---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Playbooks for Portals

# Playbooks for Portals {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

With Customer Service Management (CSM) playbooks on service portals, you get the step-by-step guidance for the case flow process and the contextual information that you need to successfully complete each stage of the flow and its
associated activities.

Guided intake with playbooks makes it effortless to fill out a form or provide information for a case. Playbooks offer a clear roadmap that indicates your progress in the submission process and the remaining steps that you need
to complete. If needed, you can navigate back to a previous step. You're also presented with the options and input controls that enable you to quickly and accurately input information. Additionally, you can save an application
or form that is not yet ready for submission and resume work on it later.

## Get started {#playbooks-for-portals__section_ucx_2fv_xzb}

1. [Set up predefined Playbooks for Portals](https://servicenow-prod.fluidtopics.net/u1_R9FCwZONQjiiR6Rfwcg "Set up predefined Playbooks for Portals to provide end users with the playbook experience on your service portal.")
2. [Set up custom Playbooks for Portals](https://servicenow-prod.fluidtopics.net/pFTicZ6whWLorUPo~CoAyg#activate-playbooks-for-portals "Create custom Playbooks for Portals to provide end users with the playbook experience on your service portal.")
3. [View cases in Draft state on the portal](https://servicenow-prod.fluidtopics.net/B3_a9vVy4DRAbXt88pIyCQ "Customers can view a list of cases in the Draft state from the Customer and Consumer Service Portals.")
4. [Activate a new onboarding playbook with self-service](https://servicenow-prod.fluidtopics.net/_~XS5TMS9bLb_rV7fyonUQ "Activate a new onboarding playbook with self-service in Playbooks (PAD) to ensure that the new playbook is visible.")
5. [Enable a reflow for your UI Builder pages](https://servicenow-prod.fluidtopics.net/8gkNli8grrMfKaazxEM8nw "Enable a reflow for your UI Builder pages. This way, when you’re resizing a window, you don't have to scroll horizontally.")
6. [Using Playbooks for Portals](https://servicenow-prod.fluidtopics.net/S9_N8qvQVt1JsP3UlK1o4g "Whether you're a customer service agent or a customer, you can use Customer Service Management (CSM) playbooks on service portals to complete the tasks and activities that you need to resolve your cases.")
{#playbooks-for-portals__ol_lvx_jvs_1fc}