---
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


---

# Service Request Playbook

# Install and configure the Service Request Playbook application {#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

Install the Service Request Playbook application, which enables public sector users to submit and track non-emergency service requests, and provides government agents with a process for handling 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 Service Request 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-service-request-playbook__table_cmk_mdm_fwb__entry__2}

| Task | Description |
|-|-|
| [Install Service Request Playbook application](https://servicenow-prod.fluidtopics.net/6kxbzVsoZE_czizUghzYBw "If you have the admin role, you can install the Service Request Playbook application (sn_gsm_srvc_req).The application includes demo data and installs any related ServiceNow Store applications and plugins that aren’t already installed.") | Install Service Request Playbook (com.sn_public_sector_digital_services_core) from the ServiceNow® Store. |
| [Automatically route service requests using Advanced Work Assignment](https://servicenow-prod.fluidtopics.net/ZWzCL1Ma_ruwRHBqOcpO1g#psds-configuring-awa "Use the ServiceNow Advanced Work Assignment (AWA) application to route and assign public sector service requests, such as non-emergency requests, to designated agents.") | Use the ServiceNow Advanced Work Assignment (AWA) application to route and assign public sector service requests to designated agents. |
| [Configure Engagement Messenger for Playbooks](https://servicenow-prod.fluidtopics.net/s7Xua9~72Tnm9_E6ejQ1Bg#psds-configure-engagement-messenger "Configure certain Engagement Messenger settings to enable public sector end users to create and track requests. With Engagement Messenger, public sector users can access self-service and chat features from third-party web applications outside of the ServiceNow environment.") | Configure certain Engagement Messenger settings that enable public sector end users to create and track non-emergency service requests from Engagement Messenger. |
| [Enable public sector end users to create a service 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 prebuilt conversation topic, Create a Service Request, which enables end users to submit a service request using the Virtual Agent chatbot. |
| [Configure the Similar Records Activity UI in Service Request Playbook](https://servicenow-prod.fluidtopics.net/uGVsPeQJ~R1mhbdwFBZlRg "The Similar Records Activity UI uses the name and description of existing cases to display a list of cases associated with the current case, allowing an agent to determine whether the current case is a duplicate of an existing case. Similar records can also provide helpful information about a current case.") | View a list of similar requests by location, without having to search for the requests or leave the playbook. |
| [Configure Mobile Agent for Service Request Playbook](https://servicenow-prod.fluidtopics.net/mAPph2VKYKxZg2JQ60pgZw#psds-configure-mobile-agent-for-service-request-playbook "Install the Customer Service Mobile and Service Request Playbook plugins to enable government service agents to track non-emergency service requests on the Mobile Agent. You can then configure the roles.") | (Optional) Install the Customer Service Mobile and Service Request Playbook plugins to enable government service agents to track non-emergency service requests on the Mobile Agent. |
[Tabela 1. Configuration tasks for Service Request Playbook]

{#configuring-service-request-playbook__table_cmk_mdm_fwb}