Interact with a business workflow in real time from within Workspace. Agents can use Playbook to update records, upload attachments, and complete tasks across multiple workflow activities.

Playbook overview

Playbooks are built by admins in Process Automation Designer and embedded in Workspace. The Playbook Experience for fulfillers during runtime provides visibility into cross-business workflows and the actionable tasks used to complete these business workflows.

  1. Playbooks may appear in the Contextual side panel or in the related items of records configured with Playbook.
  2. Activities that you must perform to complete the business workflow are displayed. You're able to see what you've done and what you must do to complete the playbook. You can collapse activities to display relevant activities, and expand them again.
  3. Activities are typically performed sequentially. You can go back to those activities to complete them later. Complete an activity and go to the next activity, or complete the playbook.
  4. Playbook automatically updates playbook tasks if completed outside of a playbook.

Playbook flow.

Playbook anatomy

Playbooks contain helpful UI features.
Playbook header
Shows the title of a Playbook. A header exists for each playbook attached to a record. Selecting a Playbook header expands the stages nested under it. Playbook header
Playbook stages
Click a stage title to view its activities. By default, all activity cards are collapsed except for the first card in a stage.

Stage title

The stage progress updates as activities are completed. A checkmark inside the playbook header indicates that the stage is complete.

Stage status complete and in progress

Use the stage filter (Playbook filter icon) to filter a playbook.

stage filter selections

Use the ellipses action menu icon (Playbook action menu icon) to perform select actions at the playbook and stage level.

Playbook action menu at playbook level

Activity cards
Playbook activity cards display details about an activity, which may include the status, SLA timer, form data, and attachments. Use playbook activity cards to complete tasks by filling in forms, completing checklists, and adding attachments.Playbook activity cards