Hello,
I would like to leverage Playbooks for CSM Contact onboarding but I can't figure out the best way to add the Playbook to the Employee Center, the idea would be an Internal User would first submit the Record Producer to Onboard a new Account and then if they need to add Contacts to the Account, at that time, they can check a box or select Yes on the last question of the Account Onboarding it would take them into the Contact Onboarding Record Producer. Now I know we can accomplish something similar with Order Guides but they are not very user friendly. With a Playbook I would be able to start it on the ESC and then the Customer Service Agent would be able to finish the Playbook in the Workspace.
Currently we have 1 Record Producer with both the Account Onboarding and Contact piece but we are running into the need to have the two separated out for when only the Account is being Onboarded or when Contacts need to be added to an existing account.
Any ideas on how I can accomplish this? Would I need to create a custom widget?
Thanks
