Customer Success Management release notes

  • Rversion finale: Australia
  • Mis à jour 12 mars 2026
  • 1 minute de lecture

    • The ServiceNow® Customer Success Management application helps you to streamline your onboarding process, define and track objectives and outcomes, identify and mitigate risks, and increase renewal rates. Customer Success Management was enhanced and updated in the Australia release.

    Customer Success Management highlights for the Australia release

    • Guide users through the product adoption roadmap.
    • Provide increased expansion and advocacy opportunities.
    • Search the record's title, subject, or short description using AI search.

    See Customer Success Management for more information.

    Important :
    Customer Success Management is available in the ServiceNow Store. For details, see the Activation information section of these release notes.

    New in the Australia release

    Product adoption roadmap
    Enable customer success managers to create structured roadmaps that can guide customers through adoption of purchased products based on business value and current adoption scores. The planner supports two planning levels—Product (strategic) and Capabilities (tactical)—with sequencing to establish clear adoption pathways.

    Changed in this release

    Touchpoint home page
    Internal touchpoints ensure that the internal teams are aligned on the objectives and outcomes of the engagement.

    Activation information

    Install Customer Success Management by requesting it from the ServiceNow Store. Visit the ServiceNow Store to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

    Plugin information

    New plugins

    The following plugins are new in Australia:

    Customer Success Advanced (app-cust-succ-adv): New pro plus plugin for customer success

    Related ServiceNow applications and features

    Customer Service Management
    The Customer Service Management application enables you to automate your onboarding and case monitoring processes and provides service agents with visibility into the customer systems and tools that you need to deliver proactive services to your customers.
    Service Exchange
    ServiceNow® Service Exchange connects multiple ServiceNow instances to provide seamless support and service experiences across the ecosystem, from enterprise customers to suppliers and system integrators. Service Exchange provides a frictionless experience that enables efficient collaboration and request processing while giving users the convenience of working in their own ServiceNow instance.