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

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Success Management

ft:clusterId :

    - actle

bundleId :

    - actle

workflow :

    - Customer and Industry


---

# Product adoption roadmap

# Product adoption roadmap {#ariaid-title1}

* Release version: Australia
* 
* Updated August 18, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Guide customers through product adoption with roadmaps that define phased approaches, sequence capabilities, and track progress.

Use the product adoption roadmap to create structured plans on how customers can adopt and gain value from purchased products over time. The roadmap displays as a visual board that organizes products and capabilities into lanes
with clear sequencing, making it easy to visualize the adoption path. Success Managers can apply standardized templates across customer engagements or create custom roadmaps tailored to specific needs.

Each lane represents a stage (for example, critical, high, or moderate), and each card displays adoption score, priority, usage plan, objectives, and expected outcomes. You can use the roadmap to track customer value, promote
complete product adoption, and identify expansion opportunities.

With the product adoption roadmap, you can:

* Create roadmaps from standardized templates or build custom ones tailored to specific needs.
* Organize products into lanes to show the optimal sequence for implementation and maximum value.
* Track adoption status through Draft, Published, Canceled, or Retired states.
* Link products to success objectives and business value metrics.
* Filter by adoption priority or status to manage complex scenarios with many products.
* Duplicate roadmaps to create copies for similar customer engagements.
* Capture an immutable snapshot of the roadmap each time it is published, preserving the full version history.
* Revert the roadmap to any previous published version with a single action.
**Related concepts**   

* [View a product adoption roadmap](https://www.servicenow.com/docs/4fqwt5NqZgjm~GHRzY3Ggw "View and organize products or capabilities into lanes to create a visual adoption plan for customer engagements.")
* [Product adoption roadmap versioning](https://www.servicenow.com/docs/v8qSMrC52wUwl4X_wAFmfw "Versioning preserves a snapshot of your roadmap each time you publish it, creating a complete history you can review or restore when plans change.")  
**Related tasks**   

* [Create a product adoption roadmap](https://www.servicenow.com/docs/qlU6LREi8ROBydUQj5al4Q "Create a product adoption roadmap that guides customers through optimal product adoption to achieve maximum business value.")
* [Define a product adoption roadmap template](https://www.servicenow.com/docs/EoRpl6SSC2F_n94iXRyfkg "Create a template that defines a pre-configured adoption strategy with products or capabilities organized into lanes, that can be customized as needed.")