---
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


---

# Set up the account onboarding playbook

# Set up the account onboarding playbook {#ariaid-title1}

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

Use the account onboarding playbook to import, stage, manage, and publish account data.  
Note:  
Some features in the account onboarding playbook are not working correctly. To address this issue, you must install Playbook Experience 26.1.2 from the ServiceNow Store. For more details on the issues, see [KB1651378](https://support.servicenow.com/kb?id=kb_article_view&sys_kb_id=79e2c24e4763ca1077748d01426d4319).  
An account onboarding case is created in two ways:

* When a customer account is created, the Creation of account onboarding case flow is initiated and an account onboarding case is generated. You can configure various tasks in the playbook that involve identifying the key people handling the case, import data, and create collaborative tasks.
* If a customer account exists, and the account onboarding is being done in a phased manner, you can create one or more account onboarding cases from the List view. See [Create an account onboarding case](https://servicenow-prod.fluidtopics.net/sOTpZHAgnfkbBcc3q32DYQ "When the customer service agent creates an account, an account onboarding case is generated.") for details.
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When you open the account onboarding case, you're directed to the first activity in the Initial setup stage. While working on the activities, you can view:

* The entire playbook process in the horizontal stage picker.
* The activities in each stage in the stacked playbook activity view.
* Related items, activity stream, and recommended actions in the contextual side panel. Select the links in the Related items card to navigate to the record page.
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The Account Lifecycle Events playbook includes the following stages and activities that can be used in the account onboarding process.

* [Initial setup](https://servicenow-prod.fluidtopics.net/CR47jyna4iM6Q4sEXzNU8A "This phase is meant to gather the initial information needed to successfully onboard a customer. For example, gathering core information such as onboarding manager, key customer contact, internal and external stakeholders, their responsibilities, and so on.")
* [Data capture and validation](https://servicenow-prod.fluidtopics.net/FSDlBOqyiSkwOrQjPqaNpA "This phase is meant to gather the necessary information about the account such as support contacts, locations, sold products, entitlements, and so on.")
* [Development and automation](https://servicenow-prod.fluidtopics.net/VU99vxRfm_WFWZ1Zl3aSfw "This phase is meant to track important activities such as setting up account relationships, maintenance schedules, defining SLAs, Service Exchange installation (if required), and ensuring that they are completed.")
* [Testing and training](https://servicenow-prod.fluidtopics.net/K4R6D0lVTyuImIHFXUmHtA "This phase is meant to ensure that customers have been involved in testing and have received adequate training. This ensures that all the steps are complete before the go-live date.")
* [Go-live and post support](https://servicenow-prod.fluidtopics.net/o1kumG6MVXbytwB~OZgk3w "This step is meant to ensure that all steps are complete before the go-live date and resolve any outstanding issues.")
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