Engagements

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

    • Engagements can document and track interactions between the service provider and customer accounts throughout the customer success journey.

    An engagement provides a centralized view of items associated with the engagement , including health trends, touchpoints, meetings, objectives, and outcomes.

    The engagement record is used to:
    • Track customer history: It captures past interactions and enables the customer success teams to monitor the account journey.
    • Make informed decisions: Set reminders for future events and maintain consistent follow-ups as required.
    • Create automated triggers: Can be configured to take action automatically based on conditions of the engagement itself or related data, using the health, risk, outcome, and usage frameworks along with AI capabilities.
    • Provide enhanced reporting and analytics: Generates reports and insights related to account health, satisfaction levels, and engagement frequency.

    For more details on the engagement record and its features, see Engagement home page.