Using License and Permit Playbook

  • Release version: Yokohama
  • Updated July 31, 2025
  • 3 minutes to read
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    Summary of Using License and Permit Playbook

    The License and Permit Playbook for Public Sector Digital Services (PSDS) is designed to help license and permits case agents and managers effectively manage and resolve license and permit request cases. It provides a structured, step-by-step workflow that guides users through the entire life cycle of a license and permit request within the CSM Configurable Workspace. The playbook simplifies complex processes by breaking them down into stages and activities, some of which can be automated to increase efficiency. It appears automatically when creating a license and permit request case.

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    Key Features

    • Structured Workflow: The playbook divides the case lifecycle into four main stages: Intake, Review, Process, and Decision. Each stage contains multiple activities to complete.
    • Process Visualization: Agents can view the complete workflow and track progress using a horizontal stage picker that highlights the current stage and overall progress.
    • Activity Management: Users can select and complete activities sequentially, with options to mark tasks complete and move forward in the workflow.
    • Playbook Layout: The workspace includes a playbook header with filtering and action menus, a left-side playbook lifecycle panel listing stage activities, a central work area displaying current activity details, and a contextual side panel showing case streams, customer info, SLAs, and dynamic related records.
    • Contact and License Information: Constituent contact details and license/permit status (active, expired, expiring) are always accessible in dedicated panels to support informed decision-making.
    • Configurable Workflow: While a base workflow is provided, it can be customized to fit specific license or permit use cases.

    Practical Benefits for ServiceNow Customers

    • Provides clear, actionable guidance for agents to manage license and permit requests efficiently and consistently.
    • Improves case resolution times by breaking down tasks and enabling progress tracking throughout the request lifecycle.
    • Supports automation to reduce manual effort, such as sending customer notifications upon stage completion.
    • Enhances visibility with comprehensive case and customer details readily available, aiding more informed and timely decisions.
    • Facilitates collaboration by clearly defining responsibilities and next steps at each stage of the workflow.

    If you're an license and permits case agent or manager, you can use the License and Permit Playbook for Public Sector Digital Services to manage and resolve requests for licenses and permits.

    A playbook provides you with step-by-step guidance through the life cycle of a license and permits request case.

    The License and Permit Playbook automatically appears in the Playbook tab when you create an license and permit 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 PSDS playbooks, this playbook contains four stages (i.e., Intake, Review, Process, and Decision) and several activities in each stage. Below is a diagram illustrating the base License & Permit playbook workflow. This workflow can be modified to match a specific license/permit use case.

    The License and Permit Playbook stages are listed in the following table.
    Table 1. Playbook stages
    Task Description
    Intake Guides you through the record creation process by capturing the details of the license and permit request and assigning it to the right agent.
    Review Acts as a checkpoint for duplicate cases and provides you with an opportunity to review the case details.
    Process Guides you through the activities for the license and permit request fulfillment.
    Decision Captures and communicates the documents and information to the constituent and any other agents or involved parties.

    Playbook layout

    A playbook is made up of several areas, including the playbook life cycle, the playbook work area, and the contextual side panel. The activity view determines how the stages and activities appear in the playbook.

    The default activity view for the License and Permit Playbook is the Process-based experience view. This view, which is shown in the following example, shows constituent or business information and case task information at the forefront of the playbook work area as you work on it.

    The process-based playbook layout shows the following features:
    • A horizontal stage picker that gives the agent a complete view of the entire process and where they currently are in that process. Agents can use the stage picker to track their overall progress as they work on cases.

    • Record information on the left side of the page, such as the contact information that is always available.

    • Related records in the contextual side panel supported by the dynamic related records component.
    Figure 1. Playbook layout with the Process-based Experience view
    Agent workspace view of the License and Permit Playbook life cycle, case record information, and license request details, shown in the Process-based experience view.
    The following table shows the components that you can see in the License and Permit Playbook workspace.
    Table 2. Playbook components
    Playbook area Description
    Playbook header
    • Appears at the top of the playbook.
    • Shows the title of the playbook and a horizontal stage picker that displays progress through the playbook stages.
    • Includes a filter that you can use to filter the activities by the assigned user or the activity status.
    • Includes the Playbook Actions menu that you can use to select the playbook-level and activity-level actions.
    Playbook Lifecycle
    • Appears in a panel on the left side of the playbook.
    • Displays a list of the activities for each stage.

    • With the horizontal stage layout, you can expand or collapse the entire list of activities for the current stage.
    Playbook work area
    • Appears in the middle of the playbook.
    • Displays the card for the current activity.
    Contextual side panel
    • Appears on the right side of the playbook.
    • Includes the tabs that you can use to display the following types of information:
      • Case or case task activity stream.
      • Ribbon information such as the case overview, customer details, timeline, and service level agreements (SLAs).
      • Dynamic related records. For more information, see Dynamic related records.
    Case Information Contact Card
    • Contact information for the constituent or business that submitted the request.
    • Appears in a panel on the left side of the playbook.
    Items Received Card
    • Appears on the left side of the playbook.
    • Shows licenses/permits that are active, expired, and expiring soon, and the time remaining on each one.