Product documentation Docs
    • English
    • Deutsch
    • 日本語
    • 한국어
    • Français
  • More Sites
    • Now Community
    • Developer Site
    • Knowledge Base
    • Product Information
    • ServiceNow.com
    • Training
    • Customer Success Center
    • ServiceNow Support Videos
  • Log in

Product documentation

  • Home
How search works:
  • Punctuation and capital letters are ignored
  • Special characters like underscores (_) are removed
  • Known synonyms are applied
  • The most relevant topics (based on weighting and matching to search terms) are listed first in search results
Topics are ranked in search results by how closely they match your search terms
  • A match on the entire phrase you typed
  • A match on part of the phrase you typed
  • A match on ALL of the terms in the phrase you typed
  • A match on ANY of the terms in the phrase you typed

Note: Matches in titles are always highly ranked.

  • Release version
    Table of Contents
    • Customer Service Management
Table of Contents
Choose your release version
    Home Paris Customer Service Management Customer Service Management Customer Service Management Exploring Customer Service Management Additional Customer Service Management features Playbooks for Customer Service Management Case playbook for onboarding

    Case playbook for onboarding

    • Save as PDF Selected topic Topic & subtopics All topics in contents
    • Unsubscribe Log in to subscribe to topics and get notified when content changes.
    • Share this page

    Case playbook for onboarding

    Use the case playbook for onboarding to manage the process for taking on new customers or enrolling customers for new products.

    The onboarding playbook is available in CSM Agent Workspace for cases that are created using the Onboarding case type (sn_onboarding_case). The onboarding playbook appears in the Playbook related list on the Case form for onboarding cases.

    Onboarding playbook stages and steps

    A playbook is made up of stages and each stage includes one or more steps. To use a playbook:
    1. Expand a stage to see the steps.
    2. Perform each of the steps in the stage and mark the steps as complete when finished.
    3. When all of the steps in a stage have been completed, the stage is marked as complete and the case moves to the next stage.
    The onboarding playbook includes the following stages and steps.
    Stage Steps Step Details
    Initiate

    Guides the agent in collecting customer and case information and sending a case for pre-approval.

    Collect customer information
    This step shows the customer information.
    • For an existing customer:
      • The Account and Contact fields, or
      • The Consumer field.
    • For a new customer (the New customer check box on the Case form is enabled), the fields from the New Customer Information form section.

    Add or change information in these fields and click Save.

    Add additional members
    This step shows a list of additional members added to the case. Add to this list as follows:
    1. Click Add new.
    2. Select the related party Type, such as a beneficiary who is a customer contact.
    3. Select the User.
    4. Click Save.

    Users added during this step appear in the Member Information card and in the Additional Members related list. You can also add members from the Additional Members related list.

    Request information from customer

    Use this step to communicate with the customer. Add information to the Additional comments field and click Post.

    The information is added to the activity stream on the case, which the customer can see from the web portal.

    Send for pre approval Use this step to send a pre-approval request for the case.
    1. Add comments to the Work notes field.
    2. Click Send for Pre Approval.
    Once the request has been sent:
    • The pre-approval task is added to the card.
    • The card displays the Mark Complete action.
    Notify customer This step automatically sends an email to the customer and updates the Email details card.

    After the email is sent, this step is marked as complete.

    Pre approval

    Automates the pre-approval process for the customer.

    Check approval status This step includes a list of approvals and approvers.
    Note: This step shows the list of approvals if an approval workflow is manually configured for an onboarding case. The approval workflow configuration is not provided out of box. If no approval workflow is configured, this step completes automatically.
    Update customer information If the pre-approval request has been approved, this step displays a card with customer fields based on customer type:
    • Account and Contact or
    • Consumer
    Pre approval case task An automatically generated case task for pre-approval.
    Request information from customer

    Use this step to communicate with the customer. Add information to the Additional comments field and click Post.

    The information is added to the activity stream on the case, which the customer can see from the web portal.

    Notify customer This step automatically sends an email to the customer and updates the Email details card.

    After the email is sent, this step is marked as complete.

    Data capture

    Organizes the collection of customer information.

    Collect documents
    This step displays a document checklist based on the customer type:
    • Document Checklist - Business Customer
    • Document Checklist - Individual Customer
    Check off list items as they are completed.
    Note: If the customer type changes after the case is created, a new checklist of the appropriate type replaces the original checklist.
    Data capture case task An automatically generated case task for data capture. Add work notes, additional comments, or attachments as needed and click Post to add the information to the case activity stream.

    You can close this case task when the document checklist is complete and all items have been checked off or if you provide additional comments.

    Request information from customer

    Use this step to communicate with the customer. Add information to the Additional comments field and click Post.

    The information is added to the activity stream on the case, which the customer can see from the web portal.

    Notify customer This step automatically sends an email to the customer and updates the Email details card.

    After the email is sent, this step is marked as complete.

    Due diligence

    Displays the case tasks created for the case.

    This stage displays a card for each case task, including:
    • Perform Background Checks
    • Initiate Legal Verification
    • Review Credit History
    The card for each case task includes information about the task, including the task number and state.
    For each case task, the agent can:
    • View the case task form.
    • Request additional information, if the task is in the Awaiting Info state, by entering the request in the Additional comments field.

    Task cards are automatically completed when the task is completed. Once all tasks are complete, the playbook moves to the Resolve stage.

    Request information from customer

    Use this step to communicate with the customer. Add information to the Additional comments field and click Post.

    The information is added to the activity stream on the case, which the customer can see from the web portal.

    Notify customer This step automatically sends an email to the customer and updates the Email details card.

    After the email is sent, this step is marked as complete.

    Resolve

    Manages the case resolution activities.

    Propose resolution This step shows the fields from the Resolution Notes form section.

    Add the resolution details and click Propose Solution.

    Notify customer This step automatically sends an email to the customer and updates the Email details card.

    After the email is sent, this step is marked as complete.

    Request information from customer

    Use this step to communicate with the customer. Add information to the Additional comments field and click Post.

    The information is added to the activity stream on the case, which the customer can see from the web portal.

    Close

    Manages the case close activities.

    Close case This step shows the following read-only fields:
    • Closed by
    • Closed

    The case is closed when the customer accepts the case resolution from the self-service portal.

    Notify customer This step automatically sends an email to the customer and updates the Email details card.

    After the email is sent, this step is marked as complete.

    Playbook stages and case status

    A customer service agent can see the playbook stage and case status as the onboarding case progresses toward a resolution.

    The case stage and case status are related to each other as described in the following table.

    Stage Status Description
    Initiate New An onboarding case is created in the Initiate stage with a status of New. An onboarding case can only be in the New state during the Initiate stage.
    Initiate Open The state of an onboarding case state changes to Open when the case is assigned to an agent.
    Pre-Approval
    • Open
    • Awaiting Info
    In the Pre-Approval stage, an onboarding case can be in either the Open or Awaiting Info states.

    The case moves to the Awaiting Info state when an agent clicks Request Info.

    Data Capture
    • Open
    • Awaiting Info
    In the Data Capture stage, an onboarding case can be in either the Open or Awaiting Info states.

    The case moves to the Awaiting Info state when an agent clicks Request Info.

    Due Diligence
    • Awaiting Info
    • Under Review
    In the Due Diligence stage, an onboarding case can be in the Awaiting Info or Under Review states.

    The case moves to the Awaiting Info state when an agent clicks Request Info.

    The case moves to the Under Review state when an agent clicks Submit for Review.

    Resolve
    • Review Complete
    • Resolved
    In the Resolve stage, an onboarding case can be in either the Review Complete or Resolved states.

    The case moves to the Review Complete state when an agent clicks Review Complete.

    The case moves to the Resolved state when an agent clicks Propose Solution.

    Close Closed The case is closed.

    Tags:

    Feedback
    On this page

    Previous topic

    Next topic

    • Contact Us
    • Careers
    • Terms of Use
    • Privacy Statement
    • Sitemap
    • © ServiceNow. All rights reserved.

    Release version
    Choose your release version

      Case playbook for onboarding

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      Case playbook for onboarding

      Use the case playbook for onboarding to manage the process for taking on new customers or enrolling customers for new products.

      The onboarding playbook is available in CSM Agent Workspace for cases that are created using the Onboarding case type (sn_onboarding_case). The onboarding playbook appears in the Playbook related list on the Case form for onboarding cases.

      Onboarding playbook stages and steps

      A playbook is made up of stages and each stage includes one or more steps. To use a playbook:
      1. Expand a stage to see the steps.
      2. Perform each of the steps in the stage and mark the steps as complete when finished.
      3. When all of the steps in a stage have been completed, the stage is marked as complete and the case moves to the next stage.
      The onboarding playbook includes the following stages and steps.
      Stage Steps Step Details
      Initiate

      Guides the agent in collecting customer and case information and sending a case for pre-approval.

      Collect customer information
      This step shows the customer information.
      • For an existing customer:
        • The Account and Contact fields, or
        • The Consumer field.
      • For a new customer (the New customer check box on the Case form is enabled), the fields from the New Customer Information form section.

      Add or change information in these fields and click Save.

      Add additional members
      This step shows a list of additional members added to the case. Add to this list as follows:
      1. Click Add new.
      2. Select the related party Type, such as a beneficiary who is a customer contact.
      3. Select the User.
      4. Click Save.

      Users added during this step appear in the Member Information card and in the Additional Members related list. You can also add members from the Additional Members related list.

      Request information from customer

      Use this step to communicate with the customer. Add information to the Additional comments field and click Post.

      The information is added to the activity stream on the case, which the customer can see from the web portal.

      Send for pre approval Use this step to send a pre-approval request for the case.
      1. Add comments to the Work notes field.
      2. Click Send for Pre Approval.
      Once the request has been sent:
      • The pre-approval task is added to the card.
      • The card displays the Mark Complete action.
      Notify customer This step automatically sends an email to the customer and updates the Email details card.

      After the email is sent, this step is marked as complete.

      Pre approval

      Automates the pre-approval process for the customer.

      Check approval status This step includes a list of approvals and approvers.
      Note: This step shows the list of approvals if an approval workflow is manually configured for an onboarding case. The approval workflow configuration is not provided out of box. If no approval workflow is configured, this step completes automatically.
      Update customer information If the pre-approval request has been approved, this step displays a card with customer fields based on customer type:
      • Account and Contact or
      • Consumer
      Pre approval case task An automatically generated case task for pre-approval.
      Request information from customer

      Use this step to communicate with the customer. Add information to the Additional comments field and click Post.

      The information is added to the activity stream on the case, which the customer can see from the web portal.

      Notify customer This step automatically sends an email to the customer and updates the Email details card.

      After the email is sent, this step is marked as complete.

      Data capture

      Organizes the collection of customer information.

      Collect documents
      This step displays a document checklist based on the customer type:
      • Document Checklist - Business Customer
      • Document Checklist - Individual Customer
      Check off list items as they are completed.
      Note: If the customer type changes after the case is created, a new checklist of the appropriate type replaces the original checklist.
      Data capture case task An automatically generated case task for data capture. Add work notes, additional comments, or attachments as needed and click Post to add the information to the case activity stream.

      You can close this case task when the document checklist is complete and all items have been checked off or if you provide additional comments.

      Request information from customer

      Use this step to communicate with the customer. Add information to the Additional comments field and click Post.

      The information is added to the activity stream on the case, which the customer can see from the web portal.

      Notify customer This step automatically sends an email to the customer and updates the Email details card.

      After the email is sent, this step is marked as complete.

      Due diligence

      Displays the case tasks created for the case.

      This stage displays a card for each case task, including:
      • Perform Background Checks
      • Initiate Legal Verification
      • Review Credit History
      The card for each case task includes information about the task, including the task number and state.
      For each case task, the agent can:
      • View the case task form.
      • Request additional information, if the task is in the Awaiting Info state, by entering the request in the Additional comments field.

      Task cards are automatically completed when the task is completed. Once all tasks are complete, the playbook moves to the Resolve stage.

      Request information from customer

      Use this step to communicate with the customer. Add information to the Additional comments field and click Post.

      The information is added to the activity stream on the case, which the customer can see from the web portal.

      Notify customer This step automatically sends an email to the customer and updates the Email details card.

      After the email is sent, this step is marked as complete.

      Resolve

      Manages the case resolution activities.

      Propose resolution This step shows the fields from the Resolution Notes form section.

      Add the resolution details and click Propose Solution.

      Notify customer This step automatically sends an email to the customer and updates the Email details card.

      After the email is sent, this step is marked as complete.

      Request information from customer

      Use this step to communicate with the customer. Add information to the Additional comments field and click Post.

      The information is added to the activity stream on the case, which the customer can see from the web portal.

      Close

      Manages the case close activities.

      Close case This step shows the following read-only fields:
      • Closed by
      • Closed

      The case is closed when the customer accepts the case resolution from the self-service portal.

      Notify customer This step automatically sends an email to the customer and updates the Email details card.

      After the email is sent, this step is marked as complete.

      Playbook stages and case status

      A customer service agent can see the playbook stage and case status as the onboarding case progresses toward a resolution.

      The case stage and case status are related to each other as described in the following table.

      Stage Status Description
      Initiate New An onboarding case is created in the Initiate stage with a status of New. An onboarding case can only be in the New state during the Initiate stage.
      Initiate Open The state of an onboarding case state changes to Open when the case is assigned to an agent.
      Pre-Approval
      • Open
      • Awaiting Info
      In the Pre-Approval stage, an onboarding case can be in either the Open or Awaiting Info states.

      The case moves to the Awaiting Info state when an agent clicks Request Info.

      Data Capture
      • Open
      • Awaiting Info
      In the Data Capture stage, an onboarding case can be in either the Open or Awaiting Info states.

      The case moves to the Awaiting Info state when an agent clicks Request Info.

      Due Diligence
      • Awaiting Info
      • Under Review
      In the Due Diligence stage, an onboarding case can be in the Awaiting Info or Under Review states.

      The case moves to the Awaiting Info state when an agent clicks Request Info.

      The case moves to the Under Review state when an agent clicks Submit for Review.

      Resolve
      • Review Complete
      • Resolved
      In the Resolve stage, an onboarding case can be in either the Review Complete or Resolved states.

      The case moves to the Review Complete state when an agent clicks Review Complete.

      The case moves to the Resolved state when an agent clicks Propose Solution.

      Close Closed The case is closed.

      Tags:

      Feedback

          Share this page

          Got it! Feel free to add a comment
          To share your product suggestions, visit the Idea Portal.
          Please let us know how to improve this content

          Check any that apply

          To share your product suggestions, visit the Idea Portal.
          Confirm

          We were unable to find "Coaching" in Jakarta. Would you like to search instead?

          No Yes
          • Contact Us
          • Careers
          • Terms of Use
          • Privacy Statement
          • Sitemap
          • © ServiceNow. All rights reserved.

          Subscribe Subscribed Unsubscribe Last updated: Tags: January February March April May June July August September October November December No Results Found Versions Search preferences successfully updated My release version successfully updated My release version successfully deleted An error has occurred. Please try again later. You have been unsubscribed from all topics. You are now subscribed to and will receive notifications if any changes are made to this page. You have been unsubscribed from this content Thank you for your feedback. Form temporarily unavailable. Please try again or contact  docfeedback@servicenow.com  to submit your comments. The topic you requested does not exist in the release. You were redirected to a related topic instead. The available release versions for this topic are listed There is no specific version for this documentation. Explore products Click to go to the page. Release notes and upgrades Click to open the dropdown menu. Delete Remove No selected version Reset This field is required You are already subscribed to this topic Attach screenshot The file you uploaded exceeds the allowed file size of 20MB. Please try again with a smaller file. Please complete the reCAPTCHA step to attach a screenshot
          Log in to personalize your search results and subscribe to topics
          No, thanks Login