--- sourceDocument: Brazil Customer Success Management sourceDocumentLink: https://www.servicenow.com/docs/r/acct-lifecycle-events Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil Customer Success Management ft:clusterId : - actle bundleId : - actle workflow : - Customer and Industry --- # Engagement brief # Engagement brief {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Engagement brief The Engagement brief provides ServiceNow customer success agents with a concise, AI-generated summary of recent signals related to risk, adoption, and market activity for a specific engagement. It appears automatically in the Engagement updates component on the engagement record page, offering a one-line overview followed by detailed insights categorized by type. This brief enables proactive identification of risks and opportunities to improve engagement health. Show full answer Show less ## Key Features * **Executive Insight Generator skill:** Analyzes engagement metrics and external data to generate actionable insights organized by categories. * **Insight categories:** Includes Risks, Declining metrics, Opportunities, Team activity changes, Upcoming changes, and Market changes. These categories help agents focus on critical engagement aspects and external influences. * **Trigger types:** * **Data-driven triggers:** Automatically detect changes in engagement data using business rules, scheduled jobs, and Performance Analytics indicators. * **Prompt-driven triggers:** Use AI-powered web searches to identify external signals such as leadership changes or competitive threats. * **Custom triggers:** Customers can create custom triggers tailored to their specific business needs to capture additional relevant signals. * **Automatic loading:** The brief loads automatically when an engagement record is opened, ensuring timely visibility. * **Refresh capability:** Users can request a new AI-generated brief to update insights with the latest signals. ## Key Outcomes * Enables early detection of active threats or declining health in engagements, allowing timely intervention. * Highlights positive momentum and growth opportunities based on critical adoption thresholds and new product activations. * Provides visibility into team changes and engagement lifecycle transitions to better manage customer relationships. * Keeps customer success agents informed of relevant external market events impacting the account. * Supports customization to align insights with unique organizational priorities and metrics. ## Prerequisites * Installation of the **Technology Account Management Experiences (sntechexp)** and **ServiceNow Otto for Telecommunications, Media, and Technology (TMT) (sntmtgenai)** plugins. * Activation of the **Executive Insight Generator skill**. The engagement brief summarizes recent signals across risk, adoption, and market activity for a specific engagement. The [Executive Insight Generator skill](https://www.servicenow.com/docs/access?context=now-assist-tmt-exec-insight-gen&version=brazil&pubname=brazil-proactive-service-exp-workflows&ft:locale=en-US) analyzes engagement metrics and generates actionable insights organized by category. The generated brief highlights important and recent changes in metrics, helping customer success agents identify risks and opportunities and take proactive actions. The brief appears in the Engagement updates component at the top of the engagement record page. It loads automatically when the page opens and displays a one-line overview followed by a category-wise breakdown of recent signals. Note: * The engagement brief is displayed if the following plugins have been installed: * Technology Account Management Experiences (sn_tech_exp) * ServiceNow Otto for Telecommunications, Media, and Technology (TMT) (sn_tmt_gen_ai) {#account-lifecycle-exec-insight-gen__ul_jgg_jnb_lkc} * The Executive Insight Generator skill has been activated. See [Activate the Executive Insight Generator skill](https://www.servicenow.com/docs/access?context=now-assist-tmt-exec-insight-gen&version=brazil&pubname=brazil-proactive-service-exp-workflows&ft:locale=en-US) for details. {#account-lifecycle-exec-insight-gen__ul_hf1_mnb_lkc}The Executive Insight Generator skill must be activated. See [Activate the Executive Insight Generator skill](https://www.servicenow.com/docs/access?context=now-assist-tmt-exec-insight-gen&version=brazil&pubname=brazil-proactive-service-exp-workflows&ft:locale=en-US) for details. ## Insight categories {#account-lifecycle-exec-insight-gen__section_exec_insight_categories} The following categories are examples included in the base system. You can define your own categories when configuring custom triggers. Risks : Signals that indicate active threats to engagement health, such as a health score entering the red zone or an overdue play. Declining metrics : Signals that show a downward trend in key metrics, such as low product usage or a health score that has dropped significantly without entering the red zone. Opportunities : Signals that indicate positive momentum or expansion potential, such as a critical product adoption threshold being crossed for the first time or a new product being activated. Team activity changes : Signals related to personnel changes, such as a CSM reassignment or a champion job change. Upcoming changes : Signals related to lifecycle transitions, such as an engagement stage change. Market changes : External signals gathered through web search, such as leadership changes, mergers and acquisitions, funding events, or competitive activity related to the account. ## Trigger types {#account-lifecycle-exec-insight-gen__section_exec_insight_trigger_types} The Executive Insight Generator uses two types of triggers to detect signals: Data-driven triggers : Triggered when a field changes or a threshold is crossed. When a trigger condition is met, an activity record is created and is used to generate the engagement brief. Activity records are created by one of the following: * Business rules: Detect event-based conditions as they happen, such as a case being reassigned or a product being deactivated. * Scheduled jobs: Run on a daily basis to evaluate conditions that require comparing values over time, such as a health score that has declined within the specified time period. * Performance Analytics indicators: Track metric trends over time, such as product adoption scores or health score trajectories. {#account-lifecycle-exec-insight-gen__ul_trigger_mechanisms} : The base system includes triggers that detect conditions such as low product usage, value realization at risk, and critical product adoption thresholds. Prompt-driven triggers : Triggered when external signals are detected through daily AI-powered web searches, such as leadership changes, mergers, or competitive activity. : The base system includes triggers that detect changes such as executive leadership change, competitive threat detected, and strategic technology investment. Note: You can also create custom triggers to capture additional signals that are relevant to your business. See [Configure a custom trigger](https://www.servicenow.com/docs/DuG~zWbStfYrlgkAaGve9w "Create a custom trigger to capture a business signal that is specific to your organization and include it in the AI-generated engagement brief.") for details. * **[Refresh the engagement insights](https://www.servicenow.com/docs/BSs_rob99Aw_SMaaq4ejBA)** Request a new AI-generated brief for an engagement to reflect signals that occurred since the brief was last generated. * **[Configure a custom trigger](https://www.servicenow.com/docs/DuG~zWbStfYrlgkAaGve9w)** Create a custom trigger to capture a business signal that is specific to your organization and include it in the AI-generated engagement brief. **Related tasks** * [Configure a custom trigger](https://www.servicenow.com/docs/DuG~zWbStfYrlgkAaGve9w "Create a custom trigger to capture a business signal that is specific to your organization and include it in the AI-generated engagement brief.") **Related topics** * [Activate the Executive Insight Generator skill](https://www.servicenow.com/docs/access?context=now-assist-tmt-exec-insight-gen&version=brazil&pubname=brazil-proactive-service-exp-workflows&ft:locale=en-US)