Combined Account Lifecycle Events release notes for upgrades from Xanadu to Zurich

zurich Combined Product Files

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zurich Combined Product Files

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Combined Account Lifecycle Events release notes for upgrades from Xanadu to Zurich

Release version: Zurich

Updated August 11, 2026

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Summary of Combined Account Lifecycle Events Release Notes for Upgrades from Xanadu to Zurich

This consolidated guide assists ServiceNow customers in preparing for upgrades of Account Lifecycle Events from the Xanadu through Yokohama to the Zurich release. It summarizes new features, changes, and relevant upgrade tasks across these releases, focusing on enhancing customer onboarding, engagement monitoring, and risk management within the ServiceNow platform.

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Key Features Introduced

Account Onboarding Playbook (Xanadu): Manages onboarding workflows with clear activity definitions, onboarding status tracking, and task delivery instructions for stakeholders.
Account Onboarding Home Page: Enables monitoring of onboarding cases, tasks, and associated risks assigned to users.
Data Import and Validation: Supports uploading multiple files simultaneously to staging tables, configurable via Data Import Builder, with field and record-level validations including 8 pre-configured validations out of the box.
Recommended Actions for Account Onboarding: Provides context-sensitive guidance and decision trees to assist agents in navigating and troubleshooting onboarding processes.
Consumer Service Portal Integration: Allows viewing of onboarding case and task records directly in the Customer Service Management (CSM) portal, facilitating transparency of the onboarding journey.
Customer Success Features: Engages customers to reduce attrition and expand opportunities by running success plays, monitoring success portfolios, and managing success blueprints and initiatives.
Health Framework (Yokohama): Defines business and operational indicators to assess engagement stability and trends.
Risk Framework: Centralizes tracking of relational risks, enabling risk signal identification and repeatable remediation plans to reduce customer churn.
Success Blueprint Builder and Initiative Roadmap: Standardizes objectives and outcomes for engagements and visualizes timelines, priorities, and statuses of success initiatives.
Touchpoints Enhancements: Tracks customer interactions (meetings, emails) with a planner to ensure timely and effective engagement activities.
Generative AI Case Summarization: Provides high-level summaries of onboarding cases, engagements, and touchpoints to streamline oversight and decision-making.

Upgrade Preparation and Activation

Prior to upgrading to Zurich, customers should review and complete the specified pre- and post-upgrade tasks to ensure a smooth transition. Installation of Account Lifecycle Events in Xanadu and Yokohama releases requires requesting the application from the ServiceNow Store. No new activation updates are noted for Zurich.

Changes, Removals, and Deprecations

There are no reported changes, removals, or deprecations of Account Lifecycle Events features between Xanadu, Yokohama, and Zurich releases.

Additional Considerations

No new browser requirements, accessibility updates, localization changes, or additional requirements were introduced across these releases.
Key highlights emphasize improvements in process-based playbooks, customer experience through the CSM portal, enhanced data validation, and integration with external CRM platforms during engagement lifecycles.

Practical Impact for ServiceNow Customers

By leveraging these features, customers can expect streamlined account onboarding processes, improved data handling accuracy, enhanced customer success management, and better risk mitigation strategies. The integration with portals and AI summarization tools further facilitates transparency and efficiency in managing customer engagements. This consolidated set of release notes ensures customers are well-informed about the capabilities available and the necessary steps for upgrading their Account Lifecycle Events application.

Consolidated page of all release notes for Account Lifecycle Events from Xanadu to Zurich.

How to use this page

To help you prepare for your upgrade, we have combined the cross-family Account Lifecycle Events release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Xanadu to Zurich.

Tip:

If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release."

Important information for upgrading Account Lifecycle Events to Zurich

Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

New features

Between your current release family and Zurich, new features were introduced for Account Lifecycle Events.


Release	Release notes
Xanadu	Account onboarding playbook Manage your account onboarding with the playbook, which contains activity definitions for onboarding workflows that include key details such as onboarding status and progress, and shares clear instructions on when tasks should be delivered to various stakeholders. Account onboarding home page Monitor onboarding cases assigned to you, including case tasks, data capture tasks, and associated risks. Data import and validation Upload and process multiple files to the staging table simultaneously. Use the Data Import Builder to configure data sources and transform maps for importing data. Perform field and record level data validations in the Data Validation Assist table. Additionally, 8 pre-configured field level validations are also available with the base system. Recommended actions for account onboarding Provide guidance and recommended actions to the user based on the context of the current record so agents can take appropriate actions as required. Additionally, agents can use guided decision trees to navigate and troubleshoot the onboarding process. View account onboarding cases in the Consumer Service Portal View onboarding case records or case task records on the CSM portal to see details of the onboarding journey. Improve adoption and reduce attrition with Customer Success Use the Customer Success feature to engage with your customers, mitigate risks by running success plays, and identify opportunities for expansion and renewals. Monitor your success portfolio on the Success landing page. View the status of your current engagements, upcoming renewals, and new engagements. View engagement details including success initiatives, success blueprint, and monitor your success cases. Create success plays and success blueprints to define manual or automated activities using the workflow launcher.
Yokohama	Health framework Define the key business and operational indicators and their impact on the overall health of an engagement. You can provide insights that help identify the trends and determine if the engagement is stable. Risk framework Centralize, track, and monitor the relational risks so that you can reduce customer turnover. You can identify risk signals and create repeatable remediation plans. Success blueprint builder Create standardized objectives and outcomes for an engagement. Your customer success managers can prioritize the requirements and identify the outcomes that provide the maximum customer impact. Success initiative roadmap Create a timeline view of the success initiatives and view the status, timing, and priority of these activities. Touchpoints enhancements Use a touchpoint to track and manage your customer interactions through meetings and emails. With the touchpoint planner, you can help to ensure that all customer interactions and related activities are taking place on time with expected results. Case summarization for onboarding cases, engagements, and touchpoints Use generative AI to get a high-level summary of the status of your engagements, onboarding cases, and touchpoints.
Zurich	No updates for this release.

Changes

Between your current release family and Zurich, some changes were made to existing Account Lifecycle Events features.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Removed

Between your current release family and Zurich, some Account Lifecycle Events features or functionality were removed.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Deprecations

Between your current release family and Zurich, some Account Lifecycle Events features or functionality were deprecated.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Activation information

Review information on how to activate Account Lifecycle Events.


Release	Release notes
Xanadu	Install by requesting it from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.
Yokohama	Install by requesting it from ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.
Zurich	No updates for this release.

Additional requirements

If any additional requirements were introduced or changed for Account Lifecycle Events we have noted them here.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Browser requirements

If any specific browser requirements were introduced or changed for Account Lifecycle Events we have noted them here.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Accessibility information

Review details on accessibility information for Account Lifecycle Events, such as specific requirements or compliance levels.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Localization information

If there are specific localization considerations for Account Lifecycle Events we have noted them here.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Highlight information

If there are specific highlight considerations for Account Lifecycle Events we have noted them here.


Release	Release notes
Xanadu	Improve customer experience with process-based playbooks for onboarding cases. View onboarding cases and case tasks on the Customer Service Portal. Improve data capture and validation with the Data Import Builder and Data Validation Assist features. Define and measure business outcomes with documented success plans to promote value. Create customer engagements and monitor their health and evaluate progress. See Account Lifecycle Events for more information.
Yokohama	Define, measure, and track the overall health of an engagement and monitor risk signals and issues. Manage all customer interactions in a single place and organize them with the touchpoint calendar. Create templates to define common success objectives and outcomes and associate them with a product. Use Now Assist for Telecommunications, Media and Technology (TMT) to summarize account onboarding cases, engagements, and touchpoints. Integrate your ServiceNow instance with external Customer Relationship Management (CRM) platforms during the engagement life cycle. See Account Lifecycle Events for more information.
Zurich	No updates for this release.