---
sourceDocument: Zurich Customer Success Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/acct-lifecycle-events

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Customer Success Management

ft:clusterId :

    - actle

bundleId :

    - actle

workflow :

    - Customer and Industry


---

# Internal play playbook

# Internal play playbook {#ariaid-title1}

Release version: Zurich  
Updated July 31, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Use the internal play playbook as a starting point to define planned or unplanned activities in which customers are not to be included. This playbook can contain one or more internal play tasks with predefined
activities.  
The internal play playbook consists of three stages:

* Initiate: Create an internal play record for an engagement and enter the core information.
* Define the Action Plan: Specify the steps and tasks for this internal play.
* Review \& Close: Review and close the playbook when all the internal play tasks have been completed.
{#account-lifecycle-internal-playbook__ul_ubd_3rb_qdc}

For instructions on how to create the internal play playbook, see [Create an internal play playbook](https://www.servicenow.com/docs/NgRtkG0v0XseCM3A5~CX8Q "Create an internal play playbook to define planned or unplanned activities that the customer does not have access to during the engagement lifecycle. This playbook is your starting point to define any internal processes required by your organization.").