Create an implementation record

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read

    • Track the progress of a partner or customer implementing a product or a service.

    Before you begin

    Role required: sn_acct_lc.customer_success_application_admin, sn_acct_lc.agent, sn_acct_lc.customer_success_agent

    Procedure

    1. Navigate to Workspace > CSM/FSM Configurable Workspace and select the List icon.
    2. Navigate to the Customer Success Management > All Implementation Records and select New.
    3. On the form, fill in the fields.
      Field Description
      Number System generated unique number for the implementation record.
      Engagement The engagement that is being tracked. This is a required field.
      Account The enterprise account associated with the engagement is automatically populated.
      Type Select the type of engagement from the list. This is a required field.
      • Partner led
      • Self led
      • Professional services
      Contact The primary customer contact for this implementation.
      Executive sponsor The customer sponsor responsible for this implementation.
      Partner If it is a partner led implementation, select the contact name from the list.
      Partner contact The primary partner contact for this implementation.
      Certified Indicate if the partner is certified. You can select:
      • Certified
      • Not certified
      Owner The owner responsible for the implementation.
      State State of the implementation. This can be:
      • New
      • In progress
      • Paused
      • Canceled
      • Closed
      Progress Current progress of the implementation. This can be:
      • Not started
      • On-track
      • At risk
      • Paused
      • Completed
      • Canceled
      Actual start date The actual start date of the implementation.
      Actual end date The actual end date of the implementation.
      Actual duration The actual duration of this implementation.
      Planned duration The planned duration of this implementation.
      Planned start date The planned start date of this implementation.
      Planned end date The planned end date of this implementation.
      Product scope Select the Sold Product for which the implementation is being tracked.
      Capability scope Select the product capability for which the implementation is being tracked.
      Squad Select the squad members supporting the implementation.
      Watch list Select the users who should be notified of any updates to the implementation record.
      Work notes list Select the users who should be notified of any updates to the work notes field.
      Work notes Enter any internal notes related to the implementation.
      Closure information If the State is Closed or Canceled, select the Closure code from the list:
      • Successful
      • Unsuccessful
      • Canceled/voided

      Enter any additional information in the Close notes field.
    4. Select Save to create the implementation record.
      After the record has been created, you can view the implementation record under the Related Items list on the Engagement home page
    5. Navigate to Workspace > CSM/FSM Configurable Workspace and select the List icon.
    6. Navigate to the Customer Success > All Engagements and open an engagement record.
    7. Select the Related Items link on the Engagement home page.
    8. Expand the Implementation Records item to view the list of implementation records associated with the engagement.
      Related Items: Implementation Record
      You can do the following:
      • Select Create to create implementation record.
      • Select View all to view all the implementation records associated with the engagement. The list of records is displayed on a separate page.
      • Select the to open and edit the implementation record.