--- sourceDocument: Australia Public Sector sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/government-industry Release : - australia ft:locale : - pt-BR ft:publication_title : - Australia Public Sector ft:clusterId : - gvin bundleId : - gvin workflow : - Customer and Industry --- # License and Permit Playbook # Install and configure the License and Permit Playbook application {#ariaid-title1} * Versão de lançamento: Australia * * Atualizado 12 de mar. de 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 min. de leitura Install the License and Permit Playbook application, which enables public sector end users to submit and track license and permit requests and provides government agents with a pre-defined process for handling and resolving these requests. You can then configure the features available for submitting requests and routing requests to agents. As a user with the admin role, complete the following configuration tasks to set up the License and Permit Playbook, after you install the [Public Sector Digital Services Core](https://servicenow-prod.fluidtopics.net/fpI0vF0mH7NjVB2zxuMXGw "You can install the Public Sector Digital Services Core application (sn_gsm) if you have an admin role. The application includes demo data.") application.{#configuring-license-permit-playbook__table_cmk_mdm_fwb__entry__2} | Task | Description | |-|-| | [Install License and Permit Playbook for Public Sector Digital Services](https://servicenow-prod.fluidtopics.net/OKf_9OgLavXTFMbE6l286Q "You can install the License and Permit Playbook application (sn_gsm_lic_prmt) if you have the admin role.The application includes demo data and installs related ServiceNow Store applications and plug-ins if they aren’t already installed.") | Install License and Permit Playbook (com.sn_public_sector_digital_services_core) from the ServiceNow® Store. | | [Configure service definition catalog items for License and Permit Playbook application](https://servicenow-prod.fluidtopics.net/ug8Bi1Cwlr6yF3s5nN_bVw "Create a service definition for use with the License and Permit Playbook in Public Sector Digital Services.") | The Services Offered and Services Received tables have been migrated into the Service Definition table. All Services Offered data must be converted into individual Service Definitions. For more information, see [Services Offered and Services Received Migration Guidance](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1559449). | | [Enable public sector end users to create a License or Permit request using Virtual Agent](https://servicenow-prod.fluidtopics.net/pP5ZS4inaAXRJazG9yKHwQ "Set up ServiceNow Virtual Agent so that conversation designers (topic authors) can create and modify automated conversations for public sector use cases. Virtual Agent for Public Sector Digital Services also helps your constituents complete common self-service tasks on the Government Service Portal with predefined Government Service Virtual Agent topics (chatbot conversations).") | Use Virtual Agent Designer to [publish](https://www.servicenow.com/docs/access?context=publish-virtual-agent-topic&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US) the pre-built conversation topic, Start a License/Permit Application, which enables end users to submit a license or permit request using the Virtual Agent chatbot. For more information, see [Configure Virtual Agent for License and Permit Playbook](https://servicenow-prod.fluidtopics.net/SaTDQYg05mybASwvZhJqNg "The License and Permit Playbook includes Virtual Agent (VA) capabilities. Virtual Agent functionality allows constituents to serve themselves by engaging with a messaging interface, featuring pre-built conversations powered by artificial intelligence. Constituents can utilize the Virtual Agent to initiate new license/permit applications, access existing applications, check application status, and more."). | | [Automatically route license and permit requests using Advanced Work Assignment](https://servicenow-prod.fluidtopics.net/ZWzCL1Ma_ruwRHBqOcpO1g#psds-configuring-awa-lpr "Use the ServiceNow Advanced Work Assignment (AWA) application to route and assign license/permit requests to designated agents.") | Use the ServiceNow Advanced Work Assignment (AWA) application to route and assign license and permit requests to designated agents. | | [Configure License and Permit Eligibility Framework in License and Permit Playbook](https://servicenow-prod.fluidtopics.net/oEFXuJ2lbiY0qfuV_cHlUQ "The eligibility criteria in License and Permit Playbook allows an agent to confirm whether an applicant is eligible for the specific license or permit requested.​") | Configure the pre-eligibility criteria to allow agents to confirm whether an applicant is eligible for the specific license or permit requested. | | [Configure decision tables for License and Permit Playbook](https://servicenow-prod.fluidtopics.net/Venx~_GCapDRRjjg_5zKxg "Use decision tables to simplify the pricing configuration of a license or permit request that depends on multiple factors. Decision tables provide a single point where you can create, view, and modify pricing and dependent attributes.") | Use decisions tables to simplify the pricing configuration of a license or permit request that depends on multiple factors. Decision tables provide a single point where you can create, view, and modify pricing and dependent attributes. | | [Create Document Templates for License and Permit Playbook](https://servicenow-prod.fluidtopics.net/ZuUBkmJ2xxv7Xtt~37KDuA "With the ServiceNow Document Templates application, you can create HTML and PDF document templates to generate standard letters or documents. You can automate and simplify the process of filling, signing, and reviewing a document online.​ Use the Document Templates application to generate templates for various types of Licenses and Permits that will be issued to applicants through the License and Permit Playbook.") | Use the Document Templates application to generate templates for various types of Licenses and Permits issued through the License and Permit Playbook. | [Tabela 1. Configuration tasks for License and Permit Playbook] {#configuring-license-permit-playbook__table_cmk_mdm_fwb} ## Key capabilities that support the License and Permit Workflows {#configuring-license-permit-playbook__section_fr4_rdy_dfc} The main ServiceNow capabilities that are leveraged to support the Grants Management workflows are: * Document Management/Processor: Manage internal docs with version control, security, \& workflow integration. Request and verify docs from applicants * [Playbooks](https://servicenow-prod.fluidtopics.net/CWMPulSLS8z2zU6pdwZf5Q "A playbook provides government service agents with step-by-step guidance through the life cycle of a public service request case. Use Playbooks to fulfill requests for licenses and permits, government records and other public information, or non-emergency service requests."): Provide a visual, step-by-step guide for applicants and agents to complete key processes. * [Policy as Code Engine (PaCE)](https://www.servicenow.com/docs/access?context=pace-managing-policies&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US): Streamline the creation, maintenance, and use of screening criteria with a low-code rules engine: Enable all providers of services using Service Exchange to be transparent and collaborative with their partner agencies who use ServiceNow by syncing relevant tasks like cases, to consumers as Provider Tasks. * Configurable Portal Widgets: Use pre-built UI components for easy portal set up and modification. * [Smart Assessment](https://servicenow-prod.fluidtopics.net/XY~5UewpZ~9qjVoDiJ9FsA "The Smart Assessment Engine (SAE) in ServiceNow streamlines and automates assessment processes, reducing manual efforts and costs. It supports various assessment types, includes drag-and-drop functionality for designing templates, and offers end-to-end workflow automation. SAE is highly configurable, making it adaptable for a wide range of use cases, including control attestation and risk identification."): Improve the creation and maintenance of application questions. * [Decision Trees](https://servicenow-prod.fluidtopics.net/vyN2o45uUQIMsz8lhrWIKQ "The Grants Management Program Setup enables grant program managers to use decision trees to define a series of pre-eligibility questions to check if the applicants qualify for the program."): Provide a structured, step-by-step approach for pre-screening potential applicants. {#configuring-license-permit-playbook__ul_f1s_k15_yxb}