Configuring Customer Engagement Sequences

  • Release version: Xanadu
  • Updated July 31, 2025
  • 1 minute to read

    • Plan and configure your implementation of Customer Engagement Sequences.

    Configuration overview

    1. Install Customer Engagement Sequences

      You can install the Customer Engagement Sequences application (com.sn_crm_sequence) if you have the admin role. The application installs related ServiceNow® Store applications and plugins if they are not already installed. Install Customer Engagement Sequences on the ServiceNow instances in all of your environments:

    2. Create a customer engagement sequence

      Create a customer engagement sequence from the CSM Configurable Workspace. Specify trigger and exit conditions, and add activities to create a guided experience for your sales representatives to engage with their prospects and customers.