Configure Playbooks for Customer Service Management

  • Release version: Washingtondc
  • Updated February 1, 2024
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    Summary of Configure Playbooks for Customer Service Management

    This guide provides instructions for configuring playbooks in Customer Service Management, focusing on settings related to activity views and visibility. Configuration is performed in the UI Builder and through playbook experience records.

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    Key Features

    • Activity View Selection: Choose between 'Stacked' and 'Focused' views to display playbook stages and activities.
    • Stage and Activity Visibility: Control visibility using options like 'Hide Inaccessible Activity' and 'Control Activity Display'.
    • Compact Mode: Allows playbooks to be displayed in a side panel for easier access while viewing other tabs.
    • Preview Functionality: Admins can preview playbooks in real-time within non-production environments for testing configurations.
    • Playbook Experience Selection: Customize the appearance and behavior of playbooks through specific experience configurations.

    Key Outcomes

    By configuring playbooks, ServiceNow customers can enhance user accessibility, streamline workflows, and tailor the playbook experience to meet specific business needs. Admins can ensure that only relevant activities are visible based on user permissions and preferences, ultimately improving efficiency and user satisfaction within the Customer Service Management environment.

    Configure different playbook settings, such as selecting the activity view and determining activity visibility.

    Some of the configuration for a playbook is performed in UI Builder as part of the playbook component configuration. Additional settings can be configured in the playbook experience configuration record. These settings include selecting the playbook activity view and configuring playbook stage and activity visibility.

    Selecting a playbook activity view

    The activity view determines how the stages and activities are displayed in the playbook.
    • Stacked: Displays the stages in the playbook lifecycle panel and cards for each of the activities in the current stage in the playbook work area.
    • Focused: Displays the stages and activities in the playbook lifecycle panel and the current activity in the playbook work area.

    Users with the system administrator role can select a playbook activity view in the playbook component configuration in UI Builder.

    Configuring playbook stage and activity visibility

    The following fields control the visibility of playbook stages and activities.
    • Hide Inaccessible Activity: Accessibility is determined by user permissions. When enabled, the user cannot see an activity if they do not have permissions to view the data associated with the activity. If all activities in a stage are inaccessible to the user, the stage is also hidden.
    • Control Activity Display: Pending activities are those activities that have not yet been triggered. Select one of the options in this field to show or hide pending activities.

    Users with the system administrator role can Configure playbook stage and activity visibility in the playbook experience configuration record.

    Configuring a playbook to use compact mode

    Compact mode moves the playbook from a tab in the Workspace to the contextual side panel. Agents can complete playbook activities in the side panel while viewing other tabs in the record page.

    Users with the system administrator role can configure a playbook to use compact mode in the playbook component configuration in UI Builder. For more information about configuring this feature, see Integrate Playbook with Workspace.

    Previewing a playbook

    Users with the playbook experience admin role (playbook_experience.admin) can preview a playbook in real time within a non-production environment. With this feature, playbook experience administrators can easily see and test different playbook settings. For more information, see Preview a playbook in the Workspace administrator documentation.

    Selecting a playbook experience

    A playbook experience is a defined set of configurations that determines how the system renders a playbook in Workspace. You can use playbook experiences to customize the look and feel of a playbook, map user actions, and override activities.

    The Playbook Experience plugin (com.playbook_experience) includes the Global Playbook Experience record, which defines a default playbook configuration.

    The Playbooks for Customer Service Management plugin (com.sn_csm_playbook) includes the following additional playbook experience records:
    • CSM Configurable Workspace Playbook
    • CSM Agent Workspace Playbook

    Users with the system administrator role can select a playbook experience when adding a playbook to a page in UI Builder.

    Different playbooks for the same record type can use different playbook experiences. For example, if a complaint case uses two playbooks, each playbook can use a different playbook experience.

    For more information, see the following topics in the Workspace administrator documentation:
    • Create Playbook experience configurations
    • Preview a playbook