---
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


---

# Create an internal play record

# Create an internal play playbook record {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 Minuten Lesedauer

Create an internal play to define a planned or unplanned activity during the engagement lifecycle.

## Vorbereitungen

Role required: sn_acct_lc.customer_success_agent

## Warum und wann dieser Vorgang ausgeführt wird

An internal play is used to monitor internal activities that the customer does not have access to during the engagement lifecycle. For example, the renewal phase of a contract can be triggered 90-120 days before it is due to
expire. This can launch a series of planned internal actions that can increase the chances of the contract being renewed or extended. An internal play can contain one or more sub-tasks and follows a playbook with predefined
activities.

## Prozedur

1. Navigate to WorkspaceCSM/FSM Configurable Workspace and select the List icon.
2. Navigate to the Customer SuccessAll Internal Plays and click New.
3. On the form, fill in the fields.  
   {#account-lifecycle-create-internal-play__table_olw_rwv_zbc__entry__2}

   | Field | Description |
   |-|-|
   | Number | System generated unique number for the onboarding case record. |
   | Account | The account number of the enterprise customer associated with the account. |
   | Engagement | The engagement record to which the internal play is related. |
   | Assigned to | The key internal team member responsible for this internal play. |
   | Squad | The team supporting this account for achieving both value and success. |
   | State | State of the internal play. This can be: * New * In progress * Paused * Canceled * Closed {#account-lifecycle-create-internal-play__ul_xcb_gmw_zbc} |
   | Progress | Current progress of this internal play. This can be: * Not Started * On-Track * At Risk * Paused * Completed * Canceled {#account-lifecycle-create-internal-play__ul_v54_pmw_zbc} |
   | Priority | Priority of this internal play in comparison to others. This can be: * Critical * High * Medium * Low * Very Low {#account-lifecycle-create-internal-play__ul_zth_ymw_zbc} |
   | Due date | Date by which the internal play should be completed. |
   | Short description | Enter a short description for this internal play. This is a mandatory field. |
   | Watch list | Select the users who should be notified of any updates to the internal play. |
   | Work notes list | Select the users who should be notified of any updates to the worknotes. |
   | Description | Enter a description for this internal play. This is a mandatory field. |
   | Work notes | Any notes to internal team members regarding this internal play. |
   [Tabelle : 1. Internal play form]

   {#account-lifecycle-create-internal-play__table_olw_rwv_zbc}
4. Click Save to create a new internal play.
{#account-lifecycle-create-internal-play__steps_cqm_tbx_zbc}

## Nächste Maßnahme

* Create internal play tasks to define tasks that should be performed when an internal play is launched. See [Create an internal play task](https://servicenow-prod.fluidtopics.net/EqnQtn34QnTKyW4dAravsg "Create an internal play task that must be performed when the internal play is launched. An internal play task must have a clear purpose and specifies the activity that must be performed. It is not visible to customers.")
* Click Discuss to start a sidebar discussion about this internal play. In the popup window, select the participants who need to participate in the discussion, enter a brief message, and click Start discussion. A window appears with a link to the record for this internal play. Click Open record and start the discussion. When the discussion has been completed, you can see the details in the Activity stream.
* Email: Open the Activity stream and select Email from the More drop down list. Enter the required details and click Send email.  
  Hinweis:  
  You can send emails only to the team members associated with the account.
{#account-lifecycle-create-internal-play__ul_b21_npk_sdc}.
* **[Create an internal play task](https://servicenow-prod.fluidtopics.net/EqnQtn34QnTKyW4dAravsg)**   
  Create an internal play task that must be performed when the internal play is launched. An internal play task must have a clear purpose and specifies the activity that must be performed. It is not visible to customers.