Customer success Release version: Zurich Updated July 31, 2025 1 minute to readThis section describes the different customer success capabilities and how to configure them. Basic customer success setupDefine the basic customer success components.Manage customer success playbooksCreate playbooks to define planned and unplanned activities during the engagement lifecycle.Set up the Data Context EngineConfigure the Data Context Engine to collect data from different data sources and associate it with a relevant context table.Create a product capabilityCreate a product capability record and associate with one or more capability usage records.Manage engagementsConfigure metrics to calculate the health and risk score for an engagement.Create a success blueprint templateCreate a success blueprint template with predefined success objectives and outcomes.Create an implementation recordTrack the progress of a partner or customer implementing a product or a service.Enable integration with Microsoft Dynamics CRMIntegrating your ServiceNow instance with the Microsoft Dynamics CRM platform enables seamless data exchange and process synchronization between the two platforms. This integration is done through the Microsoft Dynamics CRM spoke.
Customer success Release version: Zurich Updated July 31, 2025 1 minute to readThis section describes the different customer success capabilities and how to configure them. Basic customer success setupDefine the basic customer success components.Manage customer success playbooksCreate playbooks to define planned and unplanned activities during the engagement lifecycle.Set up the Data Context EngineConfigure the Data Context Engine to collect data from different data sources and associate it with a relevant context table.Create a product capabilityCreate a product capability record and associate with one or more capability usage records.Manage engagementsConfigure metrics to calculate the health and risk score for an engagement.Create a success blueprint templateCreate a success blueprint template with predefined success objectives and outcomes.Create an implementation recordTrack the progress of a partner or customer implementing a product or a service.Enable integration with Microsoft Dynamics CRMIntegrating your ServiceNow instance with the Microsoft Dynamics CRM platform enables seamless data exchange and process synchronization between the two platforms. This integration is done through the Microsoft Dynamics CRM spoke.