--- 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 --- # Initial setup # Initial setup {#ariaid-title1} Release version: Yokohama Updated January 30, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Initial Setup The Initial Setup phase in the onboarding process is designed to collect essential information required to successfully onboard a customer. This includes identifying the onboarding manager, key customer contacts, and internal and external stakeholders along with their responsibilities. Show full answer Show less ## Key Activities * **Select account:** Choose the customer account to automatically generate a new account onboarding case. If generated from an existing case, the field is auto-populated. * **Enter onboarding related info:** Provide mandatory details such as the assigned provider agent, Service Exchange integration type (None, Remote catalog, Remote task, or Foundation data sync), onboarding type (Phased or Full), and the Go live date. The system automatically updates the onboarding case's State and Stage fields based on predefined mappings. * **Add customer team:** Create customer contacts by entering their first name, last name, and email. Mark this step complete to proceed. * **Add customer team responsibilities:** Assign predefined user roles as responsibilities to each added customer contact. Completion triggers automatic emails identifying the primary contact and key team members. * **Add account team:** Add internal service provider team members, including the ServiceNow administrator, and assign predefined user roles. Completing this sends notification emails to all team members. By default, all tasks are assigned to the ServiceNow administrator. * **Add squad (optional):** Include squad members involved in completing onboarding tasks. ## Field Mapping and Automation The onboarding process includes automated field updates to streamline case management: * **Account onboarding cases:** Updating the Stage field automatically adjusts the State field according to predefined mappings (e.g., New maps to Not started/At risk, Active maps to On track/At risk). * **Account onboarding case tasks:** Changing the State field automatically updates the Progress field (e.g., Open maps to Not started, In Progress maps to On track/At risk). If using earlier versions of the Account Lifecycle Events application, customers should follow specific instructions to correct field mappings. ## What This Enables ServiceNow customers can use this structured Initial Setup phase to efficiently organize and document all necessary contacts and responsibilities, ensuring clarity and accountability throughout the onboarding process. The automated field mappings and notification emails help keep all stakeholders informed and aligned, facilitating a smoother onboarding experience. This phase is meant to gather the initial information needed to successfully onboard a customer. For example, gathering core information such as onboarding manager, key customer contact, internal and external stakeholders, their responsibilities, and so on. {#account-lifecycle-use-playbook-initiate__table_ghf_3n4_1yb__entry__2} | Activity | Details | |-|-| | Select account | When you select the customer account, a new account onboarding case is generated. Note: If the account onboarding case was generated from a case, this field is auto populated. Click Continue to go to the next activity. | | Enter onboarding related info | The next activity in the playbook involves gathering onboarding related information. The mandatory fields to be entered are: * Assigned to: Select the provider agent who is working on this case. * Service Exchange integration: Select one of the following options: * Not required: No Service Exchange integration is required. * Remote catalog: A Service Exchange integration for the remote catalog feature is required. * Remote task: A Service Exchange integration for the remote task feature is required. * Foundation data sync: A Service Exchange integration for the foundation data sync feature is required. {#account-lifecycle-use-playbook-initiate__ul_ffy_3sy_dyb} * Type: Select one of the following: * Phased: A specific part of the onboarding process for this customer is managed through this Account Lifecycle Events onboarding case. * Full: The entire onboarding process for this customer is by this Account Lifecycle Events onboarding case. {#account-lifecycle-use-playbook-initiate__ul_l2l_fvy_dyb} * Specify the Go live date and select Mark complete to proceed with the next activity. {#account-lifecycle-use-playbook-initiate__ul_j4j_dcp_1yb} Note: The State field is set to New for a new record. If this field is updated, the Stage field is automatically updated based on the predefined mapping. This mapping is also available for account onboarding case tasks between the Progress and State fields. See [Field mapping for account onboarding cases and case tasks](https://servicenow-prod.fluidtopics.net/d07185MhC5hZfEBOO6ntWw#account-lifecycle-use-playbook-initiate__section_sm3_qlk_1cc) for details. | | Add customer team | Add the customer contacts who will work on the account onboarding case. * Enter the First name, Last name, Email address and click Add to create a new customer contact. * Select Mark complete to move to the next step. {#account-lifecycle-use-playbook-initiate__ul_hzc_hcp_1yb} | | Add customer team responsibilities | Assign responsibilities to each of the customer contacts that have been added. * Select the Contact you've added in the previous step. * In the Responsibility field, select one of the predefined user roles and click Add to assign responsibility for the customer contact. * Click Mark complete to move to the next step. {#account-lifecycle-use-playbook-initiate__ul_icq_b2p_1yb} When this step is completed, two emails are automatically generated. The first email identifies the primary point of contact for the account onboarding case. The second email identifies the key team members participating in the onboarding process. | | Add account team | Add and assign responsibilities to the internal team members (service providers) working on the account onboarding case. This includes the ServiceNow administrator handling the case. After the account is added, an email is sent to all the team members. * Select a predefined user role in the Responsibility field. * Select a user who is assigned this role and click Add to assign responsibility to the team member. * Click Mark complete to move to the next activity. {#account-lifecycle-use-playbook-initiate__ul_mhk_5gp_1yb} Note: By default, all tasks in the playbook are assigned to the provider's ServiceNow administrator. | | Add squad | Add the squad members who will be involved in completing the onboarding case and other activities. This is an optional activity. Click Mark complete to move to the next stage. | [ ] {#account-lifecycle-use-playbook-initiate__table_ghf_3n4_1yb} After the Initial Setup stage has been completed, the case information, account, customer, and squad team member information you have added is displayed in the left panel. ## Field mapping for account onboarding cases and case tasks {#account-lifecycle-use-playbook-initiate__section_sm3_qlk_1cc} For account onboarding cases, when the Stage field is updated, the State field is automatically updated based on the mapping shown below:{#account-lifecycle-use-playbook-initiate__table_uqf_gmk_1cc__entry__2} | State | Stage | |-|-| | New | Not started, At risk | | Unassigned | Not started, At risk | | Active | On track, At risk | | Blocked | Paused, At risk | | Closed | Finished | | Canceled | Finished | [Table 1. Account onboarding case mapping between State and Stage fields] {#account-lifecycle-use-playbook-initiate__table_uqf_gmk_1cc} For account onboarding case tasks, when the State field is updated, the Progress field is automatically updated based on the mapping shown below:{#account-lifecycle-use-playbook-initiate__table_bdn_1nk_1cc__entry__2} | State | Progress | |-|-| | Open | Not started | | Awaiting customer | Paused, At risk | | Awaiting internal | Paused, At risk | | In Progress | On track, At risk | | Review | On track, At risk | | Closed | Finished | | Canceled | Finished | [Table 2. Account onboarding case task mapping between State and Progress fields] {#account-lifecycle-use-playbook-initiate__table_bdn_1nk_1cc} If you are using an earlier version of the Account Lifecycle Events application, follow the instructions in [KB1651427](https://support.servicenow.com/kb?id=kb_article_view&sys_kb_id=87a1689247a34e1077748d01426d4308) to correct the mapping between these fields.