Create an account onboarding case

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • When the customer service agent creates an account, an account onboarding case is generated.

    Before you begin

    Role required: sn_acct_lc.agent

    Procedure

    1. Navigate to Workspace > CSM/FSM Configurable Workspace and select the List icon.
    2. Navigate to the Account Onboarding Cases > All.
    3. Select New.
      The account onboarding playbook is launched. You can configure the various activities and create the account onboarding case. See Configure the account onboarding playbook for details.