---
title: Manage account onboarding cases
description: Work through the activities in the account onboarding playbook to manage an account onboarding case from creation through go-live and post-support.
locale: en-us
canonical_url: https://www.servicenow.com/docs/r/australia/acct-lifecycle-events/account-lifecycle-manage-acct-onboard.html
release: australia
topic_type: concept
last_updated: "2026-10-09"
reading_time_minutes: 2
breadcrumb: [Account onboarding, Use, Customer Success Management]
---

# Manage account onboarding cases

Work through the activities in the account onboarding playbook to manage an account onboarding case from creation through go-live and post-support.

An account onboarding case is created in one of two ways:

-   Automatically: When a new customer account is created, the Creation of account onboarding case flow is triggered, and an onboarding case is generated automatically. The trigger condition for this flow is configurable — automatic case creation is not mandatory when a new account is created.
-   Manually: For existing customer accounts being onboarded in phases, create additional onboarding cases from the list view. See [Create an account onboarding case](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-create-case.md).

When you open an account onboarding case, you're directed to the first activity in the Initial setup stage. While working on the activities, you can view:

-   The entire playbook process in the horizontal stage picker.
-   The stage headings in the stacked playbook activity view. The activity steps within each stage are set to visible only after you arrive at that stage.
-   Related items, activity stream, and recommended actions in the contextual side panel. Select a link in the **Related items** card to go to the record.

The account onboarding playbook includes the following stages:

-   [Initial setup](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-use-playbook-initiate.md)
-   [Data capture and validation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-use-playbook-data-capture.md)
-   [Development and automation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-use-playbook-development.md)
-   [Testing, training](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-use-playbook-test-golive.md)
-   [Go-live and post support](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-use-playbook-golive-support.md)

-   **[Create an account onboarding case](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-create-case.md)**  
When the customer service agent creates an account, an account onboarding case is generated.
-   **[Account onboarding playbook](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-account-onboard-playbook.md)**  
The account onboarding playbook guides account teams through the structured steps required to set up a new account, from initial configuration to activation. Use it to standardize onboarding and reduce setup errors across accounts.
-   **[Close or cancel an account onboarding case](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-cancel-case.md)**  
You can close or cancel an account boarding case and all the related activities.

**Parent Topic:**[Account onboarding](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-use.md)