Engagement home page

  • Release version: Zurich
  • Updated July 31, 2025
  • 7 minutes to read
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    Summary of Engagement home page

    The Engagement home page in ServiceNow's Zurich release offers a comprehensive view of an engagement, providing details about internal and external stakeholders, upcoming touchpoints, initiatives, and blueprints. Access requires thesnacctlc.customersuccessagentrole and can be reached via the CSM/FSM Configurable Workspace or the Success portfolio dashboard.

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    This page enables users to start discussions, refresh engagement health scores, and create plays, risk signals, success cases, and touchpoints directly from the engagement record.

    Engagement Record Page Tabs

    • Overview: Displays high-level engagement information such as health score trends, contract value, engagement stage, go-live and renewal dates, key customer contacts, squad and account teams, upcoming touchpoints, risk signals, issues, and work items filtered by categories like internal plays and success cases.
    • Health: Shows current and 12-week health scores with metrics, target scores, weights, and gap percentages to help identify areas needing attention. Users can refresh and sort health indicators.
    • Success Blueprint: Presents success objectives tied to the engagement, including key dates, contacts, assigned personnel, and products. Users can create or filter success objectives by their state and access the initiative roadmap.
    • Product Adoption: Provides product adoption scores over 12 weeks with visual charts and detailed views of product usage records. Filters and sorting options include customer priority, adoption score, and business criticality.
    • Renewal and Expansion: Lists active contracts linked to the engagement with drill-down capabilities to contract details.
    • Engagement Hierarchy: (Conditional) Displays the customer's engagement health overview including total engagements, contract value, risk signals, squad work status, and parent-child engagement relationships.

    Customer Timeline and Activities

    The customer timeline tracks all related activities within the engagement record, supporting 23 out-of-the-box activity types. This facilitates a detailed historical view of engagement interactions.

    Contextual Side Panel

    The side panel on the Engagement record page provides tools to assist agents in resolving customer issues efficiently:

    • Recommended Actions: AI-powered search delivers relevant resources and knowledge articles based on case descriptions, allowing filtering, sorting, and direct attachment to cases. Requires the Recommended Actions application included with the CSM Configurable Workspace.
    • Activity Stream: Displays current activities on the case record.
    • Related Items: Gives access to related lists in an accordion view for easy navigation and management.
    • Attachments: View and download case attachments.
    • Email Templates: Access default email templates with pre-filled fields to speed up communications.
    • Templates: Apply form templates to auto-populate fields on new records such as incidents or changes.
    • Record Information: Provides an overview of the engagement record.
    • Customer Timeline: Visualizes all engagement activities over time.

    Detailed Success Records

    Users can access detailed pages for success objectives and primary success outcomes, which track goals and results associated with the engagement’s success blueprint, enabling precise measurement and management of success initiatives.

    Practical Benefits for ServiceNow Customers

    • Gain a centralized, detailed view of customer engagements to improve collaboration and visibility.
    • Monitor engagement health over time and quickly identify risks or gaps for proactive management.
    • Track product adoption and contract renewals to maximize customer success and expansion opportunities.
    • Leverage AI-driven recommendations and contextual tools to accelerate issue resolution and customer support effectiveness.
    • Utilize success blueprints and detailed outcome tracking to align engagements with customer goals and measure progress accurately.

    This page provides detailed information of an engagement including internal and external stakeholders, upcoming touchpoints, initiatives, and blueprints.

    To view this page, follow these steps:
    1. Login as a user with the sn_acct_lc.customer_success_agent role.
    2. Navigate to Workspaces > CSM/FSM Configurable Workpace and select the List icon.
    3. Navigate to Customer Success > All Engagements and select Number column to open the engagement record. You can also navigate to this page from the Success portfolio dashboard.
    The following options are available:
    • Discuss: Select Discuss to start a sidebar discussion about this engagement. In the pop-up window, select the participants who must participate in the discussion, enter a brief message, and select Start discussion. A window appears with a link to the record for this engagement. Select Open record and start the discussion. When the discussion has been completed, you can see the details in the Activity stream.
    • Refresh Health: Select this option to update the health score for this engagement.
    • Create success play: See Create a success play
    • Internal play: See Create an internal play playbook.
    • Risk signal: See Create a risk signal.
    • Success case: See Create a customer play.
    • Touchpoint: See Create a touchpoint.
    The Engagement record page contains the following tabs:
    • Overview
    • Health
    • Success blueprint
    • Product adoption
    • Renewal and expansion
    • Engagement hierarchy

    Engagement page.

    Overview (engagement)

    This tab provides a high-level overview of the engagement. It includes the following details:
    • Header: The header section shows the health score of the engagement over the last six weeks and the last active touchpoint.
    • Engagement details: Shows the contract value, engagement stage, go-live date, account with which it’s associated, and the renewal date. Select the Edit icon to modify the engagement details and select Save.
    • Customer team: Shows the key customer contact that you have specified for this engagement. This information is also displayed in the Related Items section under Applicable Customer Teams.
    • Squad: Shows the squad members associated with the engagement.
    • Account team: The team members handling the account. This information is also displayed in the Related Items section under Applicable Account Teams.
    • Upcoming touchpoints: Shows any upcoming touchpoints for this engagement. Select the link to drill down to the Touchpoint record page.
    • Risk signals and issues: Shows any new, overdue, high priority, or unaddressed risks or issues.
    • Work items: This section shows the activities and tasks associated with this engagement. You can sort the list by Priority or Due Date. You can view all the work items or view items belonging to a specific category by selecting one of the following filters from the View drop-down list:
      • Internal plays
      • Internal play tasks
      • Success case
      • Success initiative
      • Success task

      To filter this list further, select one of the work items filters like New, Blocked to view specific items in the list.

    Health

    In this tab, you can see the current health score and the health of the engagement over the last 12 weeks. This helps identify gaps and issues that need attention. Select Refresh Health to view the updated health score.


    Engagement health score.

    In the Indicators section, you see the metrics used to calculate the health score for this engagement. See Calculate the engagement health score. For each metric, you’ll the target score, weight, and gap percentage. Select the Sort by option to sort the metrics listed by score, weight, and gap.

    Success blueprint

    In this tab, you can view the success objectives associated with this engagement. You can view the high-level details of each success objective including Due date, Start date, Key contact, Assigned to, and Products. If the success blueprint hasn’t been defined, select Create success blueprint. See Create a success blueprint for instructions on creating a success blueprint. You can do the following:
    • Sort by: You can sort the list by Due date of the objectives.
    • View by State: Select one of the states from the drop-down list. This can be:
      • All
      • In Progress
      • Paused
      • Closed
      • New
      • Canceled
    • Select the icon to drill down to the Success objective record page.
    • View initiative roadmap: Select this link to view the success initiative roadmap, which the engagement details including the current health, stage, and the next renewal date for the engagement.
    success blueprint.

    Product adoption

    In this tab, you can view the product adoption score for all applicable sold products associated with this engagement. The adoption score is determined using the calculated metrics that have been configured for the sold products. See Define a calculated metric data source for more details.

    product adoption

    The following details are included:
    • The chart displays product adoption scores across the past 12 weeks, broken down by week. By hovering over data points, you can view the quantity of products sold within each adoption category (Low, Medium, High, and None) for any given week.
    • The pie chart shows a snapshot of current adoption score distribution as of today's date. Select Total products to drill down to view the Product Usage list. You can drill down to a specific product usage record.
    • The list of sold products associated with this engagement is displayed. Select to drill down to the Product usage record page.
      • View by: You can filter the list displayed by:
        • All
        • Activated
        • Planned
        • No plan
        • Deactivated
      • Sort by: You can sort the list by:
        • Customer priority
        • Adoption score
        • Business criticality
        • Activation status

    Renewal and expansion

    In this tab, you can view a list of all active contracts associated with this engagement. You can view the high-level details of each contract and select the link to drill down to the Contract page. renewal expansion.

    Engagement hierarchy

    engagement hierarchy.

    This tab provides an overview of customer's engagement health. This tab is a conditional tab by default isn’t visible. To view this tab, one child engagement must be available in the related engagement. It includes the following details:
    • Total engagements: Shows the total number of engagements and total contract value related to the account.
    • Risk signals by probability: Shows the risks associated with this account.
    • Squad work by status: Shows the work status of the team involved with this account.
    • Engagement hierarchy: Shows the active engagements for this account. In the engagements, shows the parent and child relationship.

    Any hierarchy that forms a cycle isn’t a valid hierarchy.

    Customer timeline

    The customer timeline tracks and shows all the related activities of the engagement record. To support the application 23 activities are shipped out of box in the engagement record.

    customer timeline.

    To configure the activities in the engagement record, see Configure activity types for the Customer History view.

    Contextual side panel component

    The contextual side panel component includes different tools that agents can use to research and resolve customer issues. The contextual side panel in the Engagement record page includes the following tabs.

    Table 1. Engagement record page tabs in the contextual side panel
    Tab Description
    Recommended Actions The Recommended Actions tab includes AI search functionality. Agents can use AI search to find relevant resources or resolutions for customer issues.

    The search feature displays an initial set of search results based on the text in the case short description. This initial set of results includes knowledge articles. Agents can also enter different search keywords and repeat the search.

    From the list of search results, agents can do the following:
    • Select a source to see search results of that type.
    • Filter the list of search results.
    • Sort the list of search results.
    • Open the search results in full view in a record subtab.
    • Take the following actions:
      • View and attach article
      • Perform other actions such as reading articles in full view, flagging articles, or marking articles as helpful or unhelpful.
    • View successful actions by selecting the Actions history icon.
    For more information, see Use AI search in Recommended Actions to resolve cases.
    Note:
    Using Recommended Actions in the contextual side panel requires the Recommended Actions application (sn_cs_nb_action) which is included with the CSM Configurable Workspace application.
    Activity Stream The activity stream component displays a list of the activities occurring on a case record.
    Related Items The Related Items tab provides access the case-related lists.

    The Engagement record page incorporates related list functionality into the contextual side panel. These lists appear in an accordion format that agents can expand and collapse as needed.

    An indicator displays the number of records available in a related list. When expanded, the records in a related list are displayed in card format.
    Attachment The Attachments tab provides access to case-related attachments. From this tab, agents can view and download attachments.
    Email Templates The Email Templates tab provides access to available email templates. These templates contain default values for fields that agents can add to email messages. Default values can include the recipients (email addresses in the To, Cc, and Bcc fields), the sender, the subject, and message body text.
    Template The Templates tab provides access to available form templates that enable agents to automatically populate fields on new records. Agents can manually apply a template when creating a record such as an incident or change.
    Record Information The Record Information tab shows overview of the engagement record.
    Customer timeline The Customer timeline tab shows visual display of the Engagement records activities.