---
title: Create an implementation record
description: Track the progress of a partner or customer implementing a product or a service.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/acct-lifecycle-events/account-lifecycle-create-imp-record.html
release: australia
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 2
breadcrumb: [Manage engagements, Customer success, Use, Customer Success Management]
---

# Create an implementation record

Track the progress of a partner or customer implementing a product or a service.

## Before you begin

Role required: sn\_acct\_lc.customer\_success\_application\_admin, sn\_acct\_lc.agent, sn\_acct\_lc.customer\_success\_agent

## Procedure

1.  Navigate to **Workspace** > **CSM/FSM Configurable Workspace** and select the **List** icon.

2.  Navigate to the **Customer Success Management** > **All Implementation Records** and select **New**.

3.  On the form, fill in the fields.

<table id="table_nzg_jfk_xfc"><thead><tr><th>

Field

</th><th>

Description

</th></tr></thead><tbody><tr><td>

Number

</td><td>

System generated unique number for the implementation record.

</td></tr><tr><td>

Engagement

</td><td>

The engagement that is being tracked. This is a required field.

</td></tr><tr><td>

Account

</td><td>

The enterprise account associated with the engagement is automatically populated.

</td></tr><tr><td>

Type

</td><td>

Select the type of engagement from the list. This is a required field. -   Partner led
-   Self led
-   Professional services


</td></tr><tr><td>

Contact

</td><td>

The primary customer contact for this implementation.

</td></tr><tr><td>

Executive sponsor

</td><td>

The customer sponsor responsible for this implementation.

</td></tr><tr><td>

Partner

</td><td>

If it is a partner led implementation, select the contact name from the list.

</td></tr><tr><td>

Partner contact

</td><td>

The primary partner contact for this implementation.

</td></tr><tr><td>

Certified

</td><td>

Indicate if the partner is certified. You can select:-   Certified
-   Not certified


</td></tr><tr><td>

Owner

</td><td>

The owner responsible for the implementation.

</td></tr><tr><td>

State

</td><td>

State of the implementation. This can be:-   New
-   In progress
-   Paused
-   Canceled
-   Closed


</td></tr><tr><td>

Progress

</td><td>

Current progress of the implementation. This can be:-   Not started
-   On-track
-   At risk
-   Paused
-   Completed
-   Canceled


</td></tr><tr><td>

Actual start date

</td><td>

The actual start date of the implementation.

</td></tr><tr><td>

Actual end date

</td><td>

The actual end date of the implementation.

</td></tr><tr><td>

Actual duration

</td><td>

The actual duration of this implementation.

</td></tr><tr><td>

Planned duration

</td><td>

The planned duration of this implementation.

</td></tr><tr><td>

Planned start date

</td><td>

The planned start date of this implementation.

</td></tr><tr><td>

Planned end date

</td><td>

The planned end date of this implementation.

</td></tr><tr><td>

Product scope

</td><td>

Select the Sold Product for which the implementation is being tracked.

</td></tr><tr><td>

Capability scope

</td><td>

Select the product capability for which the implementation is being tracked.

</td></tr><tr><td>

Squad

</td><td>

Select the squad members supporting the implementation.

</td></tr><tr><td>

Watch list

</td><td>

Select the users who should be notified of any updates to the implementation record.

</td></tr><tr><td>

Work notes list

</td><td>

Select the users who should be notified of any updates to the work notes field.

</td></tr><tr><td>

Work notes

</td><td>

Enter any internal notes related to the implementation.

</td></tr><tr><td>

Closure information

</td><td>

If the State is **Closed** or **Canceled**, select the Closure code from the list:-   Successful
-   Unsuccessful
-   Canceled/voided
Enter any additional information in the Close notes field.

</td></tr></tbody>
</table>4.  Select **Save** to create the implementation record.

    After the record has been created, you can view the implementation record under the Related Items list on the Engagement home page

5.  Navigate to **Workspace** &gt; **CSM/FSM Configurable Workspace** and select the **List** icon.

6.  Navigate to the **Customer Success** &gt; **All Engagements** and open an engagement record.

7.  Select the **Related Items** link on the Engagement home page.

8.  Expand the Implementation Records item to view the list of implementation records associated with the engagement.

    \[Omitted image "related-items-imp-rec.jpg"\] Alt text: Related Items: Implementation Record

    You can do the following:

    -   Select **Create** to create implementation record.
    -   Select **View all** to view all the implementation records associated with the engagement. The list of records is displayed on a separate page.
    -   Select the \[Omitted image "open-link-right-outline-24.svg"\] Alt text: to open and edit the implementation record.

**Parent Topic:**[Manage engagements](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-manage-engage.md)