---
title: Add a success initiative
description: Create a success initiative with a planned set of internal or external tasks to support a primary success outcome.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/acct-lifecycle-events/account-lifecycle-success-initiative.html
release: australia
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 3
breadcrumb: [Create a success blueprint manually, Create a success blueprint, Manage engagements, Customer success, Use, Customer Success Management]
---

# Add a success initiative

Create a success initiative with a planned set of internal or external tasks to support a primary success outcome.

## Before you begin

Role required: role sn\_acct\_lc.customer\_success\_agent , sn\_acct\_lc.customer\_success\_customer

## About this task

Success initiatives are a set of planned activities or tasks that a provider and a customer must complete achieving a primary success outcome. A success initiative can include one or more tasks that can be internal or external and can be defined with the Create Success Initiative playbook.

**Note:** The Create Success Initiative playbook has a set of predefined stages and fields. You can add or modify these stages using Playbooks. See [Playbook builder](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/build-workflows/exploring-process-automation-designer.md) for the details.

## Procedure

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

2.  Navigate to the **Customer Success** > **All Initiatives** and select **New** to launch the playbook.

3.  In the Initial setup page, select the primary success outcome associated with this initiative.

4.  Select **Continue** to move to the next tab.

    The success initiative record is created.

5.  In the Plan section, enter the core information for this initiative as follows.

<table id="table_ofk_5cb_1cc"><thead><tr><th>

 

</th><th>

 

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

Primary success outcome

</td><td>

The primary success outcome associated with this initiative.

 To create applicable success outcome, see [Create an applicable success outcome](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-create-applicable-outcome.md).

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

Contact

</td><td>

The customer contact responsible for this initiative.

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

Assigned to

</td><td>

The internal team member responsible for this initiative.

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

Squad

</td><td>

The team supporting this account for achieving both value and success.

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

Category

</td><td>

The category associated with this initiative.-   General
-   Strategic planning
-   Architecture and design
-   Adoption
-   Technical guidance


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

State

</td><td>

State of the initiative.-   New
-   In progress
-   Paused
-   Canceled
-   Closed


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

Progress

</td><td>

Current progress of this initiative.-   Not Started
-   On-Track
-   At Risk
-   Paused
-   Completed
-   Canceled


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

Priority

</td><td>

Priority of this initiative in comparison to others.-   Critical
-   High
-   Medium
-   Low
-   Very Low


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

Due date

</td><td>

Date on which this initiative is due.

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

Subject

</td><td>

Enter a subject for this initiative.

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

Description

</td><td>

Enter a description for this initiative.

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

Product

</td><td>

Automatically populated from the success objective table when primary success outcome is selected.

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

Needs attention

</td><td>

Clear the check box to make Blocked by capability work.

</td></tr></tbody>
</table>6.  Select **Mark Complete**.

7.  In the Collab and Complete step, select **Create Task** to create a success task automatically, or select **Skip** to skip this step.

    The **Create Task** and **Skip** buttons are visible to the user.

8.  In the Summarize and Close step, enter the following details.

    -   Closure code: Select the reason for which the record is being closed.
        -   Achieved
        -   Partially achieved
        -   Missed
        -   Canceled
    -   Close notes: Provide a description on which this initiative is being closed.
9.  Select **Mark Complete** to complete this task.

    **Note:** You can use response templates to provide quick responses, or copy and paste relevant information from a case. Select the **Response template** icon and select the response template you want to use. For more details on response templates, see [Response templates](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/servicenow-platform/response-templates-templated-snippets.md).


## What to do next

You can perform the following actions:

-   Discuss: Select **Discuss** to start a sidebar discussion about this initiative. In the pop-up window, select the participants who must participate in the discussion, enter a brief message, and select **Start discussion**. A window appears with a link to the record for this initiative. Select **Open record** and start the discussion. When the discussion has been completed, you can see the details in the **Activity stream**.
-   Assign to me: Select this option to reassign this initiative to yourself.
-   Close initiative: Once the initiative has been completed and the Closure code is set to **Achieved**, you can close this initiative.
-   Create success play: Select this option to create a success play. See [Create a success play](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-create-success-play.md) for the details.
-   Email: Open the **Activity stream** and select **Email** from the More drop down list. Enter the required details and select **Send email**.

    **Note:** You can send emails only to the team members associated with the account.


**Parent Topic:**[Create a success blueprint manually](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-create-blueprint-manual.md)