Engagement home page

  • Release version: Australia
  • Updated March 12, 2026
  • 7 minutes to read
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    Summary of Engagement home page

    The Engagement home page in ServiceNow provides 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. The page supports navigation from the Success portfolio overview and allows users to open specific engagement records.

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    Users can initiate discussions, refresh engagement health scores, and create customer/internal plays, risk signals, success cases, and touchpoints directly from this page.

    Engagement Record Tabs

    • Overview: Displays key information such as engagement health score trends, contract value, stage, go-live and renewal dates, customer and account teams, upcoming touchpoints, risk signals, and associated work items. Work items can be filtered and sorted by type, priority, or due date.
    • Health: Shows current and 12-week historical health scores with detailed metrics, including target scores, weights, and gap percentages. Users can refresh the health score on demand.
    • Success blueprint: Lists success objectives with details like due/start dates, key contacts, assignees, and related products. Users can create or sort blueprints and view initiative roadmaps for engagement health and renewal insights.
    • Product adoption: Provides adoption scores for sold products over 12 weeks using configured calculated metrics. Visual charts display adoption distribution and trends. Users can filter and sort sold products by priority, adoption score, business criticality, and activation status, and manage product adoption roadmaps.
    • Renewal and expansion: Lists active contracts related to the engagement with links to detailed contract pages.
    • Engagement hierarchy: (Conditional tab) Shows total engagements, contract values, risk signals, squad work status, and parent-child engagement relationships within the account.

    Customer Timeline

    The customer timeline tracks all related engagement activities, with 23 out-of-the-box activity types available. This feature helps users maintain a comprehensive history of interactions and actions associated with the engagement.

    Contextual Side Panel Components

    The side panel enhances agent productivity by providing tools and resources relevant to the engagement record:

    • Recommended Actions: Incorporates AI-powered search to find knowledge articles and resources based on case descriptions. Agents can filter, sort, view, and attach articles to support issue resolution. This feature requires the Recommended Actions application included with the CSM Configurable Workspace.
    • Activity Stream: Displays a chronological list of activities related to the case.
    • Related Items: Provides expandable lists of case-related records in card format, with indicators showing record counts.
    • Attachments: Allows viewing and downloading of case-related files.
    • Email Templates: Offers pre-configured email templates with default fields such as recipients, sender, subject, and message content to streamline communication.
    • Templates: Enables agents to apply form templates to auto-populate fields when creating new records.
    • Record Information: Presents an overview of the engagement record details.
    • Customer timeline: Visualizes the timeline of engagement activities for quick reference.

    Practical Benefits for ServiceNow Customers

    • Gain a unified and detailed view of customer engagements, enabling proactive management and collaboration.
    • Monitor engagement health and product adoption trends to identify risks and opportunities early.
    • Leverage AI-powered search and curated resources to expedite case resolution and improve customer satisfaction.
    • Efficiently track and manage customer success initiatives, contracts, and team activities within a single workspace.
    • Customize and streamline communication and record creation through templates, improving agent productivity and consistency.

    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 Workspaces > CSM/FSM Configurable Workpace and select the List icon.
    3. Navigate to Customer Success > All Engagements and select Number column to open the engagement record. You can also navigate to this page from the Success portfolio overview.
    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.
    • Internal play: See Create an internal play.
    • Risk signal: See Create a risk signal.
    • Success case: See Create a customer play.
    • Touchpoint: See Create a touchpoint.
    The Engagement record page contains the following tabs:
    • Overview
    • Health
    • Success blueprint
    • Product adoption
    • Renewal and expansion
    • Engagement hierarchy

    Engagement page.

    Overview (engagement)

    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: Shows the key customer contact that you have specified for this engagement. This information is also displayed in the Related Items section under Applicable Customer Teams.
    • 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.
    • 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

      To filter this list further, select one of the work items filters like New, Blocked to view specific items in the list.

    Health

    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.


    Engagement 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. 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

    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 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
    • Select the icon to drill down to the Success objective record page.
    • 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.
    success blueprint.

    Product adoption

    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 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 page.
      • View by: You can filter the list displayed by:
        • All
        • Activated
        • Planned
        • No plan
        • Deactivated
      • Sort by: You can sort the list by:
        • Customer priority
        • Adoption score
        • Business criticality
        • Activation status
    • Product adoption roadmaps: The list of product adoption roadmaps that have been created for this engagement. You can do the following:

    Renewal and expansion

    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. renewal expansion.

    Engagement hierarchy

    engagement hierarchy.

    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.

    Any hierarchy that forms a cycle isn’t a valid hierarchy.

    Customer timeline

    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.

    customer timeline.

    To configure the activities in the engagement record, see Configure activity types for the Customer History view.

    Contextual side panel component

    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.

    Table 1. Engagement record page tabs in the contextual side panel
    Tab Description
    Recommended Actions The Recommended Actions tab includes AI search functionality. Agents can use AI search to find relevant resources or resolutions for customer issues.

    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. Agents can also enter different search keywords and repeat the search.

    From the list of search results, agents can do the following:
    • Select a source to see search results of that type.
    • Filter the list of search results.
    • 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.
    • View successful actions by selecting the Actions history icon.
    For more information, see Use AI search in Recommended Actions to resolve cases.
    Note:
    Using Recommended Actions in the contextual side panel requires the Recommended Actions 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. These default values can include the recipients (email addresses in the To, Cc, and Bcc fields), the sender, the subject of the email, and text to include in the message body.
    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.