Account onboarding knowledge base

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

    The Account Onboarding Knowledge Base in ServiceNow's Customer Success Management provides a comprehensive set of articles designed to assist with various aspects of account onboarding. These resources guide users through essential tasks such as data import, playbook configuration, remote task synchronization, and Service Bridge setup, enabling smooth and efficient onboarding processes.

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    Key Features

    • Data Validation Assist Creation: Instructions to automate data validation during import.
    • Onboarding Case & Playbook Trigger Configuration: Steps to set up automated triggers for onboarding cases and playbooks.
    • Remote Choice Definitions and Record Producers: Guidance for providers to define remote choice fields and create remote record producers within the Service Exchange application, facilitating real-time data retrieval from consumer instances.
    • Remote Task Creation: How to create tasks for syncing data across different ServiceNow instances.
    • Activity Definition Creation: Steps to create and add activity definitions to the onboarding playbook.
    • Knowledge Article Attachment: Method to automatically link knowledge articles to the Related Knowledge tab of onboarding tasks, enhancing information accessibility.
    • Data Import Task Completion: Detailed, step-by-step instructions to complete data import tasks successfully.
    • Playbooks Activity Overview: Summary of the nine activity definitions used in Customer Success Management playbooks.
    • Service Bridge Setup for Consumers: Guidance on installing and registering Service Bridge for consumer instances with providers.
    • Data Import Task Configuration: Instructions to configure data import tasks, enabling agents to gather and upload necessary onboarding data effectively.

    Access Management

    All customers have viewing access to these knowledge base articles. To restrict access, administrators can modify the 'Cannot Read' field on individual articles to exclude specific user roles from viewing.

    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. The configuration enables agents to 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.