---
title: Engagement
description: Engagements can document and track interactions between the service provider and customer accounts throughout the customer success journey.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/acct-lifecycle-events/account-lifecycle-engagement.html
release: australia
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Customer success, Explore, Customer Success Management]
---

# Engagement

Engagements can document and track interactions between the service provider and customer accounts throughout the customer success journey.

An engagement provides a centralized view of items associated with the engagement, including health trends, touchpoints, meetings, objectives, and outcomes.

The engagement record is used to:

-   Track customer history and capture past interactions enabling the customer success teams to monitor the account journey.
-   Make informed decisions: Set reminders for future events and maintain consistent follow-ups as required.
-   Create automated triggers: Configure automatic actions based on engagement conditions or related data using health, risk, outcome, and usage frameworks with AI capabilities.
-   Provide enhanced reporting and analytics: Generates reports and insights related to account health, satisfaction levels, and engagement frequency.

For more details on the engagement record and its features, see [Engagement home page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-view-engage.md).