Checklists

[JelenaK]

So what does your company use in Service Operations Workspace instead of Checklists for Incidents? I am not talking about HR but the normal first level Service Desk and their incidents in SOW.
I saw that the checklists are not available in SOW anymore so I am wondering if any of you found another solution for it, or you are not using them at all in SOW for your agents?
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2247571

[Tanushree Maiti · Accepted solution]

Hi @JelenaK 

For customization using UI builder, you can check it:

How to display Checklists on Configurable Workspace

Alternative of Checklist  could be Playbooks (Process Automation Designer) for guiding agents through complex, multi-step processes in the Workspace UI. It offers a visual, interactive, and structured approach that checklists cannot match.