---
sourceDocument: Zurich Customer Success Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/acct-lifecycle-events

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Customer Success Management

ft:clusterId :

    - actle

bundleId :

    - actle

workflow :

    - Customer and Industry


---

# Touchpoint planner

# Touchpoint planner {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

The touchpoint planner shows a calendar view of different touchpoints across all accounts associated with the customer success manager.  
Note:  
* Engagements can be viewed by the engagement account manager, customer success manager, or squad member associated with the engagement.
* Touchpoints can be viewed by the engagement account manager, customer success manager, or squad member assigned to the touchpoint.
* Meeting can be viewed by the engagement account manager, customer success manager, meeting organizer, or squad member assigned to the touchpoint.
{#account-lifecycle-touchpoint-planner__ul_kvw_pxm_c2c}  
The touchpoint planner provides a calendar view of touchpoints organized by account engagement and the type of touchpoint, priority, and status. To view the Touchpoint planner, follow these steps:

1. Login as a user with the `sn_acct_lc.customer_success_agent` role.
2. Navigate to WorkspacesCSM/FSM Configurable Workspace and select the Touchpoint planner icon on the left navigation pane.
{#account-lifecycle-touchpoint-planner__ol_uqv_3zy_12c}  

<br />

You can do the following:

* Enter a criteria in the Search field to view touchpoints and meetings that match the criteria.
* Select the icon to sort the list either by Contract value, Health score, or Last updated touchpoints.
* Select Today to view the list of touchpoints and meetings that have been scheduled for today.
* Select a date period to view the schedule for that period.
* Select Week or Month option to view the schedule for the week or for month as required.
* The time zone shows the current time zone of the logged in user.
* Select Create Touchpoint to create a new touchpoint. See [Create a touchpoint](https://www.servicenow.com/docs/g_bF2kz0fqJwoZFfalhEvA "Create a touchpoint to capture and support conversations between providers and customers during the engagement lifecycle.") for details.
{#account-lifecycle-touchpoint-planner__ul_ryh_5zy_12c}

*[\>]: and then