Create an engagement

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read

    • Create an engagement record that centralizes all internal and external activities that are involved in the customer success journey.

    Before you begin

    Role required: sn_acct_lc.ale_success_agent

    About this task

    After the account onboarding has been completed, the next step is to create an engagement which will include the customer objectives and outcomes. An engagement acts as an umbrella record and provides internal and external stakeholders with a view of the current and historical state of the customer success journey. It also helps drive actions and workflows that are part of the customer success lifecycle.

    Procedure

    1. Navigate to Workspace > CSM/FSM Configurable Workspace and select the List icon.
    2. Navigate to the Customer Success > All Engagements and click New.
    3. On the form, fill in the fields.
      Table 1. Engagement form
      Field Description
      Number System generated unique number for the engagement.
      Account Select the account number of the enterprise customer from the list. This is a mandatory field.
      Account manager Main internal stakeholder responsible for the account.
      Customer success manager The primary internal stakeholder who is in charge of driving customer success for the account.
      Key customer contact Main external stakeholder responsible for the account.
      Squad The supporting team members handling the account.
      State State of the engagement record. This can be:
      • New
      • Define
      • In progress
      • Canceled
      • Closed
      Stage Current stage of the engagement lifecycle. This can be:
      • Initial on-boarding
      • Adoption
      • Expand
      • Renew
      • Lost
      Perceived health Perceived health of the engagement. This can be:
      • Unknown (this is the default)
      • Red
      • Yellow
      • Green
      Initial onboarding Select the initial account onboarding case associated with this account. This is a mandatory field.
      Initial go-live The customer's initial go-live date.
      Renewal date The renewal date for the customer contract.
      AI Health Monitor If this flag is enabled, the engagement health is monitored by the Monitor engagement health agentic workflow. See Now Assist for Telecommunications, Media and Technology (TMT) Monitor engagement health agentic workflow for details.
      Title Enter a title for this engagement record. This is a mandatory field.
      Watch list Select the users who should be notified of any updates to the engagement record.
      Work notes list Select the users who should be notified of any updates to the worknotes.
      Description Enter a description for this engagement record.
      Work notes Any internal notes regarding this engagement.
    4. Click Save to create a new engagement record.

    What to do next

    After you have created the engagement, you can create objectives, outcomes, touchpoints, and risk signals for the customer account associated with this engagement.