A playbook is made up of several areas, including the playbook lifecycle, the playbook work area, and the contextual side panel. The activity view determines how the stages and activities appear in the playbook.

Playbook layout

For case types that are configured to use a playbook, the playbook appears in the Playbook tab for a case record in CSM Configurable Workspace and CSM Agent Workspace.

Note:

In CSM Configurable Workspace, the system administrator can also configure the playbook to use compact mode, which moves the playbook to the contextual side panel.

Table 1. Playbook area and description

Playbook area	Description
Playbook header	Appears at the top of the playbook lifecycle. Shows the title of the playbook. Includes a filter that you can use to filter activities by the assigned user or the activity status. Includes the Playbook Actions menu that you can use to select playbook-level and activity-level actions.
Playbook lifecycle	Appears in a panel on the left side of the playbook. Displays either the playbook stages or the stages and activities, depending on the configured activity view (Focused or Stacked). Can be collapsed to increase the size of the playbook work area.
Playbook work area	Appears in the middle of the playbook. Displays either a list of activities for a stage or the card for the current activity, depending on the configured activity view.
Contextual side panel	Appears on the right side of the playbook. Includes tabs that the agent can use to display different information, such as: Case or case task activity stream Ribbon information such as the case overview, customer details, timeline, and SLAs Dynamic related records