---
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


---

# Customer success

# Customer success {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Learn how your organization can use the customer success solution to engage with your customers, mitigate risks by running success plays, and identify opportunities for expansion and renewals.
* **[Dashboards](https://www.servicenow.com/docs/l7h8WbDTKyeqQr9cwOMLXA)**   
  Monitor engagement health, portfolio performance, and risk trends using the customer success dashboards.
* **[Manage engagements](https://www.servicenow.com/docs/QiFadKufX~wRRnBl6EoJrA)**   
  Create and manage customer engagements, success blueprints, touchpoints, risk signals, and success plays throughout the customer success journey.
* **[Manage customer success playbooks](https://www.servicenow.com/docs/HsAg1aA3x5hhnTO7nRLxpA)**   
  Use the customer success playbooks to manage planned and unplanned activities during an engagement. Configure the structure of these playbooks, including their stages and activities, use the Playbook builder.
* **[Product adoption](https://www.servicenow.com/docs/inPfsrsa4g9fGWECSa~NTg)**   
  Track how customers use your products and plan their adoption journey using product capability records and adoption roadmaps.
* **[Touchpoints](https://www.servicenow.com/docs/UTVO5yO0_7Bsk6pZ3lDMQA)**   
  Plan, log, and track customer interactions throughout the engagement lifecycle using touchpoint records.
* **[View customer success cases in the CSM portal](https://www.servicenow.com/docs/WpiYbPybutrW_IxPZfn3ng)**   
  View the customer success case records or case task records on the Customer Service Management (CSM) portal.
* **[View related items](https://www.servicenow.com/docs/K3QKEbUfJzp0lb9MFdwVqA)**   
  The Related Items component provides access to related lists associated with engagements, customer plays, and internal plays
* **[AI search with recommended actions](https://www.servicenow.com/docs/eXRcUZuCSKnXZNOk6iR7DQ)**   
  Use AI search with recommended actions to create contexts and search for relevant records.
* **[Request ServiceNow Otto capabilities for Customer Success Management](https://www.servicenow.com/docs/723wUKHnulQuNsLIY~IG5Q)**   
  Request generative AI capabilities for Customer Success Management, such as an engagement summary or a renewal insight, by using the conversational interface in the ServiceNow Otto panel.
* **[ServiceNow Otto for Telecommunications, Media, and Technology (TMT) adaptive desktop actions for customer experimentation](https://www.servicenow.com/docs/pyY9GUI3cqN4jdJmU7mysQ)**   
  Use ServiceNow Otto for Telecommunications, Media, and Technology (TMT) adaptive desktop actions in Customer Success Management to test prompt-driven models on your workflows.