Create a success outcome

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

    • Create a success outcome that can be used to measure the achievement of a success objective.

    Before you begin

    Role required: sn_acct_lc.ale_success_agent

    About this task

    Success outcomes are measurable components of success objectives. Success outcomes are both measurable and actionable and can be monitored either within the ServiceNow AI Platform or through 3rd party integration tools.

    Procedure

    1. Navigate to Workspace > CSM/FSM Configurable Workspace and select the List icon.
    2. Navigate to the Customer Success > All Outcomes and click New.
    3. On the form, fill in the fields.
      Table 1. Success outcome form
      Field Description
      Number System generated unique number for the onboarding case record.
      Account The account number of the enterprise customer associated with the account.
      Success objective Select the success objective with which this outcome should be associated. This is a mandatory field.
      Owner The internal person responsible for tracking the achievement of this outcome.
      State State of the success outcome. This can be:
      • New
      • In progress
      • Paused
      • Canceled
      • Closed
      Progress Current progress of this outcome. This can be:
      • Not Started
      • On-Track
      • At Risk
      • Paused
      • Completed
      • Canceled
      Priority Priority of this outcome in comparison to others. This can be:
      • Critical
      • High
      • Medium
      • Low
      • Very Low
      Planned start Date which the work towards this outcome is scheduled to start.
      Planned stop Date which the work towards this outcome is scheduled to stop.
      Title Enter a title for this outcome. This is a mandatory field.
      Watch list Select the users who should be notified of any updates to the outcome.
      Work notes list Select the users who should be notified of any updates to the worknotes.
      Description Enter a description for this outcome. This is a mandatory field.
      Work notes Any internal notes regarding this outcome.
      Unit Unit of measurement of this success outcome.
      Tracking method Tracking method for this outcome.
      • Manual: Enter the measurement unit and values manually.
      • Metric: Select a metric from the list. The values are populated automatically if the data source and context engine mapping has been configured.
        Note:
        The metric values are automatically populated if:

      Data source context mapping

      Context engine mapping
      Base value Starting point or base value for this outcome.
      Target value Target value that is to be achieved.
      Current value Current value of the success outcome.
    4. Click Save to create a new success outcome.