Using Playbooks for Customer Service Management
Customer service agents can use playbooks to complete the tasks and activities that are needed to resolve specific types of cases.
A playbook provides step-by-step guidance through the lifecycle of a customer service case. In the CSM workspaces, agents can locate a playbook in the Playbook tab for a case record. In CSM Configurable Workspace, a playbook can also be configured to display in compact mode in the contextual side panel.
A playbook includes multiple stages and each stage includes one or more activities for an
agent to complete. When using a playbook, agents can:
- View the playbook stages and activities.
- Select an activity and perform the work necessary to complete that activity.
- Mark an activity as complete and move to the next activity or stage.
- Complete the stages and activities necessary to resolve the case.
Several features are available to agents when using a playbook, depending on the playbook configuration.