, and the renewal date. Select the Edit icon to modify the engagement details and select Save.
* Customer team: The key customer contacts for this engagement are available in the contextual side panel. Select the Customer contacts icon in the contextual side panel to view contact details.
* Squad: Shows the squad members associated with the engagement.
* Account team: The team members handling the account. This information is also displayed in the Related Items section under Applicable Account Teams.
* Engagement updates: An AI-generated brief that summarizes recent signals for this engagement, organized by category such as Risks, Declining metrics, and Opportunities. The brief loads automatically on page open and is cached for 15 days. Select the refresh icon to generate a new brief. For more information, see [Engagement brief](https://servicenow-prod.fluidtopics.net/bLgyNWcinfayiP5N81~wNg "The engagement brief summarizes recent signals across risk, adoption, and market activity for a specific engagement.").
* Upcoming touchpoints: Shows any upcoming touchpoints for this engagement. Select the link to drill down to the Touchpoint record page.
* Risk signals and issues: Shows any new, overdue, high priority, or unaddressed risks or issues.
* Work items: This section shows the activities and tasks associated with this engagement. You can sort the list by Priority or Due Date. You can view all the work items or view items belonging to a specific category by selecting one of the following filters from the View drop-down list:
* Internal plays
* Internal play tasks
* Customer play
* Success initiative
* Success task
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To filter this list further, select one of the work items filters like New, Blocked to view specific items in the list.
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## Health {#account-lifecycle-view-engage__section_p2r_t43_qdc}
In this tab, you can see the current health score and the health of the engagement over the last 12 weeks. This helps identify gaps and issues that need attention. Select Refresh Health to view the updated
health score.
In the Indicators section, you see the metrics used to calculate the health score for this engagement. See [Calculate the engagement health score](https://servicenow-prod.fluidtopics.net/V0Q6dNmoxGTQd9wHJiwJFw "Use the Calculated metric data source to determine the health score of an engagement."). For each metric, you'll the target score, weight, and gap percentage. Select the Sort by option to sort the metrics listed by score, weight, and gap.
## Success blueprint {#account-lifecycle-view-engage__section_lyh_v43_qdc}
In this tab, you can view the success objectives associated with this engagement. You can view the high-level details of each success objective including Due date, Start date, Key contact, Assigned to, and Products. If the success blueprint hasn't been defined, select Create success blueprint. See [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.") for instructions on creating a success blueprint. You can do the following:
* Sort by: You can sort the list by Due date of the objectives.
* View by State: Select one of the states from the drop-down list. This can be:
* All
* In Progress
* Paused
* Closed
* New
* Canceled
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* Select the icon to drill down to the [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.").
* View initiative roadmap: Select this link to view the success initiative roadmap, which the engagement details including the current health, stage, and the next renewal date for the engagement.
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## Product adoption {#account-lifecycle-view-engage__section_qyq_ddq_vfc}
In this tab, you can view the product adoption score for all applicable sold products associated with this engagement. The adoption score is determined using the calculated metrics that have been configured for the sold products.
See [Define a calculated metric data source](https://servicenow-prod.fluidtopics.net/38MjwA5SYV4dvE5A3YYUCQ "Define dynamic metrics using formulas based on other metrics.") for more details.
The following details are included:
* The chart displays product adoption scores across the past 12 weeks, broken down by week. By hovering over data points, you can view the quantity of products sold within each adoption category (Low, Medium, High, and None) for any given week.
* The pie chart shows a snapshot of current adoption score distribution as of today's date. Select Total products to drill down to view the Product Usage list. You can drill down to a specific product usage record.
* Sold products: The list of sold products associated with this engagement is displayed. Select to drill down to the [Product usage record](https://servicenow-prod.fluidtopics.net/wsEKUDiNBYMuc_37Kp28Pg "View the product usage and capability data for a specific sold product over a period of time.") page.
* View by: You can filter the list displayed by:
* All
* Activated
* Planned
* No plan
* Deactivated
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* Sort by: You can sort the list by:
* Customer priority
* Adoption score
* Business criticality
* Activation status
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* Product adoption roadmaps: The list of product adoption roadmaps that have been created for this engagement. You can do the following:
* Select the icon to drill down to the Product adoption roadmap page. See [View a product adoption roadmap](https://servicenow-prod.fluidtopics.net/4fqwt5NqZgjm~GHRzY3Ggw "View and organize products or capabilities into lanes to create a visual adoption plan for customer engagements.") for details.
* Select New product adoption roadmap to create roadmap. See [Create a product adoption roadmap](https://servicenow-prod.fluidtopics.net/qlU6LREi8ROBydUQj5al4Q "Create a product adoption roadmap that guides customers through optimal product adoption to achieve maximum business value.") for details.
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## Renewal and expansion {#account-lifecycle-view-engage__section_ppw_v43_qdc}
In this tab, you can view a list of all active contracts associated with this engagement. You can view the high-level details of each contract and select the link to drill down to the Contract page.
## Engagement hierarchy {#account-lifecycle-view-engage__section_vsm_d23_tfc}
This tab provides an overview of customer's engagement health. This tab is a conditional tab by default isn't visible. To view this tab, one child engagement must be available in the related engagement. It includes the following details:
* Total engagements: Shows the total number of engagements and total contract value related to the account.
* Risk signals by probability: Shows the risks associated with this account.
* Squad work by status: Shows the work status of the team involved with this account.
* Engagement hierarchy: Shows the active engagements for this account. In the engagements, shows the parent and child relationship.
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Any hierarchy that forms a cycle isn't a valid hierarchy.
## Customer timeline {#account-lifecycle-view-engage__section_g5p_ppc_wfc}
The customer timeline tracks and shows all the related activities of the engagement record. To support the application 23 activities are shipped out of box in the engagement record.
To configure the activities in the engagement record, see [Configure activity types for the Customer History view](https://www.servicenow.com/docs/access?context=configure-activity-types-ca&version=australia&pubname=australia-customer-service-management&ft:locale=en-US).
## Contextual side panel component {#account-lifecycle-view-engage__section_m5y_pfb_wfc}
The contextual side panel component includes different tools that agents can use to research and resolve customer issues. The contextual side panel in the Engagement record page includes the following tabs.
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| Tab | Description |
|-|-|
| Recommendations | The Recommended Actions tab includes [AI search](https://www.servicenow.com/docs/access?context=ra-csm-ai-search&version=australia&pubname=australia-customer-service-management&ft:locale=en-US) functionality. Agents can use AI search to find relevant resources or resolutions for customer issues. The following options are available: * Suggested actions: A list of recommended success plays available for the engagement are displayed. See [View and execute recommended actions for an engagement](https://servicenow-prod.fluidtopics.net/hkfLZFN~U9o9aUMjT~nU7w "Open the Recommendations panel from an engagement record to review AI-generated success play suggestions and execute or dismiss a recommended play without leaving the engagement context.") for details. * Search: The search feature displays an initial set of search results based on the text in the case short description. This initial set of results includes knowledge articles. You can enter different search keywords and repeat the search and do the following: * Select a source to see search results of that type. * Filter and sort the list of search results. * Open the search results in full view in a record subtab. * Take the following actions: * View and attach article * Perform other actions such as reading articles in full view, flagging articles, or marking articles as helpful or unhelpful. {#account-lifecycle-view-engage__ul_rp1_znc_1bc} * Actions History: Select the History icon to view actions that have been successfully completed. {#account-lifecycle-view-engage__ul_d4d_ymc_1bc} {#account-lifecycle-view-engage__ul_ikr_v24_kkc} Note: Using Recommended Actions in the contextual side panel requires the [Recommended Actions](https://www.servicenow.com/docs/access?context=nba&version=australia&pubname=australia-customer-service-management&ft:locale=en-US) application (sn_cs_nb_action) which is included with the CSM Configurable Workspace application. |
| Activity Stream | The activity stream component displays a list of the activities occurring on a case record. |
| Related Items | The Related Items tab provides access the case-related lists. The Engagement record page incorporates related list functionality into the contextual side panel. These lists appear in an accordion format that agents can expand and collapse as needed. An indicator displays the number of records available in a related list. When expanded, the records in a related list are displayed in card format. |
| Attachment | The Attachments tab provides access to case-related attachments. From this tab, agents can view and download attachments. |
| Email Templates | The Email Templates tab provides access to available email templates. These templates contain default values for fields that agents can add to email messages. Default values can include recipients (email addresses in the To, Cc, and Bcc fields), sender, subject, and message body text. |
| Template | The Templates tab provides access to available form templates that enable agents to automatically populate fields on new records. Agents can manually apply a template when creating a record such as an incident or change. |
| Record Information | The Record Information tab shows overview of the engagement record. |
| Customer timeline | The Customer timeline tab shows visual display of the Engagement records activities. |
[Table 1. Engagement record page tabs in the contextual side panel]
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* **[Engagement brief](https://servicenow-prod.fluidtopics.net/bLgyNWcinfayiP5N81~wNg)**
The engagement brief summarizes recent signals across risk, adoption, and market activity for a specific engagement.
* **[View and execute recommended actions for an engagement](https://servicenow-prod.fluidtopics.net/hkfLZFN~U9o9aUMjT~nU7w)**
Open the Recommendations panel from an engagement record to review AI-generated success play suggestions and execute or dismiss a recommended play without leaving the engagement context.
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