Account Lifecycle Events release notes
Summarize
Summary of Account Lifecycle Events release notes
The ServiceNow® Account Lifecycle Events application, enhanced in the Yokohama release, helps you streamline customer onboarding, track success objectives, manage risks, and improve renewal rates. It centralizes customer interactions and integrates with external CRM platforms, enabling a holistic view and management of the customer engagement lifecycle.
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Key Features
- Health Framework: Define and measure key business and operational indicators to assess the overall health and stability of customer engagements.
- Risk Framework: Centralize the tracking and monitoring of relational risks to proactively reduce customer turnover by identifying risk signals and implementing remediation plans.
- Success Blueprint Builder: Create standardized templates for success objectives and outcomes, prioritizing those that deliver the greatest customer impact.
- Success Initiative Roadmap: Visualize success initiatives on a timeline, tracking their status, timing, and priority.
- Touchpoints Enhancements: Manage all customer interactions such as meetings and emails using the touchpoint planner to ensure timely and effective communication.
- Case Summarization with Generative AI: Automatically generate high-level summaries of onboarding cases, engagements, and touchpoints to improve situational awareness.
- UI Enhancements:
- Success Portfolio Dashboard: Provides visibility into the overall health and trends of a customer success manager’s portfolio.
- Engagement Home Page: Offers a high-level overview of engagement status, health scores, issues, and progress on objectives and outcomes.
- Data Import Enhancements: Facilitate bulk data import and quick resolution of import errors to optimize onboarding efficiency.
- CRM Integration: Connect your ServiceNow instance with external CRM platforms to synchronize customer engagement data throughout the lifecycle.
Activation and Availability
Account Lifecycle Events is available for installation through the ServiceNow Store. Customers must request installation via the store to activate the application. Refer to the ServiceNow Store for detailed version history and additional app information.
Related Applications
Integrate with Customer Service Management to automate onboarding, case monitoring, and provide service agents with comprehensive visibility into customer systems and tools, enhancing proactive service delivery.
The ServiceNow® Account Lifecycle Events application helps you to streamline your onboarding process, define and track objectives and outcomes, identify and mitigate risks, and increase renewal rates. Account Lifecycle Events was enhanced and updated in the Yokohama release.
Account Lifecycle Events highlights for the Yokohama release
- Define, measure, and track the overall health of an engagement and monitor risk signals and issues.
- Manage all customer interactions in a single place and organize them with the touchpoint calendar.
- Create templates to define common success objectives and outcomes and associate them with a product.
- Use ServiceNow Otto for Telecommunications, Media, and Technology (TMT) to summarize account onboarding cases, engagements, and touchpoints.
- Integrate your ServiceNow instance with external Customer Relationship Management (CRM) platforms during the engagement life cycle.
See Account Lifecycle Events for more information.
New in the Yokohama release
- Health framework
- Define the key business and operational indicators and their impact on the overall health of an engagement. You can provide insights that help identify the trends and determine if the engagement is stable.
- Risk framework
- Centralize, track, and monitor the relational risks so that you can reduce customer turnover. You can identify risk signals and create repeatable remediation plans.
- Success blueprint builder
- Create standardized objectives and outcomes for an engagement. Your customer success managers can prioritize the requirements and identify the outcomes that provide the maximum customer impact.
- Success initiative roadmap
- Create a timeline view of the success initiatives and view the status, timing, and priority of these activities.
- Touchpoints enhancements
- Use a touchpoint to track and manage your customer interactions through meetings and emails. With the touchpoint planner, you can help to ensure that all customer interactions and related activities are taking place on time with expected results.
- Case summarization for onboarding cases, engagements, and touchpoints
- Use generative AI to get a high-level summary of the status of your engagements, onboarding cases, and touchpoints.
UI changes
- Success portfolio
- The Success portfolio dashboard provides visibility into the overall health of a customer success manager's portfolio. With this dashboard, you can view the health of an engagement, individual indicators, health and risk trends, and touchpoints.
- Engagement page enhancements
- Use the engagement home page to see a high-level overview of an engagement. You can also view the current health score, identify issues, and monitor objectives and outcomes.
- Data import enhancements
- Optimize the onboarding process by importing and publishing a large amount of data and resolve any errors or issues quickly.
Activation information
Install Account Lifecycle Events by requesting it from ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.