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.

[tippalurukishor]

How to add the playbook when it's a New record (Like when the form is loading you need to add the playbook to the associated record without submit or save a form )

I have created through UI builder followed all steps but I'm getting error when I'm trying to open the form through workspace playbook .

here I'm adding the issue persisting screenshots 

Thanks.