Create a customer success definition record

Define categories and subcategories for success play workflows.

Before you begin

• Define and configure the subflow that triggers the success workflow before starting.

• Role required: sn_acct_lc.ale_success_play_admin

About this task

The customer success definition table controls what appears in the success play workflow. The category and sub-categories that appear in the success play correspond to a customer success definition record that matches the selected category. When you select a success play, the selected linked flow runs. The flow creates a record in the target table, triggers a playbook, or performs another action as specified in the subflow.

Procedure

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

2. Navigate to the Customer Success > Customer Success Definition and select New.

3. On the form, fill in the fields.

<table id=“table_ddj_yyb_1cc”><thead><tr><th>

Field

</th><th>

Description

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

Flow

</td><td>

Subflow triggered by this Customer Success definition record. Must be defined and configured in Flow Designer.

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

Category

</td><td>

Category that groups related plays in the success play workflow launcher. Available categories:- Onboarding - Risk Management - Success Planning - Success Support

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

Sub category

</td><td>

Subcategory filtered by the selected category.

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

State

</td><td>

State of this Customer Success definition record:- Draft - Published - Closed - Canceled

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

Order

</td><td>

Order in which categories appear in the workflow launcher pages.

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

Title

</td><td>

Title of the workflow launcher item.

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

Description

</td><td>

Purpose of this workflow launcher item.

</td></tr></tbody> </table>4. Set the state of this record to Published and select Save.

The success play is available when the **Create success play** option is selected. See [Create a success play](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-create-success-play.md) for details.

Parent Topic:Getting started with Customer Success