Retail Core users can use playbooks to complete the tasks and activities that are needed to resolve specific types of cases.

A playbook includes multiple stages and each stage includes one or more activities for an agent to complete. When using a playbook, agents can:

• View the playbook stages and activities.
• Select an activity and perform the work necessary to complete that activity.
• Mark an activity as complete and move to the next activity or stage.
• Complete the stages and activities necessary to resolve the case.

Playbooks for use with Retail Core are configured just as they are for Customer Service Management.

For information on configuring your Playbooks experience, see Configure Playbooks for Customer Service Management.