Complaints Playbook csm

[Luke James]

Hello Everyone, 

I am implementing the complaints playbook for a customer, but they want to remove some aspects of the playbook, as they don't feel like they need them in there process. 

How do I safely remove them without breaking the other parts of the complaints process? 

Kind Regards, 

Luke

[Ankur Bawiskar]

@Luke James 

Simply make a copy of that OOTB playbook and make changes to it.

Deactivate the OOTB one.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Luke James]

Thanks @Ankur Bawiskar . When I remove certain stages from the playbook though, It no longer flows as it should. 

[Ankur Bawiskar]

@Luke James 

Is that the OOTB one which you are trying to edit?

Remember there might be process behind each lane of playbook and you can't simply deactivate etc

Why not create a new playbook for your custom process of customer?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Luke James]

If I do it that way, can they still have the same prefix number as the complaints module has?