Playbooks in Service Portal
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Summary of Playbooks in Service Portal
Playbooks in Service Portal enable you to guide users through complex business processes with a consumer-grade experience. Using the Portal Playbook widget, you can embed playbooks in your Service Portal, allowing users to easily interact with catalog items and follow step-by-step workflows. This solution supports long-running processes, allows users to revisit and edit previous steps, and provides visibility into progress and individual tasks. Playbooks also facilitate smooth handoffs between users and agents, delivering a unified administrative experience across entire business processes. Additionally, playbooks are fully supported on mobile interfaces.
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Key Features
- Guided User Interface: Provides rich, interactive guidance through multi-step business processes.
- Process Visibility: Displays current progress and specific user task status within a playbook.
- Editable and Resumable: Users can edit previous steps and save progress to resume later, ideal for lengthy requests.
- Seamless Agent Collaboration: Enables agents and teams to enter and continue business processes without disruption.
- Single Admin Control: Administrators manage the entire process lifecycle centrally.
- Mobile Support: Playbooks function smoothly on mobile devices for on-the-go access.
Common Use Cases
- Business Account Onboarding: Managing onboarding for new or existing business customers including multiple contacts and services.
- Loan or Mortgage Applications: Intake processes allowing users to save and resume credit card or loan applications.
- Insurance Claims: Submission of personal auto or home claims via portal with guided steps.
- Requesting Insurance Quotes: Customers can initiate quotes, with agents able to complete remaining details.
- License Requests: Guiding constituents through various license applications that differ by service and location.
- Customer Case Logging: Helping users select correct issues and provide necessary details for faster case resolution.
Implementation Life Cycle
- Build: Business process administrators create playbooks using Workflow Studio.
- Embed: Add the playbook to a Service Portal page and customize the runtime experience via the ServiceNow AI Platform®.
- Customize: Service Portal administrators and developers tailor the playbook portal page using Service Portal Designer.
- Run: End users launch and complete playbooks through the Service Portal interface.
Configuration Guidance
- Ensure theme compatibility by mapping your Service Portal theme with the UXF theme used in UI Builder to guarantee playbooks run smoothly.
- Create Playbook Content Items to add playable playbooks to your portal pages.
- Use Service Portal Designer to customize the runtime experience, matching your branding and user experience requirements.
Use playbooks to guide Service Portal users through your business processes.
Using the widget
The Portal Playbook widget adds playbooks that your Service Portal users can run.
Provide a playbook experience to your Service Portal users for a consumer grade user experience. Requests on portals are surfaced as catalog items, including any playbooks you make available in Service Portal. Embedding a playbook in Service Portal enables:
- A rich user interface for activities during a business process
- Guidance for long business processes
- Going back and editing any previous steps of a business process
- Saving long running playbooks for a business process and resuming at a later point
- Seamless transition for agents and teams to enter a business process
- Visibility into where you are in a business process
- Visibility on a specific user's tasks
- Single admin experience for a whole business process.
Use cases
- Business account onboarding
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Onboarding a new or existing business customer with one or more contacts along with onboarding the services requested such as wire transfers, treasury services. Promote compliance and deliver a faster time to value.
- Loan or mortgage application
- Intake of a new credit card application or loan application for both consumers and corporate programs. Customer needs the ability to save the application and come back at a loter time to resume application.
- Insurance claims
- Policy holder submitting a new personal auto or home claim for an auto accident or home damage via portal.
- Request quote for a new policy
- Business customer requesting a quote for small business insurance policy that includes liability and commercial property insurance The customer can start filling in the request and the agent needs the abilith to fill in the remaining on behalf of the customer.
- License request
- Constituents requesting a new license such as a business license, or personal license (fishing, driving or hunting) from a government agency via a government portal. These applications typically vary by service and state and constituents need to be guided through request.
- Customer cases
- Cases logged by users who need guidance to select the correct issue and enter all the necessary details, such as instances, steps to reproduce, best time to contact, etc. Enable faster case resolution.
Life cycle
The general life cycle of a Service Portal playbook can be summarized as:
- A business process administrator builds the playbook in Workflow Studio. To learn more about building a playbook in Workflow Studio, see Building playbooks.
- An administrator adds the playbook to a Service Portal page and customizes the playbook runtime experience at the same time through the ServiceNow AI Platform®. To learn more about embedding a playbook in Service Portal and further customizations in the ServiceNow AI Platform®, see Embed the playbook in Service Portal.
- Service Portal administrators and developers customize the playbook portal page. To learn more about using the Service Portal Designer to customize the playbook portal page, see Customize the playbook in Service Portal.
- Service Portal end users, also called requesters, launch and run through the playbook. To learn more about launching and running a playbook in Service Portal, see Run a playbook in Service Portal.