Customer Portal: Playbooks on Portal

[Harriet Frankli]

Getting started with CSM playbooks? Check our community article on case management workflows to know more.

Playbooks on portal refer to case playbooks which are enabled to appear on the customer portal. The user persona here is often (but not always!) a requester, such as a customer or consumer. Check out our feature short below to get a visual understanding!

Portal playbooks offer various self-service benefits to these users, for example:

• Visibility into the user’s progress in a case in clear delineated stages, and the remaining steps or tasks they need to complete.
• Back and forth navigation between activities or tasks.
• Ability to input information quickly.
• Ability to save an application or form that is not yet ready for submission and resume work on it later.

Key concepts:

Playbooks and case types:

Each case type can have one or more playbooks associated with it, defining the stages and activities that guide users (agents or customers) through resolution.

Playbook record generator vs record producer:

Playbooks in general require a record (e.g., a case) to be created or updated before a process can start and show the various stages and activities to the user. This means the portal user needs to be able to create or update a case to start using the playbook. The way to achieve this is by using a record generator.

Record generators are different from record producers, which are primarily used to display a catalog item on the portal. They help tie a service definition to a service catalog item, so that a customer/consumer can create a case on the portal.

Playbook content item:

Content items are used to embed the playbook in the customer portal.

What is a state:

A state represents the current phase or status of a case or case type (for example: New, In Progress, Closed). A ‘Draft’ state for a portal-enabled case or case type lets users start an application or service request, save it part-way, and return later to complete it.

Activity overrides:

These allow behavior of individual activities or stages in a playbook to be changed, for example, hiding or disabling certain steps for specific users (as we see in the video), or altering the UI depending on role or state. Navigate to All> Playbook Experience> Activity Overrides to create or edit overrides.

Resources on enabling playbooks for portal:

Check out our new documentation resources on CSM Playbooks for Portals

For more information about setting up custom Playbooks, and a helpful video, check out this detailed community article. 

If you have any further questions on this topic, please leave a comment.