--- title: Manage engagements description: Create and manage customer engagements, success blueprints, touchpoints, risk signals, and success plays throughout the customer success journey. locale: en-us canonical_url: https://www.servicenow.com/docs/r/acct-lifecycle-events/account-lifecycle-manage-engage.html release: brazil topic_type: concept last_updated: "2026-11-06" reading_time_minutes: 2 breadcrumb: [Customer success, Use, Customer Success Management] --- # Manage engagements Create and manage customer engagements, success blueprints, touchpoints, risk signals, and success plays throughout the customer success journey. An engagement centralizes the activities involved in a customer's success journey. Customer success managers use engagements to define success criteria with blueprints, track health and risk, run success plays, and manage touchpoints with customers throughout the engagement lifecycle. - **[Engagement home page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/account-lifecycle-view-engage.md)** This page provides detailed information of an engagement including internal and external stakeholders, upcoming touchpoints, initiatives, and blueprints. - **[Create an engagement](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/account-lifecycle-create-engage.md)** Create an engagement record that centralizes all internal and external activities that are involved in the customer success journey. - **[Engagement onboarding links](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/account-lifecycle-engage-onb-links.md)** Link an engagement to more than one onboarding case to see all of the onboarding work for that engagement in one place. - **[Create a touchpoint](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/account-lifecycle-create-touchpoint.md)** Create a touchpoint to capture and support conversations between providers and customers during the engagement lifecycle. - **[Create a risk signal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/account-lifecycle-create-risk-signal.md)** Create a risk signal to identify any risk or issues that can occur during the engagement lifecycle. - **[Create a success play](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/account-lifecycle-create-success-play.md)** Use this option to create a success play to create automated actions. - **[Create a success blueprint](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/account-lifecycle-create-success-blueprint.md)** Create a success blueprint to define the success objectives, primary success outcomes, and success initiatives for an engagement. - **[Create an applicable success outcome](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/account-lifecycle-create-applicable-outcome.md)** Create the applicable success outcomes to support the primary success outcome. - **[Close or cancel a success initiative](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/account-lifecycle-cancel-success-initiative.md)** You can close or cancel a success initiative and all the related tasks. - **[Success objective record page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/account-lifecycle-view-success-object.md)** This page provides a detailed view of the success objective and its related outcomes and initiatives as defined in the success blueprint. - **[Primary success outcome record page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/account-lifecycle-view-sucess-outcome.md)** A primary success outcome refers to the result or goal that is used to measure the achievement of a success objective. - **[Measure success rate](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/account-lifecycle-success-score-calc.md)** Measure and track the effectiveness and completion of success objectives and outcomes within a project or engagement with success scores and success rates. - **[Success initiative roadmap](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/account-lifecycle-success-roadmap.md)** The success initiative roadmap displays success initiatives and their outcomes over time in a visual timeline. Use it to track initiative progress, filter by status, and adjust the view by timescale or grouping. - **[Create an implementation record](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/account-lifecycle-create-imp-record.md)** Track the progress of a partner or customer implementing a product or a service. - **[ServiceNow Otto for Telecommunications, Media, and Technology \(TMT\) Support renewals and expansion](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/now-assist-tmt-renewal-analyzer.md)** Assess engagements and contracts due for renewal, analyze trends, and recommend renewal strategies. - **[Renewal insight engine skill in ServiceNow Otto for Telecommunications, Media, and Technology \(TMT\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/renewal-insight.md)** Analyzes the renewal likelihood and expansion potential of an engagement or contract and generates recommended actions. - **[Squad resource identifier agentic workflow](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/now-assist-squad-resource-identifier.md)** Use a squad resource identifier agentic workflow to identify and recommend internal experts based on record under consideration, skill set, region, and real-time availability. **Parent Topic:**[Customer success](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/account-lifecycle-use-cust-success.md)