Account Lifecycle Events release notes

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Account Lifecycle Events release notes

    The ServiceNow® Account Lifecycle Events application streamlines account onboarding by defining and tracking objectives, mitigating risks, and increasing renewal rates. The Xanadu release introduces enhancements that improve customer experience, data handling, and customer success management.

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    Key Features

    • Account onboarding playbook: Provides structured workflows with clear onboarding status, progress tracking, and task assignment instructions to various stakeholders.
    • Account onboarding home page: Enables users to monitor onboarding cases, including tasks and risks, assigned to them.
    • Data import and validation: Supports bulk file uploads to staging tables, configurable data sources and transforms via Data Import Builder, and field/record-level validations through Data Validation Assist, including 8 pre-configured validations.
    • Recommended actions for account onboarding: Offers contextual guidance and decision trees to help agents navigate and troubleshoot onboarding processes effectively.
    • Customer Service Portal integration: Allows viewing of onboarding case records and tasks within the Consumer Service Portal for enhanced transparency of the onboarding journey.
    • Customer Success management: Facilitates engagement with customers through success plays, risk mitigation, and opportunity identification for expansions and renewals. Users can monitor engagements, renewals, and success cases on a dedicated landing page and create manual or automated success workflows.

    Activation and Related Applications

    Account Lifecycle Events is available through the ServiceNow Store and requires installation via request. It integrates well with the Customer Service Management (CSM) application, which automates onboarding and case monitoring to enable proactive customer service delivery.

    The ServiceNow® Account Lifecycle Events application helps you streamline your onboarding process, define and track objectives and outcomes, identify and mitigate risks, and increase renewal rates. Account Lifecycle Events was enhanced and updated in the Xanadu release.

    Account Lifecycle Events highlights for the Xanadu release

    • Improve customer experience with process-based playbooks for onboarding cases.
    • View onboarding cases and case tasks on the Customer Service Portal.
    • Improve data capture and validation with the Data Import Builder and Data Validation Assist features.
    • Define and measure business outcomes with documented success plans to promote value.
    • Create customer engagements and monitor their health and evaluate progress.

    See Account Lifecycle Events for more information.

    Important:
    Account Lifecycle Events is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

    New in the Xanadu release

    Account onboarding playbook
    Manage your account onboarding with the Account Lifecycle Events playbook, which contains activity definitions for onboarding workflows that include key details such as onboarding status and progress, and shares clear instructions on when tasks should be delivered to various stakeholders.
    Account onboarding home page
    Monitor onboarding cases assigned to you, including case tasks, data capture tasks, and associated risks.
    Data import and validation
    • Upload and process multiple files to the staging table simultaneously.
    • Use the Data Import Builder to configure data sources and transform maps for importing data.
    • Perform field and record level data validations in the Data Validation Assist table. Additionally, 8 pre-configured field level validations are also available with the base system.
    Recommended actions for account onboarding
    Provide guidance and recommended actions to the user based on the context of the current record so agents can take appropriate actions as required. Additionally, agents can use guided decision trees to navigate and troubleshoot the onboarding process.
    View account onboarding cases in the Consumer Service Portal
    View Account Lifecycle Events onboarding case records or case task records on the CSM portal to see details of the Account Lifecycle Events onboarding journey.
    Improve adoption and reduce attrition with Customer Success
    Use the Customer Success feature to engage with your customers, mitigate risks by running success plays, and identify opportunities for expansion and renewals.
    • Monitor your success portfolio on the Success landing page. View the status of your current engagements, upcoming renewals, and new engagements.
    • View engagement details including success initiatives, success blueprint, and monitor your success cases.
    • Create success plays and success blueprints to define manual or automated activities using the workflow launcher.

    Activation information

    Install Account Lifecycle Events by requesting it from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

    Related ServiceNow applications and features

    Customer Service Management
    The Customer Service Management (CSM) application enables you to automate your onboarding and case monitoring processes and provides service agents with visibility into the customer systems and tools that they need to deliver proactive services to your customers.