--- sourceDocument: Australia Proactive Service Experience Workflows sourceDocumentLink: https://www.servicenow.com/docs/r/australia/proactive-service-exp-workflows Release : - australia ft:locale : - en-US ft:publication_title : - Australia Proactive Service Experience Workflows ft:clusterId : - psew bundleId : - psew workflow : - Customer and Industry --- # Technology Account 360 # Technology Account 360 {#ariaid-title1} Release version: Australia Updated August 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Technology Account 360 Technology Account 360 offers ServiceNow customers a unified, role-based view of detailed customer or partner account information. It consolidates data related to account health, financials, product usage, and open work items into a single workspace. This solution supports sales, service, and success teams by enabling faster decision-making and more proactive customer engagement without switching between multiple applications. Show full answer Show less ## Key Features * **Role-Based Access:** Different views tailored for customer service agents, sales agents, and success users to ensure relevant data visibility. * **Comprehensive Account Data:** Displays basic account information (Annual Contract Value, renewal dates, success entitlement), and detailed tabs covering account health, financial insights, product adoption, and open work items. * **Recommended Actions Panel:** An AI-driven side panel provides next-best-action suggestions, enabling users to identify and act on priorities directly within the account record. * **UI Actions:** Integrated options to compose customer touchpoints, create escalations, and log risk signals streamline engagement workflows. * **Data Visualizations:** Includes breakdown charts and performance indicators that help users quickly assess account status and priorities. ## Roles and Permissions Access to Technology Account 360 is controlled by specific roles: * **snindtsmsdwan.appeng:** For customer support users to access Account 360. * **snacctlc.customersuccessagent:** For success and sales users; sales data visibility requires combining this with the sales agent role. ## Practical Benefits * Eliminates fragmented data silos by aggregating critical account information for a holistic view. * Enables quicker issue resolution and decision-making by providing actionable insights and recommended next steps. * Supports AI-driven workflows that promote account growth, retention, and enhanced customer value. ## Application for ServiceNow Customers By leveraging Technology Account 360, your teams can efficiently monitor account health, financial status, product adoption, and open tasks, all within one interface. This facilitates proactive customer management and streamlines cross-functional collaboration. The AI-powered recommended actions further enhance productivity by suggesting relevant next steps, reducing the need to consult multiple systems or data sources. Use the Technology Account 360 to get a unified view of customer or partner account details combining account health, financial, product usage, and open tasks. Technology Account 360 gives insight about customer account such as information related to tasks, escalations, account health, financial, and various metrics associated with your customer's account. Sales, service and success teams can examine the details to fast track the decision making and reach a resolution faster without switching between applications. Technology Account 360 uses role-based views so that each persona sees the data relevant to their work. Success and service users see Account 360 data through the customer service agent role, and sales users see it through the sales agent role. ## Key benefits {#technology-account-360__technology-account-360-key-benefits} Technology Account 360 provides the following benefits: * Removes fragmented data silos by combining account health, financial, and product usage in a single workspace. * Supports faster decision-making and more proactive engagement for sales, service, and success personas. * Lays the foundation for AI-driven workflows that support account growth, retention, and value. * Actions to create touchpoints, escalations, and risk signals * Data visualizations including breakdown charts and performance indicators. Figure 1. Example of Technology Account 360 page ## Roles {#technology-account-360__technology-account-360-roles} {#technology-account-360__table_pgk_wfq_fkc__entry__2} | Role | Description | |-|-| | sn_ind_tsm_sdwan.app_eng | Grants access to Account 360 for customer support users. | | sn_acct_lc.customer_success_agent | Grants access to Account 360 for success and sales users. Note: To view the sales data, you must add the success role with the sales agent role (sn_sales_common.sales_agent). | [Table 1. Technology Account 360 user roles] {#technology-account-360__table_pgk_wfq_fkc} ## Components {#technology-account-360__section_vmd_4jk_fkc} Account 360 includes the following components: * Account basic information such as Annual contract value, Next renewal date, Renewal ACV, and Success entitlement. * Tabs to view the account details such as health, financial, product adoption and open work items. * Contextual side panel to view the recommended next-best actions generated for the account, customer contact, team contact, and customer timeline. * UI actions to compose touchpoint and create escalations and risk signals. {#technology-account-360__table_l3t_tdq_fkc__entry__2} | Tab | Details | |-|-| | Overview | Touchpoints, escalations, milestones, and a daily account briefing. For more information, see [Technology Account 360 Overview tab](https://www.servicenow.com/docs/6s7ybyYt9wuIXu6ShI9WOg "The Overview tab in the Technology Account 360 displays touchpoints, escalations, milestones, and a daily account briefing for the customer account."). | | Account health | Health insights and performance indicators. For more information, see [Technology Account 360 Account health tab](https://www.servicenow.com/docs/H5mfzSRuytLgsJ5Ztl43rQ "The Account health tab displays customer account health scores, trend forecasts, and performance indicators to help assess account status and renewal likelihood."). | | Financials | Financial insights, including the renewal confidence score. For more information, see [Technology Account 360 Financials tab](https://www.servicenow.com/docs/JjBfAJnkj7JZK0bK5I0G5Q "View financial insights for customer accounts in the Technology Account 360 Financials tab."). | | Product adoption | Onboarding and implementation records for the account, and product adoption insights. For more information, see [Technology Account 360 Product adoption tab](https://www.servicenow.com/docs/ebPAl17Z58BaMqXV8Sq~Aw "The Product adoption tab displays onboarding records, implementation status, and adoption insights for customer accounts."). | | Open work | Work insights, including breached and aged work items.For more information, see .[Technology Account 360 Open work tab](https://www.servicenow.com/docs/q_DKTa23V__bCSu0pPW03w "The Open work tab in the Technology Account 360 view displays work insights and open work items for the customer account."). | [Table 2. Technology Account 360 tabs] {#technology-account-360__table_l3t_tdq_fkc} ## Recommended actions {#technology-account-360__section_ql3_zwx_hkc} An AI-generated next-best-action panel that surfaces suggested actions for the account directly within Account 360. With the use of Recommended actions, you don't have to leave the record to determine what to do next. Following are the key behaviors of recommended actions: * The panel opens even when no active recommendation exists yet. * Recommendation data is fetched and cached for the account, so reopening the panel doesn't trigger a fresh lookup every time. * The underlying logic uses the `ExecPortfolioRecommendedActions` script include and `SuccessRecommendationUtil`, and integrates with the platform's `ScriptingGeneratorFactory` pattern. * The panel can generate more than one recommendation per trigger, so if a single event is relevant to multiple accounts, each account receives its own suggestion. {#technology-account-360__technology-account-360-recommended-actions-list} For more information about how to use Technology Account 360, see [Reviewing customer or partner accounts](https://www.servicenow.com/docs/~L9FIFX8hAxW9UjXzFgOCQ "Use the Technology Account 360 view to get insight about your customer's or partner's accounts."). To customize the values of an indicator, see [Customize an indicator in the Technology Account 360 view](https://www.servicenow.com/docs/Tr1Zri1We7t75NqrM1vZIA "Modify the values of the indicators in the Technology Account 360 view.").