How to Add a Playbook Tab to Case Records in CSM Workspace

[HasanRaja]

Step 1: Integrate Playbook with CSM Workspace

To display a Playbook in CSM Workspace, you must configure it as a Related Item or Contextual Side Panel.

Configure the Playbook as a Related Item

1. Navigate to:
   All → Workspace Experience → Actions & Components → Related Items (or Contextual Side Panel).
2. Click New to create a new action.
3. Fill in the form fields as follows:

Action Assignment form

Field	Description
Action label	Label of the Related Item or Contextual Side panel tab. Enter “Playbook”
Action name	Unique name for your item. This name can be overridden. “playbook”
Implemented as	Select UI Component.
Specify UI component	UI component associated with the action. Enter now-playbook-experience.
Application	Application for the action assignment.
Table	Select the table you want to show the Related Item or Contextual Side Panel on. Select “Case” table.
View	Field to only display a Playbook when this Form View is selected on the parent record. Select “Workspace” view.

1. Click the Advanced View related link.
2. Click the Component Attributes tab.
3. On the form, fill in the fields

Component Attributes Tab

Attribute name	Description
playbookExperienceId	Associated Playbook experience ID. Copy and paste the sys_id of a Playbook Experience record. Note: If no Playbook experience ID is provided, the global Playbook experience is used by default.
parentSysId	Associated parent sys_id. Enter {{sysId}}  to automatically take the parentSysId of the record that you're viewing.
parentTable	Associated parent table. Enter  {{table}}  to automatically take the parentSysId of the record that you're viewing.
compactMode	Option to display a Playbook in compact mode. Typically set to true for Contextual Side Panel and false for Related Item.
recordGeneratorQuery	Set to {​{query}}
isNewParentRecord	Set to {{isNewRecord}}.

Note: You can enter this sysId : 98e09a560f2200102920c912d4767e1a in PlaybookExperienceId

• Under the Conditions tab, enter the following Script Condition to display the Playbook only when a process execution has been triggered:
• sn_playbook.PlaybookExperience.parentRecordContainsPlaybook(current)
• Save the configuration.

Step 2: Add a Playbook Tab to CSM Workspace

To embed the Playbook as a dedicated tab within the CSM Workspace, follow these steps:

• Navigate to All → UI Builder.
• On the Home Page, click Experiences in the header.
• Search for CSM Configurable Workspace and open it.

• Scroll to Record Pages → Open CSM Default Record Page.

• Click Duplicate Variant → Enter a Name (e.g., CSM Default Record Page Copy) → Click Create.

• In the Edit Test Values panel:
• Set Table: sn_customerservice_case (case).
• Select a sample sys_id and click Apply.
• In the Main Tab (left panel):

• Locate the Tabs section (right panel) → Click Add.

• Select Start from an Empty Container → Click Next.

• Enter: Label, ID, and Icon → Click Create.

• Drag the new Playbook Tab to the Top position.

• Click Add Component → Select Playbook Focused Vertical.

• Under Data Resources:

• Bind parentSysId to props → sysId.   (Use Bind Data Icon)

• Bind parentTable to props → table.

• Save the variant.
• Click Settings (top header) → Change Order from -1000 to -1100 → Click Save.

Step 3: Create a Playbook for the Case Table

To ensure that cases trigger the Playbook automatically, create a new Playbook in Flow Designer:

• Navigate to All → Flow Designer.
• Click New → Enter a Playbook Name → Click Build Playbook.
• In the Properties panel:

• Open the Schedule Tab.
• Set Trigger Type → Select Case Table.

• Define Stages and Activities based on your workflow requirements.
• Activate the Playbook.

Once activated, the Playbook Tab will be visible when a case record is opened in CSM Workspace.

Note: May be this configuration is no need from Yokohama release version. Just creating a playbook is enough.

[HasanRaja · Accepted solution]

We can achieve the above functionality Out-of-the-box by installing certain plugins without configuration. These include:

1. Customer Service (com.sn_customerservice)
2. Playbooks for Customer Service Management (sn_csm_playbook)

3. Customer Service Case Types (com.snc.csm_case_types)

4. Dynamic Related Records for Configurable Workspace (sn_uib_dyn_rel_rec)

The following playbook applications are available for use with Customer Service Management and are available from the ServiceNow Store:   

Out-of-the-box Case Playbooks

• Case Playbook for Onboarding (sn_onboarding)
• Case Playbook for Complaints (sn_complaint)
• Case Playbook for product Support (sn_product)

[AmolJ]

The sn_csm_playbook plugin solved my other issue - to add the playbook to CSM workspace and to trigger it when a new record is created. This plugin automatically created a "Playbook" tab on the current variant (so saved me from creating another variant as well) and when I save a new record, the playbook starts automatically.

This plugin however does not install the onboarding, complaint and product playbooks. They need to be installed separately.

I am on Xanadu.

[ManishKumaS5971]

While we are using focused vertical components of playbook 

And we are clicking any button in form section of workspace there are two info message getting(if I have configured some message to be displayed onClick())printed 

And when I remove it to just stack view playbook only one message is getting printed

I have noticed this issue on all the 4 components of playbook expect the normal stack component 

How to resolve it?

While using the focused vertical components of the playbook, I observed that when clicking any button in the form section of the workspace (where an info message is configured to display onClick), two info messages are being printed. However, when I switch to using only the stack view playbook, only one message is displayed.

I have noticed this issue across all four components of the playbook except the normal stack component.

How can this be resolved?

[AmolJ]

Everyone, please note that on Xanadu, when we installed plugin "sn_csm_playbook" ; it removed the "Submit" UI Action button on the CMS case workspace form.