Account onboarding knowledge base

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Account onboarding knowledge base

    The Account Onboarding Knowledge Base in ServiceNow provides a collection of detailed articles designed to guide customers through various aspects of account onboarding. These resources support automation, configuration, synchronization, and task completion processes essential for smooth onboarding experiences.

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    Customers can access these articles by navigating to All > Knowledge > Administration > Knowledge Bases and selecting Customer Success Management. All articles are viewable by default, with options to restrict access based on user roles.

    Key Articles and Their Practical Use

    • Creating Data Validation Assist Records: Instructions to automate data validation during import, ensuring data quality and efficiency.
    • Configuring Onboarding Case Triggers and Playbooks: Guides you on setting up triggers that initiate onboarding cases and related playbook activities.
    • Defining Remote Choice Fields in Service Exchange for Providers: Enables providers to set remote choice fields that allow consumers to fetch real-time choice data from their instances.
    • Creating Remote Record Producers in Service Exchange: Describes how to create remote record producers as part of a remote catalog, facilitating cross-instance interactions.
    • Creating Remote Tasks for Data Synchronization: Explains how to set up tasks that synchronize data between different ServiceNow instances, supporting consistent data across environments.
    • Creating Activity Definitions: Steps for adding activities to the account onboarding playbook, enhancing task management and workflow customization.
    • Attaching Knowledge Articles to Customer Success Management Tasks: Automates linking relevant knowledge base articles to tasks, improving information accessibility during onboarding.
    • Completing Data Import Tasks: Provides step-by-step guidance for successfully completing data import activities.
    • Customer Success Management PAD Activities Overview: Offers an overview of the nine playbook activity definitions used within Customer Success Management to structure onboarding workflows.
    • Installing Service Bridge and Registering with Providers: Instructions for consumers on how to configure Service Bridge and register instances with providers, enabling data exchange and integration.
    • Configuring Customer Success Management Data Import Tasks: Details configuring data import tasks to collect and upload necessary onboarding information efficiently.

    Access Control

    By default, all customers have access to these articles. However, administrators can restrict access by modifying the Cannot Read field on each article, specifying user roles that should be denied access.

    Several knowledge base articles are provided for account onboarding.

    Navigate to All > Knowledge > Administration > Knowledge Bases and select Customer Success Management. The following knowledge base articles are available:
    • How to create a Data Validation Assist record: This article provides instructions on how to create a Data Validation Assist record that can be used to automate the validation process during the Data import stage.
    • How to configure the trigger of the onboarding case & the playbook: This article provides instructions on how to configure the trigger for the account onboarding case and the playbook.
    • How to create remote choice definition in Service Exchange for Providers: This article describes how as a provider, you can define remote choice fields that allow consumers to retrieve choice data from their instances in real-time.
    • How to create remote records producer in a remote catalog in Service Exchange for Providers: This article describes how to create remote record producers as part of creating a remote catalog in the Service Exchange for Providers application.
    • How to create a remote task to sync data: This article describes how you can create remote tasks to sync data between different ServiceNow® instances.
    • How to create an Activity Definition: This article describes lists the steps required to create an activity definition and add it to the account onboarding playbook.
    • How to attach KB to the related Knowledge tab of any Customer Success Management Task: This article describes how to automatically attach a knowledge article to the Related Knowledge tab of any account onboarding task.
    • How to complete the Data Import Task: This article provides step-by-step instructions on how to complete your data import task successfully.
    • Customer Success Management PAD Activities Overview: This article provides an overview of the nine Playbooks activity definitions used to create the activities inside the Customer Success Management playbook.
    • A Consumer's Guide to Installing Service Bridge and Registering with Providers: This article provides instructions on how to configure the Service Bridge application on the consumer instance and how consumers can register their instances with a provider.
    • How to configure Customer Success Management data import task: This article describes the steps to configure the data import tasks. Agents can then gather and upload the information needed to onboard the account.
    Note:
    All customers can view these knowledge base articles. If you want to restrict, access to an article, navigate to the article and in the Cannot Read field, select the user role who won’t be able to access the article.