Define a custom configuration for this Playbook experience. Customize the Playbook user experience including activity filters, assignment badges, embedded forms, and SLA timers in each activity.

Before you begin

Role required: playbook_experience.admin

About this task

This task is optional. If you don’t define a custom configuration for your Playbook experience, the global Playbook experience configuration is used instead.

Procedure

  1. Navigate to All > Playbook Experience > Playbook Experiences.
  2. Select a Playbook experience.
  3. Click the Configurations related list.
  4. Select a playbook configuration or click New.
  5. On the form, fill in the fields.
    Table 1. Playbook Configuration form
    FieldDescription
    Show Activity State Option to display the state of the activity within the activity card to orient the user.
    Filter fields List of field names that appear in a drop-down filter at the top of the Playbook. For example: assigned_to or state. Separate each field name with a comma. Field values come from an activity's associated record.
    Filter on playbook card status Option to include activity states in the drop-down filter.
    Note: An activity's state is not the same as the state of its associated record.
    Assigned to field Field used to populate an Assigned to badge and avatar that shows up on each Playbook card. The field value comes from the activity's associated record.
    Max form fields on card Maximum number of form fields in a Playbook card. Forms that exceed this size instead render in a modal.
    Expand first prioritized card Expand the first prioritized card in each stage of the playbook.
    Order Integer that determines the precedence of this configuration in relation to other matching configurations in this Playbook experience. The lower the number, the more likely it will be selected over another configuration. The typical practice is to use numbers that are in the hundreds. For example, 100, 200, 300, or 400.
    Active Option to activate your playbook configuration.
    Application Application that this playbook configuration applies to. Global means that the component applies to all applications.
    Playbook experience Playbook experience associated with this configuration. This field is automatically populated when you configure the Playbook Experience form.
    Playbook table Table to limit this configuration to a specific Playbook. Specify the table that contains the Playbook. If the Playbook was built with Playbooks, select Process Definition <sys_pd_process_definition>.
    Playbook record Playbook record to limit this configuration to a specific Playbook. Choose a record from the table that appears in the Playbook table field. For example, select a specific Process Definition.
    SLA configuration

    Activities can be configured to show an SLA timer for the task record associated with activities. Specify an SLA configuration record used to select the correct SLA to display in this case. If no SLA configuration is selected, the SLA that breaches first is used.

    SLA configurations include:

    • Do not show SLA timer
    • Incident Response and Resolution Team
    • Show SLA that will breach first
    Inaccessible Data Visibility Option to hide data or activities that the logged-in user cannot access.
    Pending Item Visibility Option to hide the activities or stages that are not yet triggered.
  6. Click Submit.

What to do next

Set up additional playbook activity overrides.