---
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


---

# Generate a product adoption roadmap

# Generate a product adoption roadmap using ServiceNow Otto for Telecommunications, Media, and Technology (TMT) {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Generate a product adoption roadmap with products or capabilities organized into lanes based on engagement data and insights from similar engagements.

## Before you begin

* The Lookup similar engagements skill must be activated.
* Role required: `sn_acct_lc.customer_success_agent`

## About this task

Use ServiceNow Otto to generate a roadmap by analyzing the engagement's details, including health, success blueprints, product adoption data, and renewal date. The AI agent identifies similar
engagements in the system that have existing roadmaps and uses those patterns to organize items into lanes. After the roadmap is generated, you can further refine it as needed.

## Procedure

1. Navigate to WorkspaceCRM Workspace and navigate to the Success portfolio overview page.
2. Select an engagement from the list and navigate to the Product adoption tab.
3. In the Product adoption roadmaps section, select New product adoption roadmap.
4. Enter a name and description for the roadmap and select Next.
5. Select your product adoption implementation strategy: By product (a high-level, strategic plan) or By capability (short-term, tactical planning).
6. Select ServiceNow Otto to create a quick draft of your roadmap.
7. Select a value from the Phase drop-down field to determine the lanes for your roadmap.
8. Select Generate roadmap.  
   The Product adoption roadmap agent creates the roadmap's lanes based on the Phase field, collects contextual data from the current engagement, identifies similar engagements with existing roadmaps, analyzes how those were organized, and arranges products or capabilities into lanes based on the patterns identified. You can view the steps in the ServiceNow Otto panel.
9. Review the generated roadmap in the panel: a link to the completed roadmap (in Draft state) and a summary of the rearrangement logic.  
   You can also request an explanation of the rearrangement logic in the ServiceNow Otto panel.
10. Review the generated roadmap, make any necessary adjustments by dragging items between lanes, and select Finalize roadmap.
**Related concepts**   

* [View a product adoption roadmap](https://www.servicenow.com/docs/G~24zzPZbI_zbe0oY1OrOg "View and organize products or capabilities into lanes to create a visual adoption plan for customer engagements.")  
**Related tasks**   

* [Create a product adoption roadmap](https://www.servicenow.com/docs/WWLEAeOhXwRBhcJcvwwm3Q "Create a product adoption roadmap that guides customers through optimal product adoption to achieve maximum business value.")

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