Playbooks for Customer Service Management

Playbooks provide step-by-step guidance for completing the tasks needed to resolve specific types of customer service cases.

Use the playbooks feature to easily manage the life cycle of specific customer service case types. The workflows that are associated with a case type and the steps that need to be completed to resolve cases of this type are detailed in the playbook.

A playbook takes a workflow and breaks it into multiple stages. Each stage includes:

A list of activities or steps that the agent needs to perform.
Status indicators that display the current state of each activity or step.
Check boxes and counters that indicate where an agent is in the workflow.

Playbooks are created using the Process Automation Designer platform feature.

Plugin information

Users with the system administrator role can activate the Playbooks for Customer Service Management plugin (com.sn_csm_playbook).

This plugin requires activation of the following plugins:

Playbook Experience (sn_playbook_exp)
Customer Service (com.sn_customerservice)

Available playbooks

The following playbooks are available for Customer Service Management from the ServiceNow Store.

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. This playbook provides an end-to-end lifecycle for the tasks performed during the onboarding process, from initiation to completion.
Case playbook for complaints: Use the case playbook for complaints to manage the process for handling customer complaints. This playbook provides an end-to-end lifecycle for the tasks performed during the complaint handling process, from the time a complaint is logged to the final resolution and communication to the customer.
Case playbook for product support: Use the case playbook for product support to guide customer service agents through the steps that are required to resolve product issues.

For more information, see Install a ServiceNow Store application

Playbooks for Customer Service Management

Playbooks provide step-by-step guidance for completing the tasks needed to resolve specific types of customer service cases.

A playbook takes a workflow and breaks it into multiple stages. Each stage includes:

A list of activities or steps that the agent needs to perform.
Status indicators that display the current state of each activity or step.
Check boxes and counters that indicate where an agent is in the workflow.

Playbooks are created using the Process Automation Designer platform feature.

Plugin information

Users with the system administrator role can activate the Playbooks for Customer Service Management plugin (com.sn_csm_playbook).

This plugin requires activation of the following plugins:

Playbook Experience (sn_playbook_exp)
Customer Service (com.sn_customerservice)

Available playbooks

The following playbooks are available for Customer Service Management from the ServiceNow Store.

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. This playbook provides an end-to-end lifecycle for the tasks performed during the onboarding process, from initiation to completion.
Case playbook for complaints: Use the case playbook for complaints to manage the process for handling customer complaints. This playbook provides an end-to-end lifecycle for the tasks performed during the complaint handling process, from the time a complaint is logged to the final resolution and communication to the customer.
Case playbook for product support: Use the case playbook for product support to guide customer service agents through the steps that are required to resolve product issues.

For more information, see Install a ServiceNow Store application

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Playbooks for Customer Service Management

Playbooks for Customer Service Management

Plugin information

Available playbooks

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Playbooks for Customer Service Management

Playbooks for Customer Service Management

Plugin information

Available playbooks

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