---
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


---

# Social Benefits Playbook

# Install and configure the Social Benefits 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 Social Benefits Playbook application, which enables public sector end users to submit and track social benefit 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 Social Benefits 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-social-benefit-playbook__table_cmk_mdm_fwb__entry__2}

| Task | Description |
|-|-|
| [Install Social Benefits Playbook for Public Sector Digital Services](https://servicenow-prod.fluidtopics.net/QARg_r9Lx0tzkAbUp3vmWg "You can install the Social Benefits Playbook application (app-psds-social-benefits) if you have the admin role.The application includes demo data and installs related ServiceNow Store applications and plugins if they aren’t already installed.") | Install Social Benefits Playbook (app-psds-social-benefits) from the ServiceNow® Store. |
| [Automatically route social benefit requests using Advanced Work Assignment](https://servicenow-prod.fluidtopics.net/ZWzCL1Ma_ruwRHBqOcpO1g#psds-configuring-awa-sbp "Use the ServiceNow Advanced Work Assignment (AWA) application to route and assign social benefits requests to designated agents.") | Use the ServiceNow Advanced Work Assignment (AWA) application to route and assign social benefit requests to designated agents. |
| [Configure Eligibility Rules Engine in Social Benefits Playbook](https://servicenow-prod.fluidtopics.net/_9ftWlEoVyOqkwmy3_qOuA "The eligibility criteria in Social Benefits Playbook allows an agent to confirm whether an applicant is eligible for the benefit program being requested.​") | Configure the eligibility framework engine to allow agents to confirm whether an applicant is eligible for the specific social benefits requested. |
[Tabela 1. Configuration tasks for Social Benefits Playbook]

{#configuring-social-benefit-playbook__table_cmk_mdm_fwb}  

|-|-|
| [Enable public sector end users to create a Social Benefits 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 Social Benefits Request Application, which enables end users to submit a social benefit request using the Virtual Agent chatbot. |
[Tabela 2. Virtual Agent]

{#configuring-social-benefit-playbook__id_usw_rzh_x1c}