---
sourceDocument: Australia Customer Success Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/acct-lifecycle-events

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia Customer Success Management

ft:clusterId :

    - actle

bundleId :

    - actle

workflow :

    - Customer and Industry


---

# Customer success

# Customer success {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 Minute Lesedauer

After an onboarding case has been created, you can configure and set up customer success by creating engagements, configuring success plays, and setting up the success initiative record.
* **[Basic customer success setup](https://servicenow-prod.fluidtopics.net/KJoNHFrSGwBhNpbe~_RV6g)**   
  Define the basic customer success components
* **[Manage customer success playbooks](https://servicenow-prod.fluidtopics.net/eMnv9w34~pVmUUoznSmURw)**   
  Create playbooks to define planned and unplanned activities during the engagement lifecycle.
* **[Create a product capability](https://servicenow-prod.fluidtopics.net/MTQnF17KdQrdxDsu030VKg)**   
  Create a product capability record and associate with one or more capability usage records.
* **[Create a product adoption roadmap](https://servicenow-prod.fluidtopics.net/lTV8fHo8KBlmoqyA7LAZjA)**   
  Create a product adoption roadmap that guides customers through optimal product adoption to achieve maximum business value.
* **[Create a product adoption roadmap template](https://servicenow-prod.fluidtopics.net/uyrEGaiCRBhVOl95mduPOQ)**   
  Create a template that defines a pre-configured adoption strategy with products or capabilities organized into lanes, that can be customized as needed.
* **[Manage engagements](https://servicenow-prod.fluidtopics.net/WhGIGyf0scX80bAZjvWqAQ)**   
  Configure metrics to calculate the health and risk score for an engagement.
* **[Create a success blueprint template](https://servicenow-prod.fluidtopics.net/aGFpIy6t70LIYAmoKFzP8Q)**   
  Create a success blueprint template with predefined success objectives and outcomes.
* **[Create an implementation record](https://servicenow-prod.fluidtopics.net/MgokPsuhgdMnBQwPpP9AcQ)**   
  Track the progress of a partner or customer implementing a product or a service.
* **[Enable integration with Microsoft Dynamics CRM](https://servicenow-prod.fluidtopics.net/UR0NRvmcBmdZK4IHz1CV7A)**   
  Integrating your ServiceNow instance with the Microsoft Dynamics CRM platform enables seamless data exchange and process synchronization between the two platforms. This integration is done through the Microsoft Dynamics CRM spoke.