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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.)
- Case playbook for Onboarding
- Case playbook for Services
- Case playbook for Product Support
- Case playbook for Complaints
- Case playbook for Billing
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07-05-2025 05:10 AM
Hi @surbhiakuma,
- Case playbook for Onboarding ✅
- Case playbook for Services ❌
- Case playbook for Product Support ✅
- Case playbook for Complaints ✅
- Case playbook for Billing ❌
Case Playbook for Product Support:
Configure Playbooks for Customer Service Management:
- Case playbook for Onboarding
- Case playbook for Complaints
- Case playbook for Product Support
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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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.)
- Case playbook for Onboarding (correct)
- Case playbook for Services
- Case playbook for Product Support (correct)
- Case playbook for Complaints (correct)
- 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.
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07-05-2025 05:10 AM
Hi @surbhiakuma,
- Case playbook for Onboarding ✅
- Case playbook for Services ❌
- Case playbook for Product Support ✅
- Case playbook for Complaints ✅
- Case playbook for Billing ❌
Case Playbook for Product Support:
Configure Playbooks for Customer Service Management:
- Case playbook for Onboarding
- Case playbook for Complaints
- Case playbook for Product Support
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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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.)
- Case playbook for Onboarding (correct)
- Case playbook for Services
- Case playbook for Product Support (correct)
- Case playbook for Complaints (correct)
- 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.
- Mark as New
- Bookmark
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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.