Set up the account onboarding playbook
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.
An account boarding 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 for details.
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.
The Customer Success Management playbook includes the following stages and activities that can be used in the account onboarding process.