Hi,
As of today, I've usually implemented Request Management fulfillment processes by leveraging catalog tasks and checklists (either via the built-in checklist functionality, or just by putting written instructions in the catalog task description).
A while ago, I started using playbooks for Incidents, and I was wondering if anyone is using them for catalog tasks as well. The goal of using OOTB checklists or written instructions was always to have detailed step-by-step instructions for not so experienced employees, but those options are lacking several features (or require customization) in comparison to playbooks. The only real benefit is that they work on UI16, as opposed to playbooks, who only work in workspaces (or UI builder experiences).
Therefore, my question is, do any of you use playbooks in combination with catalog tasks, and what has this experience been like? Can you recommend it?
Thanks for your help,
Max
