---
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


---

# Playbooks

# Customer success playbooks {#ariaid-title1}

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

Customer success agents can use playbooks to define planned and unplanned activities, success, and renewal processes.  
Playbooks provide step-by-step guidance and include multiple stages and activities that must be included. Customer success agents can:

* View the playbook stages and activities.
* Select an activity and perform the work necessary to complete that activity.
* Mark an activity as complete and move to the next activity or stage.
* Complete the stages and activities and close the playbook.
{#account-lifecycle-cust-succ-playbook__csm-playbooks-using_ul_j4m_j2k_2qb}  
For more details on the playbook layout and components, see [Playbook layout and features](https://www.servicenow.com/docs/access?context=csm-playbook-layout&version=australia&pubname=australia-customer-service-management&ft:locale=en-US). The following playbooks are available:

* [Success case playbook](https://servicenow-prod.fluidtopics.net/VquNCIany8IT8LC4hoiidg "Use the success case playbook as the starting point to define the success processes in your organization. This playbook can contain one or more success case tasks with predefined activities.")
* [Internal play playbook](https://servicenow-prod.fluidtopics.net/aquAJVc_S2igVXp~YVl_5g "Use the internal play playbook as a starting point to define planned or unplanned activities that the customer does not have access to during the engagement lifecycle. This playbook can contain one or more internal play tasks with predefined activities.")
* [Renewal playbook](https://servicenow-prod.fluidtopics.net/YrcbNUu8GENTwHkG6HNYCA "Use the renewal playbook to define the account renewal processes in your organization. This playbook is used to drive contract renewals and improve customer retention.")
{#account-lifecycle-cust-succ-playbook__ul_elf_vm4_sdc}