Work through the activities in the account onboarding playbook to manage an account onboarding case from creation through go-live and post-support.

An account onboarding case is created in one of two ways:

• Automatically: When a new customer account is created, the Creation of account onboarding case flow is triggered, and an onboarding case is generated automatically. The trigger condition for this flow is configurable — automatic case creation is not mandatory when a new account is created.
• Manually: For existing customer accounts being onboarded in phases, create additional onboarding cases from the list view. See Create an account onboarding case.

When you open an account onboarding case, you're directed to the first activity in the Initial setup stage. While working on the activities, you can view:

• The entire playbook process in the horizontal stage picker.
• The stage headings in the stacked playbook activity view. The activity steps within each stage are set to visible only after you arrive at that stage.
• Related items, activity stream, and recommended actions in the contextual side panel. Select a link in the Related items card to go to the record.

The account onboarding playbook includes the following stages:

• Initial setup
• Data capture and validation
• Development and automation
• Testing, training
• Go-live and post support