Account onboarding knowledge base

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
    • Summarize
    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 Account onboarding knowledge base

    The Account Onboarding Knowledge Base in ServiceNow’s Zurich release offers a collection of articles designed to support customers through various aspects of the account onboarding process. These resources are accessible via the Knowledge Bases under Customer Success Management and are intended to streamline tasks such as data import, validation, playbook configuration, and integration between ServiceNow instances.

    Show full answer Show less

    Available Knowledge Base Articles and Their Practical Use

    • Data Validation Assist Record Creation: Guides how to automate data validation during the import phase, improving data accuracy and efficiency.
    • Onboarding Case & Playbook Trigger Configuration: Explains setting up triggers to initiate onboarding cases and associated playbooks, enabling automated workflow initiation.
    • Remote Choice Definition in Service Exchange for Providers: Instructs providers on defining remote choice fields to allow real-time retrieval of choice data from consumer instances.
    • Remote Record Producer Creation in Remote Catalog: Details how to create remote record producers as part of a remote catalog, facilitating cross-instance data entry.
    • Remote Task Creation to Sync Data: Describes procedures to establish remote tasks that synchronize data between different ServiceNow instances, ensuring data consistency.
    • Activity Definition Creation: Lists steps to create activity definitions and incorporate them into the onboarding playbook, supporting customized onboarding workflows.
    • Automatic Attachment of Knowledge Articles to Onboarding Tasks: Explains how to link knowledge articles to the Related Knowledge tab of onboarding tasks, providing contextual help to agents.
    • Data Import Task Completion: Provides step-by-step guidance to successfully complete data import tasks essential for onboarding.
    • Customer Success Management PAD Activities Overview: Summarizes nine predefined Playbook activity definitions used in Customer Success Management, helping agents understand available activities.
    • Service Bridge Installation and Registration Guide for Consumers: Offers instructions for configuring Service Bridge on consumer instances and registering with providers, facilitating integration.
    • Customer Success Management Data Import Task Configuration: Details how to configure data import tasks so agents can collect and upload necessary onboarding information effectively.

    Access Control

    All customers have viewing access to these knowledge base articles by default. To restrict access, administrators can adjust the Cannot Read field on individual articles to specify user roles that should be prevented from viewing them.

    Several knowledge base articles are provided for account onboarding.

    Navigate to All > Knowledge > Administration > Knowledge Bases and select Customer Success Management. The following knowledge base articles are available:
    • How to create a Data Validation Assist record: This article provides instructions on how to create a Data Validation Assist record that can be used to automate the validation process during the Data import stage.
    • How to configure the trigger of the onboarding case & the playbook: This article provides instructions on how to configure the trigger for the account onboarding case and the playbook.
    • How to create remote choice definition in Service Exchange for Providers: This article describes how as a provider, you can define remote choice fields that allow consumers to retrieve choice data from their instances in real time.
    • How to create remote records producer in a remote catalog in Service Exchange for Providers: This article describes how to create remote record producers as part of creating a remote catalog in the Service Exchange for Providers application.
    • How to create a remote task to sync data: This article describes how you can create remote tasks to sync data between different ServiceNow® instances.
    • How to create an Activity Definition: This article describes lists the steps required to create an activity definition and add it to the account onboarding playbook.
    • How to attach KB to the related Knowledge tab of any Customer Success Management Task: This article describes how to automatically attach a knowledge article to the Related Knowledge tab of any account onboarding task.
    • How to complete the Data Import Task: This article provides step-by-step instructions on how to complete your data import task successfully.
    • Customer Success Management PAD Activities Overview: This article provides an overview of the nine Playbooks activity definitions used to create the activities inside the Customer Success Management playbook.
    • A Consumer's Guide to Installing Service Bridge and Registering with Providers: This article provides instructions on how to configure the Service Bridge application on the consumer instance and how consumers can register their instances with a provider.
    • How to configure Customer Success Management data import task: This article describes the steps required to configure the Customer Success Management data import tasks so that the agents can successfully gather and upload the information needed to onboard the account.
    Note:
    All customers can view these knowledge base articles. If you want to restrict, access to an article, navigate to the article and in the Cannot Read field, select the user role who won’t be able to access the article.