Process page templates

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 5 minutes to read
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    Summary of Process Page Templates

    Process page templates are designed for creating process pages and variants for record types in CSM Configurable Workspace. They enhance agent efficiency by providing a process-based experience linked to Process Automation Designer (PAD) processes, allowing quicker task completion and access to relevant information. These templates are part of Playbooks for Customer Service Management v3.0.

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    Key Features

    • Stage Pickers: Horizontal or vertical options to help agents track their progress.
    • Modular Components: Customizable persistent information alongside dynamic related records for relevant context.
    • Role Customization: Tailor experiences to different user roles for improved efficiency.
    • Activity and Action Bars: UI actions for record management and user presence visibility.
    • Activity Viewer: Displays detailed information for each activity, including forms and status updates.
    • Contextual Side Panel: Offers additional tabs for related records and actions, enhancing the overall process experience.

    Key Outcomes

    By utilizing process page templates, ServiceNow customers can:

    • Create comprehensive process experiences for agents.
    • Provide clear visibility into process stages and tasks.
    • Enhance task completion speed with in-context information.
    • Minimize clicks and optimize screen usage through role-specific customization.

    To activate a template, refer to the guidelines on activating process page templates or variants.

    Use process page templates to create process pages and page variants for record types in CSM Configurable Workspace. By using process page templates, your agents can complete their tasks faster and access the in-context information.

    The pages that you create with these templates provide a process-based experience for record types that are associated with one or more Process Automation Designer (PAD) processes.
    Note:
    The templates are available with Playbooks for Customer Service Management v3.0. For more information, see Playbook plugins.

    These templates include the modular components that enable you to quickly build process experiences. Each template includes a stage picker that agents can use to track their overall progress as they work on cases.

    The templates include the following features:
    • A horizontal or vertical stage picker, which gives the agent a complete view of the end-to-end process and where they are in that process.
    • Record information on the side of the page, such as the contact information. By using modular components, you can choose the persistent information to display. These components are configured with presets and controllers in UI Builder.
    • Related records in the contextual side panel that use the dynamic related records component.
    • The ability to customize information to different roles.
    Note:
    By default, the process page templates aren’t active. To activate a page template, see Activate a process page template or page variant.

    Benefits of using process page templates

    Different users, departments, and systems are responsible for the tasks within the overall resolution process. By using process page templates, you get the following benefits:

    • Build the entire process experiences for agents with process page templates and modular playbook components in UI Builder.
    • Provide agents with the visibility into the overall process and the current stage within the process.
    • Enable agents to complete tasks faster with access to the in-context information.
    • Customize the experiences to different user roles to minimize the clicks and maximize the screen usage.

    Process experience with horizontal stages template

    The Process experience with horizontal stages template includes a horizontal stage picker in the record and an activity picker on the side of the page. Use this template when there are fewer than six stages in a process so that all of the stage names can be easily displayed.

    The following example shows the different sections that make up the Process experience with horizontal stages template.
    Figure 1. Process experience with horizontal stages template
    Template that includes a horizontal stage picker at the top of the record as well as other components and features described in the following paragraphs.

    Process experience with vertical stages template

    The Process experience with vertical stages template includes a vertical stage picker on the side of the page. Use this template when there are six or more stages in a process.

    The following example shows the different sections that make up the Process experience with vertical stages template.
    Figure 2. Process experience with vertical stages template
    Template that includes a vertical stage and activity picker to the side of the record as well as other components and features described in the following paragraphs.

    Template sections

    The sections of a process page template are described in the following table.

    Table 1. Process page template sections
    Section Description
    Input record Details tab with record details.
    Page header Page header that includes the record information that is displayed in the primary and secondary fields:
    • The primary field displays the short description of the record.
    • The secondary fields display the additional record information such as the account and contact, priority, and state.

    You can configure the fields in the page header. For more information, see Customize the page header for a process page variant.

    If multiple playbooks for a record are available, the page header also includes a process picker.
    Process picker Process picker that is available in the horizontal template page header. If multiple playbooks for a record are available, users can select the desired playbook from the process picker drop-down menu.
    Action bar Action bar that includes the UI actions that an agent can perform at the record level. Additional actions are available in the More actions menu:
    • View Details: Displays the record information in a pop-up window. Select this button to view, edit, update, and save the case details at any time during the case workflow.
    • Close Case: Closes the record.

    You can configure the UI actions that are included in the action bar. For more information, see Customize UI actions for a process page variant.

    The action bar also includes the user presence feature, which lets you see who is online and viewing the same record.
    Process stages
    Stages that make up a process, which can be displayed horizontally or vertically:
    • The horizontal orientation displays the playbook stages across the record page below the page header. Select a stage to see the activities in the activity picker.
    • The vertical orientation displays the playbook stages and activities on the side of the record page. Select a stage to expand the stage and display the included activities.
    The stage progress updates as activities are completed. The icons indicate the stage status:
    • A check mark Check mark image. inside the stage indicates that the stage is complete.
    • A pen icon Pen image. indicates the current stage.
    • A lock icon Lock image. indicates that a stage can’t be started until the previous stage is complete.
    Activity picker Activity picker that displays the activities for the selected stage. Each stage in a process includes one or more activities. The activity picker displays the activities for the selected stage. The indicators for each activity show the activity state:
    • Completed
    • In progress
    • Remaining

    With the horizontal stage layout, you can expand or collapse the entire list of activities for the current stage.

    With the vertical layout, you can expand each stage to see the activities.

    Select an activity to display the details in the activity viewer.
    Activity cards Activity cards that display the details about the current activity in the activity viewer. Depending on the type of activity, the activity cards can display information such as the form data, task status, an SLA timer, or attachments.

    Use the cards to complete the work for each activity, such as filling in forms, completing checklists, or adding attachments.
    Activity viewer Selecting an activity displays the details in the activity viewer. This main work area is where an agent performs the work necessary to complete the current activity.
    Contextual side panel Contextual side panel that displays additional information depending on the selected tab:
    • Related Records
    • Activity Stream
    • Recommended Actions
    • Agent Assist
    • Attachments
    • Templates
    • Response Templates
    • Email Templates
    Note:
    The Related Records tab isn’t active by default.
    The second-level tabs for a record are included in the Related Records tab. When you select the Related Records tab, you can see a drop-down menu with the list of related record types. Selecting a record type displays the related records of that type.
    Note:
    Record Information isn’t a part of the contextual side panel. It’s available on the side in the playbook header for complaint, onboarding, and product support cases.
    Page variant custom Information Side panel that displays the custom components that have been configured for a process page variant, such as the contact information, timeline, and SLA. You can add components to this panel by using extension points. For more information, see Customize content in the left side panel for a process page variant.