---
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


---

# Success case playbook

# Success case playbook {#ariaid-title1}

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

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.  
The success case playbook consists of three stages:

* Initiate: Create a success case record for an engagement and enter the core information.
* Assist: Create success tasks related to the success case. In this stage, you can define the intended outcome, action plan, and create meetings.
* Close: Close the playbook when all the success tasks have been completed.

{#account-lifecycle-success-playbook__ul_hkg_vkg_ndc}  

For more details on the playbook layout and the different cards, 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). For instructions on how to create the success case playbook, see [Create a customer play](https://servicenow-prod.fluidtopics.net/vHImFwgqQn4YaC7CmYyynQ "Create a customer play in collaboration with customers to define planned and unplanned activities that are required to support an engagement. The customer play playbook is your starting point to configure the success processes required in your organization.").