---
sourceDocument: Australia Customer Success Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/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
---
# View a product adoption roadmap
# View a product adoption roadmap {#ariaid-title1}
Release version: Australia
Updated November 5, 2026
 2 minutes to read
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## Summary of View a product adoption roadmap
The product adoption roadmap feature in ServiceNow allows customers to create and visualize adoption plans by organizing products or capabilities into lanes based on specific phase fields.
This visual board aids in tracking product usage and adoption status, facilitating effective customer engagement and planning.
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## Key Features
* **Roadmap Header:** Displays the roadmap name, description, current state (Draft or Published), phase field used for lane organization (e.g., Business criticality, Customer priority), planning object (Product or Capability Usage), last updated date, template name if applicable, and version label.
* **Lanes and Cards:** Lanes are created based on the selected phase field values (such as Critical, High, Medium). Each card within a lane represents a product or capability, showing details like name, type, adoption score (percentage and rating), adoption priority, usage plan status, and associated success objectives.
* **Roadmap States:** The roadmap can be in Draft (editable), Published (finalized), Canceled (inactive), or Retired (archived) states. Editing is possible only in Draft state through drag-and-drop of cards between lanes.
* **Versioning:** Every published roadmap generates a version record capturing an immutable snapshot of the roadmap at that time. Versions include editable labels, internal version numbers, JSON snapshots of the roadmap content, and references to previous versions to maintain a full version history.
* **Reverting Versions:** Customers can revert the roadmap to any previously published version, allowing restoration of past plans as needed.
## Key Outcomes
* Enables clear visualization and organization of product or capability adoption status aligned with business priorities or other phase criteria.
* Supports iterative planning and adjustment through editable Draft state and drag-and-drop lane management.
* Provides robust version control, allowing tracking of adoption roadmap evolution and restoration of prior versions to adapt to changing business needs.
* Improves transparency and communication with stakeholders by displaying key adoption metrics and success objectives in an intuitive board format.
View and organize products or capabilities into lanes to create a visual adoption plan for customer engagements.
The product adoption roadmap is displayed as a visual board that organizes product usages and product capability usages into lanes based on your selected phase field. Each lane contains cards representing products or
capabilities, showing key adoption metrics and status information.
## Product adoption roadmap header {#account-lifecycle-view-par-roadmap__product-roadmap-header}
The header section displays the following:
* Roadmap name and description: Identifies the roadmap and its purpose
* State: Shows whether the roadmap is in Draft or Published state
* Phase field: The field used to organize lanes (for example, Business criticality, Customer priority)
* Planning object: Indicates whether the roadmap organizes Product Usage or Capability Usage
* Last updated: Date the roadmap was last modified
* Template: Shows the template name if the roadmap was created from a template. See [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.") for details.
* Version: Shows the version label of the currently published roadmap state.
## Product adoption roadmap lanes {#account-lifecycle-view-par-roadmap__product-roadmap-lanes}
The roadmap displays lanes based on the value selected in the Phase field. The Phase field contains choice fields from the product or capability usage records, such as Business criticality, Customer priority, and Activation
status. Each choice field has its own set of values that determine the lane headings. For example, selecting Business criticality creates lanes for Critical, High, Medium, Low, and Nice to have.
Each card displays the following:
* Product or capability name: The item being tracked. You can drill down to the product or capability usage page.
* Type: Product or capability designation
* Adoption score: Percentage and rating
* Adoption priority: Priority level
* Usage plan: Current usage status.
* Success objectives: Number of associated objectives and outcomes achieved
## Product adoption roadmap states {#account-lifecycle-view-par-roadmap__product-roadmap-states}
The roadmap can be in one of the following states:
* Draft: You can edit and reorganize the roadmap when it is in this state. Select a card, drag and drop it into a different lane. The changes are automatically saved.
* Published: Roadmap is in finalized state. Select Edit to switch to Draft state to make changes.
* Canceled: Roadmap is no longer active and cannot be used.
* Retired: Roadmap has been archived.
## Product adoption roadmap versions {#account-lifecycle-view-par-roadmap__product-roadmap-versions}
Each time a roadmap is published, the system creates a version record that captures an immutable snapshot of the roadmap at that point in time. Version records are read-only and copy-safe.
The Versions related list on the roadmap record displays all published versions. Each version record shows the following:
* Version: An editable label that identifies the version. The system automatically sets this to a major.minor format based on the internal version number (for example, 1.0 Roadmap name). You can customize this label.
* Internal version: A read-only integer that increments by 1 each time the roadmap is published. This field is not visible to end users and is used for internal tracking only.
* Snapshots: JSON representations of the roadmap header, lanes, and items at the time of publishing. These fields are read-only.
* Previous version: A reference to the version record that preceded this one, providing a full lineage chain.
To revert the roadmap to a previous version, see [Revert a product adoption roadmap to a previous version](https://www.servicenow.com/docs/SCNOTTHE~M2pz_7a0YgPGg "Restore a product adoption roadmap to the state captured in a previous published version.").
* **[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.
* **[Revert a product adoption roadmap to a previous version](https://www.servicenow.com/docs/SCNOTTHE~M2pz_7a0YgPGg)**
Restore a product adoption roadmap to the state captured in a previous published version.
**Related concepts**
* [Product adoption roadmap](https://www.servicenow.com/docs/VW0rvC8DJiFXduYzS1P3Fg "Guide customers through product adoption with roadmaps that define phased approaches, sequence capabilities, and track progress.")
* [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**
* [Revert a product adoption roadmap to a previous version](https://www.servicenow.com/docs/SCNOTTHE~M2pz_7a0YgPGg "Restore a product adoption roadmap to the state captured in a previous published version.")