Using License and Permit Playbook

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Using License and Permit Playbook

    The License and Permit Playbook for Public Sector Digital Services is designed for license and permit case agents and managers to efficiently manage requests. It provides a step-by-step guide through the lifecycle of a case, facilitating the tracking and resolution of license and permit requests. The playbook automatically appears in the Playbook tab when a request case is created using the CSM Configurable Workspace.

    Show full answer Show less

    Key Features

    • Workflow Management: The playbook breaks down the workflow into four main stages: Intake, Review, Process, and Decision, allowing agents to visualize the entire lifecycle of the request.
    • Activity Tracking: Agents can view, select, and complete activities within each stage, marking them as complete to progress through the workflow.
    • Automated Tasks: The playbook includes automated activities, such as sending notifications to customers upon completion of certain stages.
    • Dynamic Layout: The process-based experience view displays relevant information prominently, helping agents track their progress and manage cases effectively.

    Key Outcomes

    By utilizing the License and Permit Playbook, agents can streamline the management of license and permit requests, reducing the likelihood of duplicate cases and ensuring efficient processing. The structured approach promotes accountability and enhances communication with constituents, leading to improved service delivery.

    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.