New CSM Playbooks for Portals documents

[Sami3]

Playbooks for Portals guide the user through processes step-by-step and allow users to track the progress they have made. Once Playbooks for Portals has been configured, the experience for users is easy and intuitive.

The process for configuring Playbooks, however, can sometimes be complicated, so we are working on improving our documentation to make the configuration more clear, and to show the different options available for both predefined and custom Playbooks.

Predefined vs Custom Playbooks for Portals

There are two ways to configure Playbooks for Portals- you can configure the predefined Playbooks that are provided with the application, such as Onboarding Playbooks, or you can create custom Playbooks to fit your business needs. The process for configuring each of these is different, and previously our documentation did not explain this clearly.

To remedy this situation, we have made updates to explain the different steps for each process.

For predefined Playbooks, the process is simpler. Here are the high level steps to set up a predefined playbook:

1. Activate the draft state in the onboarding case type state.
2. Activate the Record Generator
3. Activate a new onboarding playbook with self-service
4. Activate guided onboarding in Playbook content items.
5. Add the Process tab to the Portal so that users can see where they are in the Playbook process.

For a custom Playbook, there are a few more steps needed, including defining the process, setting up ACLs, and creating a redirection widget to redirect users to the intake experience:

1. Define your process using Workflow Studio. See Create a playbook for more information.
2. Activate the Record Generator.
3. Set up ACLs (Access Control Lists) to provide the appropriate read, write, and create permissions for users. See Explicit Roles in CSM for more information.
4. Create a Playbook Content Item so that users can navigate to the Playbook experience.
5. Set up a redirection widget so that users are redirected to the playbook intake experience once the state changes from "draft" to "new."

We hope that these improvements to the documentation will help you configure Playbooks for Portals more easily and efficiently.

For more information about setting up custom Playbooks, and a helpful video, see this article by Jagjeet Singh: https://www.servicenow.com/community/servicenow-ai-platform-articles/playbooks-for-portals-washingto...

Please let us know if you have questions, or suggestions for more improvements. We would love to hear from you.