---
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


---

# Risk framework

# Risk framework {#ariaid-title1}

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

Centralize, track, and monitor relational risks and reduce customer churn. Identify risk signals and create repeatable remediation plans.

Risks can affect the health of an engagement and jeopardize the chances of expansion or renewal. Customer success managers can use the risk signals to record and manage risks tied to an engagement and take appropriate actions. Risk
signals can provide insights and help customer success managers identify trends and evaluate them.  
Risk signals can be:

* Created manually. See [Create a risk signal](https://servicenow-prod.fluidtopics.net/R8SKMwha_pB~V2EGYfl1zA "Create a risk signal to identify any risk or issues that can occur during the engagement lifecycle.").
* Generated automatically when a threshold value is breached or a specific condition is met. See [Define risk criteria](https://servicenow-prod.fluidtopics.net/z_wpcGJF3ELErNl8pcrhcQ "Use the engagement risk definition to configure the metrics required to define the risk signals for an engagement.").
{#account-lifecycle-risk-frmwrk__ul_ovj_njh_zdc}  
The following list shows a few sample use cases when risk signals are generated:

* Customer satisfaction (CSAT) survey results declined by X% for a product
* NPS dropped to 7
* License utilization is below 50%
* The number of P1 cases for a product / account increased by x%
* Success outcome deadline missed
* The Net ACV for the opportunity is reduced by X%
{#account-lifecycle-risk-frmwrk__ul_upc_rs4_ydc}

Customer success agents can monitor risk signals on the Active risk signals page. See the [Risk portfolio dashboard](https://servicenow-prod.fluidtopics.net/efzht~agKu_R9PT6h4yNug "Get an overall view of all active risks, top risk categories, and the risk scope of all engagements with which you’re associated.") for details.