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surbhiakuma
Tera Contributor

‎07-05-2025 03:27 AM

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
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GlideFather
Tera Patron

‎07-05-2025 05:10 AM

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... 

 

 

 

Thank you for accepting this solution 🙌

———
/* If my response wasn’t a total disaster ↙️ ⭐ drop a Kudos or Accept as Solution ✅ ↘️ Cheers! */


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abirakundu23
Mega Sage

‎07-05-2025 09:49 PM - edited ‎07-05-2025 09:51 PM

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.
    abirakundu23_1-1751777319405.png
    abirakundu23_0-1751777224056.png
    You can explore in more details about  3 playbooks through product documentations.

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



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GlideFather
Tera Patron

‎07-05-2025 05:10 AM

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... 

 

 

 

Thank you for accepting this solution 🙌

———
/* If my response wasn’t a total disaster ↙️ ⭐ drop a Kudos or Accept as Solution ✅ ↘️ Cheers! */


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abirakundu23
Mega Sage

‎07-05-2025 09:49 PM - edited ‎07-05-2025 09:51 PM

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.
    abirakundu23_1-1751777319405.png
    abirakundu23_0-1751777224056.png
    You can explore in more details about  3 playbooks through product documentations.

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



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abirakundu23
Mega Sage

‎07-07-2025 05:21 AM

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