Playbook Activities

Vedavalli · 4 weeks ago

In playbook do we have any oob component such that we'll show question with yes , no buttons ?

Thanks in advance

Shashank_Jain · 4 weeks ago

Yes, we do have OOB ways to handle Yes/No inside a Playbook.

Yes/No Outcome activity (PAD) – This is the out-of-the-box component designed for Yes/No branching. You can drag this activity into your Playbook flow in Process Automation Designer, and it will show the agent two options (Yes / No). The next path depends on what they select.
Decision activity – Also OOB, and can be configured to behave like a Yes/No question (though it supports multiple outcomes if needed).
Guided Decisions – In CSM or HR playbooks, you can insert a Guided Decision that asks a question with Yes/No answers.

So, Playbooks don’t have a special “Yes/No button component” in UI Builder, but they achieve the same thing using these PAD activities that render in the Playbook UI.

Hope it helps!

If this works, please mark it as helpful/accepted — it keeps me motivated and helps others find solutions.
Shashank Jain

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kaushal_snow · 4 weeks ago

Hi @Vedavalli ,

Available OOB Playbook Components:

1. Yes/No Outcome Activity

A built in Playbook activity specifically designed to present a Yes or No choice to users. Drag this into your flow within Process Automation Designer. When executed, it displays two buttons Yes and No and routes the flow according to the user’s selection........

2. Decision Activity

A more flexible activity usable for branching logic, including Yes/No scenarios.....You can configure it to behave like a Yes/No prompt or use additional outcome options as needed.........

3. Guided Decision (in CSM/HR Playbooks)

Available in industry specific playbooks (like CSM or HR), this feature allows you to insert a guided prompt with customizable Yes/No options and branching logic...

If you found my response helpful, please mark it as ‘Accept as Solution’ and ‘Helpful’. This helps other community members find the right answer more easily and supports the community.

Thanks and Regards,
Kaushal Kumar Jha - ServiceNow Consultant - Lets connect on Linkedin: https://www.linkedin.com/in/kaushalkrjha/

View solution in original post

Mark Manders · 4 weeks ago

Depending on the version you are on (update to the most recent one), you can use questionnaires to ask question with these kinds of options.

Please mark any helpful or correct solutions as such. That helps others find their solutions.
Mark

Shashank_Jain · 4 weeks ago

@Vedavalli ,

Yes, we do have OOB ways to handle Yes/No inside a Playbook.

Yes/No Outcome activity (PAD) – This is the out-of-the-box component designed for Yes/No branching. You can drag this activity into your Playbook flow in Process Automation Designer, and it will show the agent two options (Yes / No). The next path depends on what they select.
Decision activity – Also OOB, and can be configured to behave like a Yes/No question (though it supports multiple outcomes if needed).
Guided Decisions – In CSM or HR playbooks, you can insert a Guided Decision that asks a question with Yes/No answers.

So, Playbooks don’t have a special “Yes/No button component” in UI Builder, but they achieve the same thing using these PAD activities that render in the Playbook UI.

Hope it helps!

If this works, please mark it as helpful/accepted — it keeps me motivated and helps others find solutions.
Shashank Jain

Ankur Bawiskar · 4 weeks ago

@Vedavalli

you can use "Collect User Data" OOTB playbook activity to ask user to enter some input

check the docs link

Collect User Data activity

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

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

Mark Manders · 4 weeks ago

Collect User Data is deprecated and replaced with 'Questionnaires'.

Please mark any helpful or correct solutions as such. That helps others find their solutions.
Mark