---
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 touchpoint

# Create a touchpoint {#ariaid-title1}

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

Create a touchpoint to capture and support conversations between providers and customers during the engagement lifecycle.

## Vorbereitungen

Role required: sn_acct_lc.customer_success_agent

## Warum und wann dieser Vorgang ausgeführt wird

During the lifecycle of an engagement, providers and customers may have frequent conversations, sync-up meetings, reviews, and so on. A touchpoint is meant to capture and support these discussions and share information among
the various stakeholders. Additionally, customers can raise touchpoints to their provider about any number of topics, ask for support, or request details about a given objective.

## Prozedur

1. Navigate to WorkspaceCSM/FSM Configurable Workspace and select the List icon.
2. Navigate to Customer SuccessAll Engagements.
3. Open the engagement for which you want to add touchpoints.
4. Select Touchpoint from the drop-down list.
5. On the form, fill in the fields.  
   {#account-lifecycle-create-touchpoint__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 touchpoint is related. This is a required field. |
   | Channel | The channel used for communication. This can be: * Web * Phone * Email * Chat * Social * Community * Alert * Virtual Agent {#account-lifecycle-create-touchpoint__ul_q43_k3y_zbc} |
   | Contact | The key customer contact for this touchpoint. |
   | Assigned to | The key internal team member handling this touchpoint. |
   | Squad | The team supporting this account for achieving both value and success. |
   | Category | The category associated with this touchpoint. This can be: * General conversation * Value and adoption * Expansion opportunities * Renewal support {#account-lifecycle-create-touchpoint__ul_d44_y3y_zbc} |
   | State | State of the touchpoint. This can be: * New * In progress * Paused * Canceled * Closed {#account-lifecycle-create-touchpoint__ul_xcb_gmw_zbc} |
   | Progress | Current progress of this touchpoint. This can be: * Not Started * On-Track * At Risk * Paused * Completed * Canceled {#account-lifecycle-create-touchpoint__ul_v54_pmw_zbc} |
   | Priority | Priority of this touchpoint in comparison to others. This can be: * Critical * High * Medium * Low * Very Low {#account-lifecycle-create-touchpoint__ul_zth_ymw_zbc} |
   | Due date | Date by which the touchpoint should be completed. |
   | Product | The product to which this touchpoint is related. Select the check box to indicate if the touchpoint is related to a specific product that has been sold. |
   | Subject | Enter the subject for this touchpoint. This is a required field. |
   | Watch list | Select the users who should be notified of any updates to the touchpoint. |
   | Work notes list | Select the users who should be notified of any updates to the worknotes. |
   | Description | Enter a description for this touchpoint. 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. Touchpoint form]

   {#account-lifecycle-create-touchpoint__table_olw_rwv_zbc}  
   Hinweis:  
   The Meeting date and Meeting type fields have been deprecated from the Yokohama release.
6. Select Save to create a new touchpoint.
{#account-lifecycle-create-touchpoint__steps_cqm_tbx_zbc}