---
title: View customer success cases in the CSM portal
description: View the customer success case records or case task records on the Customer Service Management \(CSM\) portal.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/acct-lifecycle-events/account-lifecycle-view-customer-success-portal.html
release: australia
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 2
breadcrumb: [Customer success, Use, Customer Success Management]
---

# View customer success cases in the CSM portal

View the customer success case records or case task records on the Customer Service Management \(CSM\) portal.

## Before you begin

Role required: admin

-   sn\_acct\_lc.customer\_success\_agent
-   sn\_acct\_lc.customer\_success\_customer
-   sn\_customerservice.customer\_case\_manager

## Procedure

1.  Use the name and password that you created during the registration process to log in to the Customer Service Portal.

    See [Using the Customer Service Portal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/customer-service-management/use-the-customer-portal.md) for the details.

2.  On the home page, select **My Lists** to view the customer success cases and case tasks.

    Depending on your user role, you can view the following lists:

    -   All Success Initiatives: Available for internal users with sn\_acct\_lc.customer\_success\_agent and for customers with sn\_acct\_lc.customer\_success\_customer and sn\_customerservice.customer\_case\_manager.

        All Success Initiatives associated with the customer engagement is displayed in the form of a list.

    -   My Success Initiatives: Available for users with sn\_acct\_lc.customer\_success\_agent and sn\_customerservice.customer\_case\_manager.

        For internal users, all the success initiative assigned to logged-in user is shown in the list.

        For customers, in the success initiatives form visible to the customer check box must be true and the logged-in user must be in the contact filter.

    -   All Customer Plays: Available for internal users with sn\_acct\_lc.customer\_success\_agent and for customers with sn\_acct\_lc.customer\_success\_customer and sn\_customerservice.customer\_case\_manager.

        All the customer plays associated with the customer engagement are displayed in the form of a list.

    -   My Customer Plays: Available for users with sn\_acct\_lc.customer\_success\_agent and sn\_customerservice.customer\_case\_manager.

        For internal users, all the customer plays assigned to logged-in user are shown in the list.

        For customers, in the customer play form visible to the customer check box must be true and the logged-in user must be in the contact filter.

    -   All Touchpoints: Available for internal users with sn\_acct\_lc.customer\_success\_agent and for customers with sn\_acct\_lc.customer\_success\_customer and sn\_customerservice.customer\_case\_manager.

        All the touchpoint cases associated with the customer engagement are displayed in the form of a list.

    -   My Touchpoints: Available for users with sn\_acct\_lc.customer\_success\_agent and sn\_customerservice.customer\_case\_manager.

        All the touchpoints assigned to the logged-in user are shown in the list.

    **Note:** When you search for something on the service portal, the search results are shown in separate **Sources**: Customer Plays, Customer Play Tasks, Success Initiatives, and Touchpoints.

3.  Select on the **All Success Initiatives** in the list.

    All the success initiatives related to the selected account are displayed.

4.  Select on a **Success Initiative** in the list.

    **Note:** The Header section for the case and case tasks can be configured and you can add or remove fields as required.

    The following details are displayed for each case.

    -   Header section that provides basic information about the case including case number, state, account, subject, due date, and days remaining.
    -   Select the task to view additional information such as success case task, activities, and any attachments.
    -   The left-hand section provides the following details:
        -   General instructions: Provides a short description and a detailed case description.
        -   Product information: Shows the product information.
        -   Shared articles: Shows knowledge articles that have been shared with you. Select the article link to view details.
5.  Select on the **All Customer Plays** in the list.

    All the customer plays related to the selected account are displayed.

    All the activities related to the customer play task are displayed.

6.  Select on the **All Touchpoints** in the list.

    All the touchpoints related to the selected account are displayed.

    All the activities related to the case task are displayed.


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