---
sourceDocument: Xanadu Account Lifecycle Events
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/acct-lifecycle-events

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Account Lifecycle Events

ft:clusterId :

    - actle

bundleId :

    - actle

workflow :

    - Customer and Industry


---

# Create a success case

# Create a success case {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

Create a success case to specify an unplanned activity required to support an engagement. Success cases can be monitored by the customer during the engagement lifecycle.

## Before you begin

Role required: sn_acct_lc.ale_success_agent

## About this task

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

## Procedure

1. Navigate to WorkspaceCSM/FSM Configurable Workspace and select the List icon.
2. Navigate to the Customer SuccessAll Success Cases and click 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 success case is related. This is a mandatory field. |
   | Contact | The key customer contact for this success case. |
   | Assigned to | The key internal team member handling this success case. |
   | Squad | The team supporting this account for achieving both value and success. |
   | Category | The category associated with this success case. This can be: * Guidance * Architecture review * Demos and POCs * Training {#account-lifecycle-create-success-case__ul_d44_y3y_zbc} |
   | State | State of the success case. This can be: * New * In progress * Paused * Canceled * Closed {#account-lifecycle-create-success-case__ul_xcb_gmw_zbc} |
   | Progress | Current progress of this success case. 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 success case 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 success case should be completed. |
   | Product | The product associated with the success case. |
   | 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 success case. This is a mandatory field. |
   | Watch list | Select the users who should be notified of any updates to the success case. |
   | Work notes list | Select the users who should be notified of any updates to the worknotes. |
   | Description | Enter a description for this success case. This is a mandatory field. |
   | Work notes | Any internal notes regarding this objective. |
   | Additional comments | Any additional information that needs to be provided to the customer. |
   [Table 1. Success case form]

   {#account-lifecycle-create-success-case__table_olw_rwv_zbc}
4. Click Save to create a new success case.  
   Note:  
   You can use response templates to provide quick responses, or copy and paste relevant information from a case. Click the Response template icon and select the response template you want to use. For more details on response templates, see \<\>.
{#account-lifecycle-create-success-case__steps_cqm_tbx_zbc}

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