CIS CSM

[surbhiakuma]

Playbooks for CSM provide step-by-step guidance for resolving specific types of customer service cases. What are the three out-of-the-box playbooks for CSM? (Choose three.)

1. Case playbook for Onboarding
2. Case playbook for Services
3. Case playbook for Product Support
4. Case playbook for Complaints
5. Case playbook for Billing

[GlideFather · Accepted solution]

Hi @surbhiakuma,

1. Case playbook for Onboarding ✅
2. Case playbook for Services ❌
3. Case playbook for Product Support  ✅
4. Case playbook for Complaints  ✅
5. Case playbook for Billing ❌

Case Playbook for Product Support:

https://www.servicenow.com/docs/bundle/yokohama-customer-service-management/page/product/customer-se... 

Configure Playbooks for Customer Service Management:

https://www.servicenow.com/docs/bundle/yokohama-customer-service-management/page/product/customer-se... 

• Case playbook for Onboarding
  • https://www.servicenow.com/docs/bundle/yokohama-customer-service-management/page/product/customer-se...
• Case playbook for Complaints
  • https://www.servicenow.com/docs/bundle/yokohama-customer-service-management/page/product/customer-se...
• Case playbook for Product Support
  • https://www.servicenow.com/docs/bundle/yokohama-customer-service-management/page/product/customer-se...

Thank you for accepting this solution 🙌

[GlideFather · Accepted solution]

Hi @surbhiakuma,

1. Case playbook for Onboarding ✅
2. Case playbook for Services ❌
3. Case playbook for Product Support  ✅
4. Case playbook for Complaints  ✅
5. Case playbook for Billing ❌

Case Playbook for Product Support:

https://www.servicenow.com/docs/bundle/yokohama-customer-service-management/page/product/customer-se... 

Configure Playbooks for Customer Service Management:

https://www.servicenow.com/docs/bundle/yokohama-customer-service-management/page/product/customer-se... 

• Case playbook for Onboarding
  • https://www.servicenow.com/docs/bundle/yokohama-customer-service-management/page/product/customer-se...
• Case playbook for Complaints
  • https://www.servicenow.com/docs/bundle/yokohama-customer-service-management/page/product/customer-se...
• Case playbook for Product Support
  • https://www.servicenow.com/docs/bundle/yokohama-customer-service-management/page/product/customer-se...

Thank you for accepting this solution 🙌

[abirakundu23 · Accepted solution]

Hi @surbhiakuma,

Playbooks for CSM provide step-by-step guidance for resolving specific types of customer service cases. What are the three out-of-the-box playbooks for CSM? (Choose three.)

1. Case playbook for Onboarding (correct)
2. Case playbook for Services
3. Case playbook for Product Support (correct)
4. Case playbook for Complaints (correct)
5. Case playbook for Billing
   
   You can see the  OOB playbooks if plugins are activated in your instance.
   Attached screenshot as your reference.
   
   
   You can explore in more details about  3 playbooks through product documentations.
   

   Please mark helpful and correct answer if it's worthy for you.

   
   
   

[abirakundu23]

Hi @surbhiakuma,
Did you get a chance to check my previous response ?
Please mark helpful and correct answer if it's worthy for you.