Hello @kumkumr ,
In ServiceNow Flow Designer, a Playbook is used to guide users step by step while they are working on a record.
Unlike a normal flow (which runs automatically in the background), a playbook shows tasks or steps to the user and helps them understand what to do next.
Why we use a Playbook
To guide agents or users through a process
To show progress clearly (what’s done, what’s next)
To make complex processes easier to follow
Simple example
Consider an Incident management process.
When a high-priority incident is created, the agent needs to:
Acknowledge the incident
Check impacted services
Communicate with stakeholders
Resolve and close the incident
A Playbook can show these as steps on the incident record.
As the agent completes each step, the playbook updates and shows the next action.
This helps the agent follow the correct process instead of guessing what to do next.
In short
also refer this vedio - https://www.youtube.com/watch?v=o-SeteN1HZE
if my response is helpfull , please mark it as helpfull🙏 and accept it as solution👍
Regards,
Umesh
