---
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 a customer play record

# Create a customer play record {#ariaid-title1}

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

Create a customer play to specify an unplanned activity required to support an engagement. customer plays can be monitored by the customer during the engagement life cycle.

## Vorbereitungen

Role required: sn_acct_lc.customer_success_agent

## Warum und wann dieser Vorgang ausgeführt wird

A customer play is used to monitor external activities of an unplanned set of actions that a provider may take to support a customer touchpoint, stakeholder request, or an engagement activity. A customer play may not be
associated with an objective or outcome, but can be based on the nature of the customer play and why it was created. A customer play is a form of case type with its own case tasks.

## Prozedur

1. Navigate to WorkspaceCSM/FSM Configurable Workspace and select the List icon.
2. Navigate to the Customer SuccessAll customer plays and select New.
3. On the form, fill in the fields.  
   {#account-lifecycle-create-success-case__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 | Select the engagement record to which the customer play is related. This is a required field. |
   | Contact | The key customer contact for this customer play. |
   | Assigned to | The key internal team member handling this customer play. |
   | Squad | The team supporting this account for achieving both value and success. |
   | Category | The category associated with this customer play. This can be: * Guidance * Architecture review * Demos and POCs * Training {#account-lifecycle-create-success-case__ul_d44_y3y_zbc} |
   | State | State of the customer play. This can be: * New * In progress * Paused * Canceled * Closed {#account-lifecycle-create-success-case__ul_xcb_gmw_zbc} |
   | Progress | Current progress of this customer play. This can be: * Not Started * On-Track * At Risk * Paused * Completed * Canceled {#account-lifecycle-create-success-case__ul_v54_pmw_zbc} |
   | Priority | Priority of this customer play in comparison to others. This can be: * Critical * High * Medium * Low * Very Low {#account-lifecycle-create-success-case__ul_zth_ymw_zbc} |
   | Due date | Date by which the customer play should be completed. |
   | Product | The product associated with the customer play. |
   | Service definition | Service definitions work with case types to provide different types of service requests. With this feature, you can create connections between products and services and the case types that support those services. |
   | Short description | Enter a short description for this customer play. This is a required field. |
   | Watch list | Select the users who should be notified of any updates to the customer play. |
   | Work notes list | Select the users who should be notified of any updates to the worknotes. |
   | Description | Enter a description for this customer play. This is a required field. |
   | Work notes | Any internal notes regarding this objective. |
   | Additional comments | Any additional information that must be provided to the customer. |
   | Needs attention | Clear the check box to make Blocked by capability work. |
   [Tabelle : 1. customer play form]

   {#account-lifecycle-create-success-case__table_olw_rwv_zbc}
4. Select Save to create a new customer play.  
   Hinweis:  
   You can use response templates to provide quick responses, or copy and paste relevant information from a case. Select the Response template icon and select the response template you want to use. For more details on response templates, see [Response templates](https://www.servicenow.com/docs/access?context=response-templates-templated-snippets&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US).
{#account-lifecycle-create-success-case__steps_cqm_tbx_zbc}

## Nächste Maßnahme

* Select Discuss to start a sidebar discussion about this customer play. 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 initiative. Select Open record and start the discussion. When the discussion has been completed, you can see the details in the Activity stream.
* Create success play: See [Create a success play](https://servicenow-prod.fluidtopics.net/yS8iEYRWubY2TU_w3ibY3g "Use this option to create a success play to create automated actions.").
{#account-lifecycle-create-success-case__ul_jh5_24c_b2c}
* **[Create a customer play task](https://servicenow-prod.fluidtopics.net/3FCIsWu1hwKz9B7Ex~hBwg)**   
  Create a customer play task to define a planned action that a provider or customer must complete in support of a customer play. A customer play task must be clearly defined and can be visible to internal stakeholders or external customers.