Playbook capabilities
Summarize
Summary of Playbook capabilities
The playbook capabilities in ServiceNow enhance the efficiency of customer service agents by enabling them to resolve issues quickly and effectively. These features streamline processes, allowing agents to create records and manage workflows with ease.
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Key Features
- Create a record using a playbook: Agents can initiate a record creation through a playbook, starting the first activity directly related to the customer issue.
- End-to-end workflow visualization: The stage picker and activity picker provide agents with insights into the workflow stages, current activities, and progress indicators.
- Contextual side panel: This feature displays relevant information such as activity streams, case overviews, customer details, timelines, SLAs, and dynamic related records.
- Compact mode: Playbooks can be utilized in a compact mode within the contextual side panel, allowing agents to complete activities while viewing other related information.
- SLA widget: Activity cards can show an SLA widget, indicating the time remaining for the SLA associated with specific activities, with color coding for urgency.
Key Outcomes
By leveraging these capabilities, ServiceNow customers can expect improved agent efficiency, faster issue resolution, and enhanced visibility into customer interactions and service level agreements. This ultimately leads to a better customer experience and streamlined operational processes.
The capabilities provided by playbooks enable agents to quickly resolve customer issues. These capabilities work together to provide agents with a better overall experience when using playbooks to resolve customer issues.
| Capability | Description |
|---|---|
| Create a record using a playbook |
Customer service agents can create a record using a playbook instead of a record form. Creating a record using a playbook opens the playbook and initiates the first activity. The agent completes this activity as part of the record creation. For example, an agent can create a case and gather the necessary information about the customer and the issue as the first activity in the playbook. For more information about configuring this feature, see Playbook record generator in the Workspace Playbook setup documentation. |
| See the entire end-to-end workflow using the stage picker and activity picker |
The stage picker and activity picker enable agents to see the following information:
|
| Use the contextual side panel to view additional information |
Playbooks can display the following information in the contextual side panel:
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| Use the contextual side panel to display dynamic related records |
Display records in the contextual side panel that dynamically change based on the context of the current record or playbook activity. For more information, see Dynamic related records. |
| Use a playbook in compact mode |
Compact mode displays the playbook in the contextual side panel. Agents can complete playbook activities in the contextual side panel while viewing other information on the record page. For more information about configuring this feature, see Integrate Playbook with Workspace. |
| View the SLA widget on playbook activity cards |
Activity cards in the playbook activity viewer can display an SLA widget in the upper right corner. The widget appears on the activity card when the playbook activity has an SLA. This includes activities in the
following stages:
The color of the widget indicates the time remaining for the SLA:
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