0
6.3.2
Australia Patch 1, Australia, 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 delivers a unified Touchpoint data model, AI Web Agent enablement for customer experimentation, accessibility upgrades, and a set of productivity enhancements that help Customer Success Managers work faster and more proactively.
- General CSM improvements — Auto-initiation of Success Initiatives, outcome templates enriched with metric data, AI-driven search, internal-only touchpoints, and play sequencing.
- Unified Touchpoint data model — Touchpoint tables migrated to the new CRM Touchpoint for a unified, scalable, CRM-aligned data architecture.
- AI Web Agents enabled for customer experimentation — Customers can now experiment with prompt-driven and show-me-once agent models on their own CSM workflows.
- Accessibility — WCAG 2.2 AA + 400% zoom/reflow support — CSM now meets the accessibility bar for this release.
Plugin Dependencies
- Customer Service Install base Management [install base 3.2.0]
- Customer Service Case Type [3.0.1]
- Playbook Experience [sn_playbook_exp 28.0.7]
- Technology Core [sn_ti_core 3.6.0]
- Playbooks for Customer Service Management [sn_csm_playbook 6.0.0]
- Guided Decisions Experience [sn_ga_exp 34.0.1]
- Record Related Items Connected [2.1.0]
- Context Map Engine [sn_data_ctx_engine 2.3.8]
- Touchpoint Meetings [sn_meeting_mgmt 2.5.0]
- Now Assist for TMT for GEN AI capabilities
- Roadmap Planner [sn_roadmap : 22.12.0]
- Document Management [com.snc.platform_document_management:sys]
- Customer Central [29.0.1]
Data Import Builder availability:
- Yokohama and above