Install and configure the License and Permit Playbook application

  • Release version: Xanadu
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Install and configure the License and Permit Playbook application

    The License and Permit Playbook application enables public sector end users to submit and track license and permit requests while providing government agents with a structured process for managing these requests. After installing the Public Sector Digital Services Core application, administrators can configure features to tailor request submission and routing workflows to organizational needs.

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    Key Configuration Tasks

    • Install the License and Permit Playbook: Obtain and install the application from the ServiceNow Store to enable license and permit request management.
    • Configure Service Definitions: Convert migrated Services Offered data into individual Service Definitions within the Service Definition table to define available services.
    • Enable Virtual Agent Submission: Use the Virtual Agent Designer to publish the pre-built conversation topic "Start a License/Permit Application" to allow end users to submit requests via chatbot interaction.
    • Automate Request Routing: Implement the Advanced Work Assignment (AWA) application to automatically route and assign license and permit requests to the appropriate agents, streamlining workload distribution.
    • Configure E-signatures: Set up E-sign functionality to permit constituents to draw signatures when submitting cases through the Government Service Portal, enhancing digital approval processes.
    • Set Up Eligibility Checklist UI: Enable agents to verify applicant eligibility for specific licenses or permits through a configured checklist interface, ensuring compliance and accuracy.
    • Use Decision Tables for Pricing: Utilize decision tables to centralize and simplify the configuration of pricing and dependent attributes based on multiple criteria. Note that prices are appended to Boolean price attributes by default, but client scripts must be added for other price attribute types.
    • Create Document Templates: Use the Document Templates application to design templates for the various license and permit documents issued, standardizing communication and documentation.

    Benefits for ServiceNow Customers

    This playbook streamlines license and permit management by providing pre-built yet configurable tools for request submission, automated workflow routing, eligibility verification, pricing configuration, and document generation. By following these configuration steps, administrators can efficiently deploy a comprehensive solution tailored to public sector licensing needs, improving user experience for constituents and operational efficiency for government agents.

    Install the License and Permit Playbook application, which enables public sector end users to submit and track license and permit requests and provides government agents with a pre-defined process for handling and resolving these requests. You can then configure the features available for submitting requests and routing requests to agents.

    As a user with the admin role, complete the following configuration tasks to set up the License and Permit Playbook, after you install the Public Sector Digital Services Core application.
    Table 1. Configuration tasks for License and Permit Playbook
    Task Description
    Install License and Permit Playbook for Public Sector Digital Services Install License and Permit Playbook (com.sn_public_sector_digital_services_core) from the ServiceNow® Store.
    Configure service definition catalog items for License and Permit Playbook application The Services Offered and Services Received tables have been migrated into the Service Definition table. All Services Offered data must be converted into individual Service Definitions. For more information, see Services Offered and Services Received Migration Guidance.
    Enable public sector end users to create a License or Permit request using Virtual Agent Use Virtual Agent Designer to publish the pre-built conversation topic, Start a License/Permit Application, which enables end users to submit a license or permit request using the Virtual Agent chatbot.
    Automatically route license and permit requests using Advanced Work Assignment Use the ServiceNow Advanced Work Assignment (AWA) application to route and assign license and permit requests to designated agents.
    Configure E-sign in License and Permit Playbook Configure E-sign to allow constituents the option of drawing their signature when they submit cases through the Government Service Portal.
    Configure Eligibility Checklist UI in License and Permit Playbook Configure the eligibility checklist UI to allow agents to confirm whether an applicant is eligible for the specific license or permit requested.
    Configure decision tables for License and Permit Playbook Use decisions tables to simplify the pricing configuration of a license or permit request that depends on multiple factors. Decision tables provide a single point where you can create, view, and modify pricing and dependent attributes.
    Append price to Pricing Attribute label​ Prices are appended to all Boolean Price Attributes by default. Client scripts must added for any price choice attributes​ or price control attributes.
    Create Document Templates for License and Permit Playbook Use the Document Templates application to generate templates for various types of Licenses and Permits issued through the License and Permit Playbook.