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Use › Customer Success Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Customer success

Learn how your organization can use the customer success solution to engage with your customers, mitigate risks by running success plays, and identify opportunities for expansion and renewals.

Important: Account Lifecycle Events has been renamed to Customer Success Management in Zurich.

  • Dashboards
    Monitor engagement health, portfolio performance, and risk trends using the customer success dashboards.
  • Manage engagements
    Create and manage customer engagements, success blueprints, touchpoints, risk signals, and success plays throughout the customer success journey.
  • Manage customer success playbooks
    Use the customer success playbooks to manage planned and unplanned activities during an engagement. Configure the structure of these playbooks, including their stages and activities, use the Playbook builder.
  • Product adoption
    Track how customers use your products and plan their adoption journey using product capability records and adoption roadmaps.
  • Touchpoints
    Plan, log, and track customer interactions throughout the engagement lifecycle using touchpoint records.
  • 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.
  • View related items
    The Related Items component provides access to related lists associated with engagements, customer plays, and internal plays
  • AI search with recommended actions
    Use AI search with recommended actions to create contexts and search for relevant records.

Parent Topic:Use Customer Success Management