0
6.6.3
Australia Patch 4, Australia Patch 1, Australia, Zurich Patch 10, Zurich Patch 8, Zurich Patch 7, Zurich Patch 4, Zurich, Yokohama Patch 10, Yokohama Patch 9, Yokohama Patch 6, Yokohama Patch 5, Yokohama, Xanadu Patch 9, Xanadu
Standalone Application
The ServiceNow® Customer Success Management application empowers Technology, Media, and Telecom (TMT) providers to streamline, automate, and measure every stage of the enterprise customer lifecycle—from onboarding and adoption to ongoing value realization and renewals. By embedding workflow automation directly into customer success operations, it enhances customer experiences, accelerates time to value, and strengthens ROI. The solution also unifies account, sales, and delivery teams on a single platform, enabling seamless collaboration, consistent execution, and data-driven decision-making across the entire customer journey.
Unified Post-Sales Automation for Enterprise Customer Success
- Purpose-built data model for enterprise onboarding and customer success, spanning engagements, objectives, outcomes, initiatives, touchpoints, and risks.
- PAD-driven playbooks and reusable activities to automate onboarding, adoption, and renewal workflows end-to-end.
- Integrated workspace experiences delivering unified health, usage, timelines, and risk insights for CSMs and leaders.
This release brings Customer Discovery Healthboard data directly into Engagements, lays the data foundation for the Engagement AI Agent, and tightens security and access control across the app.
- Customer Discovery integration — Business Challenges, Business Needs, Business Expectations, and Customer Use Cases from Customer Discovery Healthboard are now visible within Engagements via a new Customer Use Cases related list, with owner, complexity, and product capability context surfaced alongside each engagement. Existing CSM roles automatically inherit the corresponding Discovery Viewer and Writer permissions — no manual role reassignment required.
- Engagement AI Agent — The data access layer for the Engagement AI Agent is now in place, exposing sold products, contract links, and segment configuration as context inputs to the agent runtime. The integration is plugin-gated and has no impact on deployments that do not activate the Customer Success AI Agent plugin.
- Access control hardening — An ACL bypass in the Leadership Adoption data broker has been closed so that the Adoption tab's visualization data is restricted to CSM roles. Field-level query range for the Customer Success Viewer role is now tightened on Touchpoint, Success Initiative, and Success Case to exclude internal-only fields such as work notes.
- Security compatibility — Related list candidate filtering now uses GlideRecordSecure. Performance — A query-layer regression that slowed Touchpoint, Success Case, Risk Signal, Success Task, and Contract list pages under high data volumes has been resolved.
Plugin Dependencies
- Document Management [com.snc.platform_document_management:sys]
- Customer Service Install Base Management [sn_install_base 4.8.1]
- Playbook Experience [sn_playbook_exp 29.4.2]
- Playbooks for Customer Service Management [sn_csm_playbook 6.5.1]
- Technology Core [sn_ti_core 3.8.4]
- Guided Decisions Experience [sn_ga_exp 43.0.0]
- Record Lookup [sn_record_lookup 28.0.2]
- Record Related Items Connected [2.2.0]
- Context Map Engine [sn_data_ctx_engine 3.3.2]
- Touchpoint Meetings [sn_meeting_mgmt 2.8.5]
- Roadmap Planner [sn_roadmap 22.13.1]
- Calendar [sn_calendar 27.0.1]
- Products and Portfolios Core [sn_prod_cap_core 2.2.2]
- Now Assist for TMT for GEN AI capabilities
- Customer Central [30.4.1]
- Customer Service Case Types [sn_csm_case_types 4.3.1]
- CSM Action Status [sn_csm_act_stat 2.0.2]
- Dynamic Planner [sn_dpr 2.5.0]
- Workspace for Customer Service Management [sn_csm_wrkspc 26.3.3]
- Customer Discovery Hub [sn_cust_disc_hb 1.2.2]
- CRM Touchpoint [sn_crm_touchpoint 1.3.0]
- Action Status [sn_action_status 2.1.0]
Data Import Builder availability:
Australia and above