---
sourceDocument: Yokohama Account Lifecycle Events
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/acct-lifecycle-events

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Account Lifecycle Events

ft:clusterId :

    - actle

bundleId :

    - actle

workflow :

    - Customer and Industry


---

# Create an internal play playbook record

# Create an internal play playbook record {#ariaid-title1}

Release version: Yokohama  
Updated January 30, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
Create an internal play to define a planned or unplanned activity during the engagement lifecycle.

## Before you begin

Role required: sn_acct_lc.ale_success_agent

## About this task

An internal play is used to monitor internal activities that the customer does not have access to during the engagement lifecycle. For example, the renewal phase of a contract can be triggered 90-120 days before it is due to
expire. This can launch a series of planned internal actions that can increase the chances of the contract being renewed or extended. An internal play can contain one or more sub-tasks and follows a playbook with predefined
activities.

## Procedure

1. Navigate to WorkspaceCSM/FSM Configurable Workspace and select the List icon.
2. Navigate to the Customer SuccessAll Internal Plays and click New.
3. On the form, fill in the fields.  
   {#account-lifecycle-create-internal-play__table_olw_rwv_zbc__entry__2}

   | Field | Description |
   |-|-|
   | Number | System generated unique number for the onboarding case record. |
   | Account | The account number of the enterprise customer associated with the account. |
   | Engagement | The engagement record to which the internal play is related. |
   | Assigned to | The key internal team member responsible for this internal play. |
   | Squad | The team supporting this account for achieving both value and success. |
   | State | State of the internal play. This can be: * New * In progress * Paused * Canceled * Closed {#account-lifecycle-create-internal-play__ul_xcb_gmw_zbc} |
   | Progress | Current progress of this internal play. This can be: * Not Started * On-Track * At Risk * Paused * Completed * Canceled {#account-lifecycle-create-internal-play__ul_v54_pmw_zbc} |
   | Priority | Priority of this internal play in comparison to others. This can be: * Critical * High * Medium * Low * Very Low {#account-lifecycle-create-internal-play__ul_zth_ymw_zbc} |
   | Due date | Date by which the internal play should be completed. |
   | Short description | Enter a short description for this internal play. This is a mandatory field. |
   | Watch list | Select the users who should be notified of any updates to the internal play. |
   | Work notes list | Select the users who should be notified of any updates to the worknotes. |
   | Description | Enter a description for this internal play. This is a mandatory field. |
   | Work notes | Any notes to internal team members regarding this internal play. |
   [Table 1. Internal play form]

   {#account-lifecycle-create-internal-play__table_olw_rwv_zbc}
4. Click Save to create a new internal play.
{#account-lifecycle-create-internal-play__steps_cqm_tbx_zbc}

## What to do next

* Create internal play tasks to define tasks that should be performed when an internal play is launched. See [Create an internal play task](https://servicenow-prod.fluidtopics.net/dFeE69CODLO7cw2~1ARQQA "Create an internal play task that must be performed when the internal play is launched. An internal play task must have a clear purpose and specifies the activity that must be performed. It is not visible to customers.")
* Click Discuss to start a sidebar discussion about this internal play. 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 internal play. Click Open record and start the discussion. When the discussion has been completed, you can see the details in the Activity stream.
* Email: Open the Activity stream and select Email from the More drop down list. Enter the required details and click Send email.  
  Note:  
  You can send emails only to the team members associated with the account.
{#account-lifecycle-create-internal-play__ul_b21_npk_sdc}.

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