Add the data import task

Release version: Zurich

Updated July 31, 2025

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Summary of Add the data import task

This guide outlines how to add a data import task to the Account lifecycle onboarding process using the Process Automation Designer in ServiceNow. This task will facilitate the onboarding of customers by managing data effectively within the playbook.

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Key Features

Activity Addition: Navigate to the Data Capture & Validation lane to add a Customer Success Management activity, specifically creating and viewing an ALE record.
Task Configuration: Modify properties in the General and Automation tabs to define task behavior, including when to start and input parameters.
Role Assignment: Assign the ServiceNow Developer/Admin role to ensure that internal team members can execute the data import task.
Data Mapping: Specify source and target tables, data source, and other necessary fields to align with the onboarding case.
Visibility Control: Set the "Visible to customer" option to false to restrict customer access to internal data.

Key Outcomes

By completing the steps outlined in this guide, you will successfully configure the data import task, enabling seamless onboarding through the Customer Success Management playbook. Testing and activation of the playbook will ensure that the onboarding process is ready for customer use, enhancing efficiency and data management within ServiceNow.

Add the data import task that you’ve configured to the Account lifecycle onboarding process defined in the Process Automation Designer.

Navigate to All > Process Automation > Playbook Designer.
Select the Account lifecycle onboarding process.
Navigate to the Data Capture & Validation lane and select Add an activity.
Select Customer Success Management and select the Create and View ALE Record.
Select the Edit icon on the newly added task to view the properties.
Select View all properties and select Advanced.
In the General tab, enter the label name and description.
In the When to start field, select With Previous. This option enables you to execute all the activities in the task in parallel.
Select the Automation tab. In the Inputs section, enter the following:
- Table: The table for which the record is being created. Select Data Import Task (sn_ti_core_imp_task).
- Canceled Conditions: Specify the conditions that must be met before the task moves into the canceled state.
- Closed Conditions: Specify the conditions that must be met before the task moves into the Closed state.
- Onboarding Case: Select the Account Onboarding Case Record trigger to associate this record with the account onboarding case.
- Record View: The name of the Form View that is to be displayed in the Customer Success Management playbook. Enter tech_pad_imp_task_view here.
- Responsibility Name: Select the ServiceNow Developer/Admin user role from the list. This role is assigned to the internal team members (defined in the Assign internal team responsibilities task of the Initiate stage of the playbook. See Set up the account onboarding playbook for details). Users with this role can perform the data import task.
Select Add Field and enter data in the following fields from the Customer Success Management Import Task table.
- Source Table: Add the internal name of the staging table. For example, sn_acct_lc_account_onb_import_locations.
- Target Table: Add the internal name of the target table. For example, cmn_location.
- Data Source: Select the data source. For example, cmn_location_template.xlsx.
- Data Import State: The default value is set to 1 (Data not loaded yet).
- State: The default state is set to 1 (Open).
- Type: Select data_capture.
- Account: Select the account onboarding case associated with the case task.
- Parent: Select the parent record associated with the account onboarding case.
- Visible to customer: Set this False.
Enter the Subject and Description as required and select Done
Test the configuration and then select Activate to activate the playbook.

After the data import task has been configured, the Customer Success Management playbook can be used to onboard customers. See Set up the account onboarding playbook for details.