Exploring account onboarding
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Summary of Exploring Account Onboarding
The account onboarding solution in ServiceNow provides technology industry providers with a structured and repeatable process to onboard new customer accounts efficiently. It enhances collaboration, transparency, and insight for both internal staff and external customers involved in the onboarding journey. This solution includes a playbook template, a dedicated onboarding case type, and specific case tasks that guide and automate the onboarding workflow.
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Key Features
- Playbook: A preconfigured template designed to help service providers build and tailor a repeatable onboarding process that aligns with specific business needs. It presents the workflow visually, broken down into stages and activities, enabling users to track progress easily. The playbook is built using the Process Automation Designer for flexibility and can be saved and resumed at any time.
- Onboarding Cases: Centralized records created automatically when a customer account is set up. These cases allow onboarding managers to assign tasks, automate workflows, and capture important data throughout the onboarding lifecycle.
- Case Tasks: Defined tasks within onboarding cases that internal and external stakeholders use to monitor actions, next steps, and risks, ensuring a transparent and organized onboarding process.
- Data Import: Capabilities to import, manage, and publish data collected from various stakeholders, streamlining data handling within the onboarding workflow.
Process Workflow
The onboarding workflow begins when a Customer Service Management agent creates a customer account, which triggers the automatic creation of an onboarding case. The onboarding manager then launches the playbook to manage the entire process, moving through sequential stages and activities while tracking status and data entries via the contextual side panel. The playbook’s design promotes task-oriented progression and ensures all onboarding steps are completed methodically.
The account onboarding solution enables technology industry providers to define a structured, repeatable, onboarding experience. It enables collaboration, transparency, and insight for both internal staff members and external customers involved in the onboarding process.
The account onboarding solution includes a playbook, an accounting onboarding case type, and defined case tasks that support this important process. You can use the playbook as a template or as a starting hover over build your onboarding experience.
- Playbook: A playbook that serves as a starting point to build a repeatable onboarding process that meets business requirements.
- Onboarding cases: A central record for the onboarding team including dedicated tasks to assign work, automate, and capture data.
- Case tasks: Case tasks that can be used by internal and external stakeholders to track actions, next steps, and risks needed for the onboarding workflow to be completed.
- Data import: Import, manage, and publish data gathered from internal and external stakeholders.
Account onboarding playbook
The account onboarding playbook has preconfigured activities to help bootstrap the creation of the onboarding experience. Within the playbook, there are five core activities that can be reused to create a number of actions across the whole workflow. The playbook serves as a template and can be configured by service providers to meet their business requirements.
The playbook visualizes a workflow in a simple, task-oriented view. The workflow for the account onboarding playbook is created using the Process Automation Designer and can be configured based on your requirements. See Configure the account onboarding playbook using Playbooks for details. The playbook is divided into multiple stages or lanes.
As you mark an activity complete in a stage, you move to the next activity. You can save an activity at any time and return to the playbook later. After you complete all the activities in a lane, you move to the next lane. As you complete activities and lanes, the status is reflected in the contextual side panel. An Activity log in the contextual side panel shows all the data that you’ve entered for each activity. For more details on playbooks, see Playbook layout and features.
Account onboarding workflow
- The Customer Service Management agent creates a customer account. This task automatically creates an account onboarding case.
- The account onboarding playbook is launched.
- The case is managed by the onboarding manager who uses the playbook to manage the end-to-end workflow.