---
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


---

# Manage account onboarding cases

# Manage account onboarding cases {#ariaid-title1}

Release version: Brazil  
Updated November 5, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Work through the activities in the account onboarding playbook to manage an account onboarding case from creation through go-live and post-support.

An account onboarding case is created in one of two ways:

* Automatically: When a new customer account is created, the Creation of account onboarding case flow is triggered, and an onboarding case is generated automatically. The trigger condition for this flow is configurable --- automatic case creation is not mandatory when a new account is created.
* Manually: For existing customer accounts being onboarded in phases, create additional onboarding cases from the list view. See [Create an account onboarding case](https://www.servicenow.com/docs/rAaI9_kAlG~bRqhM3RS~7Q "When the customer service agent creates an account, an account onboarding case is generated.").

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If an engagement covers more than one onboarding case, you can link the engagement to each case. See [Engagement onboarding links](https://www.servicenow.com/docs/txwiuY5MgCtuvQTKqRLdcg "Link an engagement to more than one onboarding case to see all of the onboarding work for that engagement in one place.").

When you open an account onboarding case, you're directed to the first activity in the Initial setup stage. While working on the activities, you can view:

* The entire playbook process in the horizontal stage picker.
* The stage headings in the stacked playbook activity view. The activity steps within each stage are set to visible only after you arrive at that stage.
* Related items, activity stream, and recommended actions in the contextual side panel. Select a link in the Related items card to go to the record.

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The account onboarding playbook includes the following stages:

* [Initial setup](https://www.servicenow.com/docs/pl_AGe73g8RQfxUU~wzSng "This phase is meant to gather the initial information required onboard a customer. For example, gathering core information like onboarding manager name, key customer contact, internal and external stakeholders, their responsibilities, and so on.")
* [Data capture and validation](https://www.servicenow.com/docs/_oXM808RdTAQM0ausm2XPw "This phase is meant to gather the necessary information about the account such as support contacts, locations, sold products, entitlements.")
* [Development and automation](https://www.servicenow.com/docs/zA9ctk5CMboxL_vWdJKmeQ "This phase is used to track and complete critical activities including account relationship management, maintenance scheduling, Service Level Agreement (SLA) definition, and Service Exchange installation (when required).")
* [Testing, training](https://www.servicenow.com/docs/EgzOK7nQlQmI1Smjxb24jA "These phases are designed to involve customers in testing and confirm that they have received adequate training before the go-live date.")
* [Go-live and post support](https://www.servicenow.com/docs/6xKQ1M8xPL2J5fZsMBkvtA "This phase addresses issues that arise at go-live and coordinates resolution across the relevant teams to complete the account onboarding process.")
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* **[Create an account onboarding case](https://www.servicenow.com/docs/rAaI9_kAlG~bRqhM3RS~7Q)**   
  When the customer service agent creates an account, an account onboarding case is generated.
* **[Account onboarding playbook](https://www.servicenow.com/docs/L7Ki8S0_swLYywAjkjp8ZA)**   
  The account onboarding playbook guides account teams through the structured steps required to set up a new account, from initial configuration to activation. Use it to standardize onboarding and reduce setup errors across accounts.
* **[Close or cancel an account onboarding case](https://www.servicenow.com/docs/JxQb7fApHW0hgW_2aZlixA)**   
  You can close or cancel an account boarding case and all the related activities.
* **[Summarize an account onboarding case using ServiceNow Otto for Telecommunications, Media, and Technology (TMT)](https://www.servicenow.com/docs/z7O3jaTNGfzeecpVmpicKg)**   
  Generate a summary from the fields that you selected on the account onboarding case record. Quickly understand the case context by using the account onboarding case summarization skill.