---
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 engagements

# Manage engagements {#ariaid-title1}

Release version: Brazil  
Updated November 5, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Create and manage customer engagements, success blueprints, touchpoints, risk
signals, and success plays throughout the customer success journey.

An engagement centralizes the activities involved in a customer's success journey.
Customer success managers use engagements to define success criteria with blueprints,
track health and risk, run success plays, and manage touchpoints with customers
throughout the engagement lifecycle.
* **[Engagement home page](https://www.servicenow.com/docs/DkL6fVtuf9XjRcJX1rtJzg)**   
  This page provides detailed information of an engagement including internal and external stakeholders, upcoming touchpoints, initiatives, and blueprints.
* **[Create an engagement](https://www.servicenow.com/docs/aUoT6ZVkaASQgmGGEbKEtA)**   
  Create an engagement record that centralizes all internal and external activities that are involved in the customer success journey.
* **[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.
* **[Create a touchpoint](https://www.servicenow.com/docs/LvqUyskLEBbB7j8eQIphtg)**   
  Create a touchpoint to capture and support conversations between providers and customers during the engagement lifecycle.
* **[Create a risk signal](https://www.servicenow.com/docs/MmD0q1nUACdK_VP58Qxfbw)**   
  Create a risk signal to identify any risk or issues that can occur during the engagement lifecycle.
* **[Create a success play](https://www.servicenow.com/docs/POkE_XGVL~o9Hl1fSiBe0w)**   
  Use this option to create a success play to create automated actions.
* **[Create a success blueprint](https://www.servicenow.com/docs/HIlFrDlt2N9ESdMdI0cgKg)**   
  Create a success blueprint to define the success objectives, primary success outcomes, and success initiatives for an engagement.
* **[Create an applicable success outcome](https://www.servicenow.com/docs/I8sMDYtgbwHtXlll4cCunw)**   
  Create the applicable success outcomes to support the primary success outcome.
* **[Close or cancel a success initiative](https://www.servicenow.com/docs/4b9a9RYWgEeXRDVqHhz39g)**   
  You can close or cancel a success initiative and all the related tasks.
* **[Success objective record page](https://www.servicenow.com/docs/8yYAgsQdmCKD9jayi~E7uQ)**   
  This page provides a detailed view of the success objective and its related outcomes and initiatives as defined in the success blueprint.
* **[Primary success outcome record page](https://www.servicenow.com/docs/jn6MdQ2EZnO3tlZat9wMTw)**   
  A primary success outcome refers to the result or goal that is used to measure the achievement of a success objective.
* **[Measure success rate](https://www.servicenow.com/docs/vzeLcna3biOgdlhrNo1GoQ)**   
  Measure and track the effectiveness and completion of success objectives and outcomes within a project or engagement with success scores and success rates.
* **[Success initiative roadmap](https://www.servicenow.com/docs/PxC9keLZs0pcl2uPbfgKZw)**   
  The success initiative roadmap displays success initiatives and their outcomes over time in a visual timeline. Use it to track initiative progress, filter by status, and adjust the view by timescale or grouping.
* **[Create an implementation record](https://www.servicenow.com/docs/_iTAkUutNpng6qKMIEb_uA)**   
  Track the progress of a partner or customer implementing a product or a service.
* **[ServiceNow Otto for Telecommunications, Media, and Technology (TMT) Support renewals and expansion](https://www.servicenow.com/docs/U2IjQ42QEl7ya3rzlZI7dQ)**   
  Assess engagements and contracts due for renewal, analyze trends, and recommend renewal strategies.
* **[Renewal insight engine skill in ServiceNow Otto for Telecommunications, Media, and Technology (TMT)](https://www.servicenow.com/docs/dMyRN1h6MnCTO6LhZH_a4Q)**   
  Analyzes the renewal likelihood and expansion potential of an engagement or contract and generates recommended actions.
* **[Squad resource identifier agentic workflow](https://www.servicenow.com/docs/pGwX7eawSaorWpC11xiJwA)**   
  Use a squad resource identifier agentic workflow to identify and recommend internal experts based on record under consideration, skill set, region, and real-time availability.