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 includes two features: PAR Versioning and Use Case Access Control.
PAR Versioning — Data Model Foundation
Product Achievement Records can now track which published version is currently active. This release introduces the foundational versioning layer — each record can reference its current version, and immutable snapshots are stored with metadata, lineage, and notes, protected by role-appropriate access controls. All future PAR Versioning capabilities build on this foundation.
Use Case Access Control — Granular Role Family
Use Case access is now managed through a dedicated role family, independent of broader capability roles. Previously, capability access automatically carried over to Use Case tables, creating unintended over-privilege. Administrators can now grant or revoke access to Base Use Case, Supported Use Case, and Use Case Solution Map independently — without affecting any other capability permissions.
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