CEM Playbook tab
The Playbook tab in Critical Event Management (CEM) provides an agent a step-by-step guide for managing critical events. It tracks tasks across different phases and confirms that all necessary actions are completed.
A playbook serves as a starting point for customers to set up processes tailored to their specific needs.
The Playbook tab has the following phases:
- In the Triage Playbook you can:
- Review the incoming submission to identify and confirm the critical event.
- Connect the critical event to an existing parent record if it’s directly related or part of a larger situation.
- Assign the critical event to appropriate responders to promote timely action.
- In the Generic Playbook you can:
- Evaluate the details of the critical event to determine the necessary actions.
- Monitor that all event details are accurate and current.
- Coordinate communications with responders and affected individuals, send initial updates and follow-ups as needed.
- Confirm the statuses of all potentially impacted individuals to account for everyone.
- Create incident records if needed or review the list of incidents generated.