Engagement home page

  • Release version: Yokohama
  • Updated January 30, 2025
  • 3 minutes to read
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    Summary of Engagement home page

    The Engagement home page in ServiceNow provides a comprehensive view of an engagement, including details about stakeholders, touchpoints, initiatives, and blueprints. It is accessible to users with thesnacctlc.alesuccessagentrole via the CSM/FSM Configurable Workspace or the Success portfolio dashboard. This page enables you to manage and monitor engagement activities efficiently by offering several interactive options and organized information tabs.

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    Key Features

    • Discuss: Initiate sidebar discussions about the engagement by selecting participants and starting a conversation, with all discussion details tracked in the Activity stream.
    • Refresh Health: Update and view the current health score of the engagement to identify issues or gaps.
    • Create Success Play/Internal Play/Risk Signal/Success Case/Touchpoint: Access quick actions to create various playbooks, risk signals, cases, and touchpoints related to the engagement.
    • Tabbed Record Page: The engagement record page is organized into four tabs for focused information management:
      • Overview: Displays engagement health trends, contract and team details, upcoming touchpoints, risk signals, issues, and associated work items with filtering options.
      • Health: Shows the current and historical health scores with detailed metrics, targets, weights, and gap percentages, helping identify areas requiring attention.
      • Success Blueprint: Lists success objectives with key details such as due dates, contacts, and products; allows sorting by due date and filtering by objective state; includes access to the initiative roadmap.
      • Renewal and Expansion: Provides a list of active contracts related to the engagement with links to detailed contract pages.

    Practical Use for ServiceNow Customers

    This page enables ServiceNow customers to effectively track and manage engagements by providing real-time insights into engagement health, risks, and progress against success objectives. The ability to initiate discussions, refresh health scores, and create playbooks directly from the engagement page streamlines collaboration and proactive management. By leveraging the detailed tabs, customers can maintain clear visibility into contract status, team involvement, and upcoming activities, empowering them to drive customer success and support renewal and expansion efforts efficiently.

    This page provides detailed information of an engagement including internal and external stakeholders, upcoming touchpoints, initiatives, and blueprints.

    To view this page, follow these steps:
    1. Login as a user with the sn_acct_lc.ale_success_agent role.
    2. Navigate to Workspaces > CSM/FSM Configurable Workpace and select the List icon.
    3. Navigate to Customer Success > All Engagements and click Number column to open the engagement record. You can also navigate to this page from the Success portfolio dashboard.
    The following options are available:
    • Discuss: Click Discuss to start a sidebar discussion about this engagement. In the popup window, select the participants who need to participate in the discussion, enter a brief message, and click Start discussion. A window appears with a link to the record for this engagement. Click Open record and start the discussion. When the discussion has been completed, you can see the details in the Activity stream.
    • Refresh Health: Click this option to update the health score for this engagement.
    • Create success play: See Create a success play
    • Internal play: See Create an internal play playbook.
    • Risk signal: See Create a risk signal.
    • Success case: See Create a success case playbook.
    • Touchpoint: See Create a touchpoint.
    The Engagement record page contains the following tabs:
    • Overview
    • Health
    • Success blueprint
    • Renewal and expansion

    Engagement page

    Overview (engagement)

    This tab provides a high level overview of the engagement. It includes the following details:
    • Header: The header section shows the health score of the engagement over the last 6 weeks and the last active touchpoint.
    • Engagement details: Shows the contract value, engagement stage, go-live date, account with which it is associated, and the renewal date. Click the Edit icon to modify the engagement details and click Save.
    • Customer team: Shows the key customer contact you have specified for this engagement. This information is also displayed in the Related Items section under Applicable Customer Teams.
    • Squad: Shows the squad members associated with the engagement.
    • Account team: The team members handling the account. This information is also displayed in the Related Items section under Applicable Account Teams.
    • Upcoming touchpoints: Shows any upcoming touchpoints for this engagement. Click the link to drill down to the Touchpoint record page.
    • Risk signals and issues: Shows any new, overdue, high priority, or unaddressed risks or issues.
    • Work items: This section shows the activities and tasks associated with this engagement. You can sort the list by Priority or Due Date. You can view all the work items or view items belonging to a specific category by selecting one of the following filters from the View drop down list:
      • Internal plays
      • Internal play tasks
      • Success case
      • Success initiative
      • Success task

      To filter this list further, click one of the work items filters like New, Blocked, and so on to view specific items in the list.

    Health

    In this tab, you can see the current health score and the health of the engagement over the last twelve weeks. This helps identify gaps and issues that need attention. Click Refresh Health to view the updated health score.


    Engagement health score

    In the Indicators section, you will see the metrics used to calculate the health score for this engagement. See Setup the engagement health definition. For each metric, you will the target score, weight, and gap percentage. Click the Sort by option to sort the metrics listed by score, weight, and gap.

    Success blueprint

    In this tab, you can view the success objectives associated with this engagement. You can view the high level details of each success objective including Due date, Start date, Key contact, Assigned to, and Products. If the success blueprint has not been defined, click Create success blueprint. See Create a success blueprint for instructions on creating a success blueprint. You can do the following:
    • Sort by: You can sort the list by Due date of the objectives.
    • View by State: Select one of the states from the drop down list. This can be:
      • All
      • In Progress
      • Paused
      • Closed
      • New
      • Canceled
    • Click the icon to drill down to the Success objective record page.
    • View initiative roadmap: Click this link to view the success initiative roadmap which the engagement details including the current health, stage, and the next renewal date for the engagement.

    Renewal and expansion

    In this tab you can view a list of all active contracts associated with this engagement. You can view the high level details of each contract and click the link to drill down to the Contract page.