I am working on implementing Playbook Guided Support on the Service Portal, and I would appreciate some guidance on a few specific requirements.
Use Case:
When a manager creates a case, they should be able to:
- Complete the entire case lifecycle directly from the Service Portal
- Follow a guided journey using Playbooks
Questions:
- Displaying Child Cases: Our flow allows a parent case to have multiple child cases. How can I configure the Playbook or Service Portal to display related child cases to the manager within the same guided experience?
- Attachments in Playbooks:
- How can I enable attachments for each task within the Playbook on the Service Portal?
- How can the manager view all attachments associated with the case (including those added at the task level)?
- Dynamic Flow Based on Button Actions: If the manager clicks a button (e.g., "Create New Child Case"), a different flow should be triggered. How can I configure the Playbook or Flow Designer to detect button actions and branch the flow accordingly?
Any insights, best practices, or documentation references would be greatly appreciated!
Thanks in Advance!
