Using Social Benefits Playbook
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Summary of Using Social Benefits Playbook
The Social Benefits Playbook for Public Sector Digital Services is a guided tool designed to help social benefits case agents and managers efficiently manage and resolve social benefits request cases. It integrates with the Customer Service Management (CSM) Configurable Workspace and automatically appears when a social benefits request case is created. The playbook breaks down workflows into multiple stages and activities, streamlining case handling and providing visibility into the entire lifecycle of the request process.
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Key Features
- Structured Workflow Stages: The playbook divides the case management process into four main stages—Intake, Review, Process, and Decision—each containing specific activities to guide agents through the social benefits request lifecycle.
- Activity Management: Agents can view, select, and complete activities within each stage, advancing the case step-by-step. Automated actions like sending emails can also be triggered upon activity or stage completion.
- Playbook Layout Components:
- Playbook Header: Displays the playbook title, progress tracker, filters for activities by user or status, and action menus for playbook-level and activity-level operations.
- Playbook Life-cycle Panel: Lists all activities in the current stage, allowing expansion or collapse for easy navigation.
- Work Area: Shows the current activity card where agents perform their tasks.
- Contextual Side Panel: Provides access to case activity streams, case overview, customer details, timelines, SLAs, and dynamic related records.
- Case Information Cards: Include contact details with communication preferences, identity verification types, licenses/permits status, and policy insights relevant to eligibility.
- Customization: Administrators can modify the base workflow to tailor the playbook to specific social benefits use cases.
Practical Benefits for ServiceNow Customers
- Enables agents to efficiently capture, review, process, and communicate decisions on social benefits requests within a clear, guided framework.
- Improves case resolution speed and accuracy through structured stages and automated activities.
- Enhances agent productivity by providing contextual information and easy access to case details and related records within the workspace.
- Supports compliance and informed decision-making by integrating policy references directly into the workflow during critical activities.
If you're a social benefits case agent or manager, you can use the Social Benefits Playbook for Public Sector Digital Services to manage and resolve requests for social benefits.
The Social Benefits Playbook automatically appears in the Playbook tab when you create a social benefits request case by using the CSM Configurable Workspace. A playbook takes a workflow and breaks it into multiple stages or lanes. Each stage in a playbook includes one or more activities, or steps, for you to complete. Stages can also include
automated activities, such as auto-sending an email to a customer when a stage or activity is complete. When using a playbook, you can:
- View the playbook stages and activities.
- Select an activity and perform the work to complete that activity.
- Mark an activity as complete and move to the next activity or stage.
- Complete the stages and activities to resolve the case.
The workflows for a type of case and the activities that you need to resolve these cases are in the playbook. By using a playbook, you can visualize the entire life cycle of the information request workflow.
Playbook stages
Like other Public Sector Digital Services playbooks, this playbook contains four stages (Intake, Review, Process, and Decision) and several activities in each stage. Below is a diagram illustrating the base Social Benefits Playbook workflow. This workflow can be modified by an admin to match a specific social benefits use case.
The Social Benefits Playbook stages are listed in the following table.
| Task | Description |
|---|---|
| Intake | Guides you through the record creation process by capturing the details of the social benefits request and assigning it to the right agent. |
| Review | Acts as a checkpoint for eligibility verification and provides you with an opportunity to review the case details. |
| Process | Guides you through the activities for social benefits request fulfillment. |
| Decision | Captures and communicates the decision and next steps to the constituent and any other agents or involved parties. |
Playbook layout
The following figure shows the components that you can see in the Social Benefits Playbook workspace.| Playbook area | Description |
|---|---|
| Playbook header |
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| Playbook Life-cycle |
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| Playbook work area |
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| Contextual side panel |
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| Case Information Contact Card |
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| Items Received Card |
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| PaCE policy card |
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