If youβre working on process automation or case management in ServiceNow, you've likely come across both Flow Designer and Playbooks. While they might seem similar on the surface, they serve very different purposes. Let's break it downπ
π Flow Designer β Your Automation Engine
Flow Designer is a no-code/low-code automation tool used to streamline and automate processes across the platform. Whether you're automating approvals, updating records, or triggering integrations, Flow Designer has your back!
β Use Cases:
Automating incident resolution steps
Integrating with external systems (via spokes)
Sending notifications or triggering SLAs
π§ Playbooks β Your Guided Experience
Playbooks are used to guide agents or users step-by-step through complex processes in a visual, interactive way. Think of them as a dynamic task board within the record β helping with case management, HR processes, or customer service actions.
β Use Cases:
HR onboarding tasks
Customer Service case resolution
Field service task progression
