Lisa Holenstein
ServiceNow Employee
ServiceNow Employee

Workflow Automation CoE > Playbooks> Getting Started with Playbooks

 

What are Playbooks?

Playbooks, built in Workflow Studio, promote your subflows and flow actions to a new level by driving cross-enterprise and cross-departmental workflows. Together with Playbook Experience, you can expose your playbook, the expected next steps, and all relevant information directly to the end-user for increased efficiency and process transparency. With optional, ad-hoc activities you can make your processes flexible to meet any unexpected needs.

 

What happened to Process Automation Designer?

With the introduction of Workflow Studio in the Washington DC Release, all workflow automation types can be developed in a unified builder experience. At the same time, we are renaming Process Definitions to Playbooks to reduce friction and streamline communication.

 

Who can use Playbooks?

Playbooks are designed to be usable by developers of all skill levels while encouraging collaboration. Business Process Owners can map out their process with placeholder and pre-made activities while more experienced developers connect the pieces by passing data between the different activities and throughout the process lifecycle. Additionally, they can create new, custom activity definitions based on flows, subflows, or actions to cover specific business process needs.

 

Who? Works on what? Where? How to start?
  • Process Owner
  • Business Process User
  • ServiceNow Developer
  • ServiceNow Developer
  • (Frontend)
    ServiceNow Developer
  • Workspace Admin
  • (Frontend)
    ServiceNow Developer
  • Mobile App Admin
  • Portal Admin
  • Service Portal Content Item for Playbook

 

When do I use Playbooks over Flows?

First, Playbooks do not replace Flows, instead, it leverages them as the action plan behind each activity.

Flows are ideal for creating targeted automation that solves for a specific business case. Examples include updating a record from a certain trigger, processing an inbound email, running SLA automation, or fulfilling Service Catalog requests.

Playbooks are great for creating multi-stage, multi-activity workflows that cross departments or enterprises. Examples include onboarding a new employee which involves workflows across IT, Facilities, HR, and Finance.

 

How do I get started with Playbooks?

 

 

BUS_64px_Documentation_YG.png

Step 1: Documentation

 

 

BUS_64px_Learn_YG.png

 Step 2: Training

 

 

BUS_64px_Featured_YG.png

 Step 3: Guidance

& Best Practices

 

BUS_64px_Rocketship_YG.png

 Step 4: Further Resources

 

 

Step 1: Documentation BUS_32px_Documentation_YG.png

 

To familiarize yourself with the complete spectrum of Playbook features and the newest enhancements in a given release, ServiceNow Docs is the place to go.

Playbooks Docs

Playbook Experience Docs

 

Release Highlights

Yokohama

Playbooks in Workflow Studio release notes

  • Add custom translations for playbooks.
  • Restart playbook activities that have ended in error.
  • Create a checklist directly in the side panel without needing a checklist template.
  • Create Playbook Variants for similar but different use cases without duplicating playbook definitions. Re-evaluate variant record conditions on playbook restart.
  • Edit triggers when you duplicate a playbook, in a variant, etc.

 

Xanadu

Playbooks in Workflow Studio release notes

  • Get recommendations on which activities to replace placeholder activities with.
  • Preview and modify your text directions before generating your playbook outline with Now Assist.
  • Collect custom responses from an end user, without requiring an existing table or fields.
  • Better manage access to your playbooks and playbook components.

 

Washington

Playbooks in Workflow Studio Release Notes

  • Processes are now called Playbooks in both the builder and in Playbook Experience.
  • Open the Playbooks builder in Workflow Studio. Workflow Studio enables workflow owners to author, configure, and monitor playbooks, flows, subflows, actions, and decision tables in one place.
  • Restart your entire playbook, or restart from a specific activity or stage.
  • Use dynamic inputs to configure your activity to show a certain set of fields based on the value of another input, such as a selected catalog item, selected decision table, or a REST API response.

Playbook Experience Release Notes

  • Added the function to restart a playbook from the beginning, from certain stages, or from certain activities if restart is enabled and defined in the Workflow Studio process design environment.
  • Added to support using playbooks in Portal
  • Added Next Activity and Previous Activity client actions for the focused activity viewer and for layouts using focused activity viewer.
  • Apply reflow to out-of-the-box standalone and custom layout playbook components so that the UI adjusts when you resize your window or zoom.
  • Added form sections to playbook forms.
  • Added new mobile playbooks events.

 

Step 2: Training BUS_32px_Learn_YG.png

 

ServiceNow University Learning Paths and Courses

Start by completing the training on ServiceNow University (formerly known as NowLearning), check out the available learning paths here:

https://sn.works/CoE/Training 

 

Knowledge

CreatorCon is a special program of sessions and training that runs every year during our Knowledge conference. Every year, we get access to new great presentations and courses about our Workflow Automation Products.

 

Developer Program

Next, request a Personal Developer Instance (PDI) to practice what you learned.

 

Step 3: Guidance and Best Practices BUS_32px_Featured_YG.png

 

Whether you’re a first-time implementer or an experienced developer, if you’re only just starting to use the Workflow Automation products, or are looking to migrate off your legacy tech stack, the following resources will help you understand how to best approach using Process Automation Designer and Playbooks.

 

Center of Excellence

CoE/Playbooks Best Practices

NEW! Learn how to determine access to Playbooks, the features, and access at runtime

CoE/Securing Workflow Automation Products

CoE/Custom Playbook Activities

 

FAQ

CoE/Playbooks FAQ

 

Platform Academy

We have also been covering Playbooks topics in our Platform Academy. These include sessions on best practices, guidance, performance, debugging, error handling, and migration use cases.

July 7th, 2022 - Getting Started with Process Automation Designer

August 4th, 2022 - Getting Started with Playbook Experience

November 8th, 2023 - Securing Workflow Automation Products

November 30th, 2023 - Updates for Playbook Experience

December 7th, 2023 - Updates for Process Automation Designer

 

Workflow Academy

Custom Playbook Activities - Workflow Academy #4 (April 11th, 2024)

Configuring Playbook Experience - Workflow Academy #07 (July 11th, 2024)

Embedding Playbooks - Workflow Academy Shorts #07 (Aug 8th, 2024)

Now Assist for Workflow Automation - Workflow Academy Q3 webinar (Sept 12th, 2024)

Collect Data in Playbooks - Workflow Academy #10 (Oct 10th, 2024)

Getting Started with Playbooks in Xanadu - Workflow Academy #11 (Nov 14th, 2024)

Looping in Workflows (Restart Playbooks) - Workflow Academy #12 (Dec 19th, 2024)

Best of Workflow Automation in 2024 - Workflow Academy #13 (Feb 13th, 2025)

 

White Paper

Process Automation Designer and Playbook Experience Whitepaper (Now Create)

 

Use Cases

Article: Getting Started with Now Assist Playbook Generation (Author: Robert Ninness, Release Xanadu)

Article and Video: Adding a Playbook Record Page Tab to a Workspace Record (Author: Arnoud Kooi, Release Tokyo) 

Article: Make an activity optional in Process Automation Designer (Author: Lisa Holenstein, Release San Diego & Tokyo)

 

YouTube

Generate a Playbook with Now Assist

 

Step 4: Further Resources BUS_32px_Rocketship_YG.png

 

Developer Program

In addition to PDIs and courses, the developer program publishes blogs, podcasts, and videos about our Workflow Automation products.

Creator Toolbox

Mastering Playbook Localization in Yokohama

Mastering Playbook Variants in ServiceNow Yokohama

 

Now Assist Playbook Generation in Xanadu

Order Guide Sequencing in San Diego
Playbooks in Rome

Live Coding Happy Hour

Process Automation (PAD) for Meetups - Live Coding Happy Hour for 2020-09-18

Building Playbooks in Rome Part 1 - Live Coding Happy Hour for 2021-08-19

Building Playbooks in Rome Part 2 - Live Coding Happy Hour for 2021-09-02

Process Automation Designer Optional Activities - Live Coding Happy Hour for 2023-03-17

TechNow

TechNow Ep 80 | Process Automation Designer/Playbook Part 1 (Release: Paris)
TechNow Ep 81 | Process Automation Designer/Playbook Part 2 (Release: Paris)

Blog

Blog | What’s New in Process Automation Designer (PAD) for Vancouver

 

Community Content

Our greatest asset is YOU. Our ServiceNow community has a wide array of amazing ServiceNow developers, practitioners, admins, and content creators. Thank you!

Platform: Process Automation Designer & Playbooks || Knowledge & Troubleshooting Resources (Author: Maik Skoddow)
Leveraging Arbitrary Data in Playbooks with Process Automation Designer (Author: Zachary Gumm, Release Quebec)

Playbooks for Portals (Author: Jagjeet Singh, Release: Washington DC)

 

Center of Excellence Navigation

  1. Workflow Automation - Center of Excellence
  2. Workflow Automation Migration Considerations
  3. What's new for Workflow Automation?
  4. Resource Hubs
    1. Flows
    2. Decision Tables
    3. Playbooks
  5. FAQ
  6. Checklist
  7. Training
  8. Workflow Academy
 
Comments
Rob96
Tera Contributor

Hi Lisa

Thanks for this. I'm trying to setup a process automation design for an onboarding a new hire with an order guide. I can't get the triggers to work as needed

I've posted but had no response can anyone provide some help?

https://www.servicenow.com/community/workflow-automation-forum/using-process-automation-designer-wit...

 

thanks

 

Rob

 

Lisa Holenstein
ServiceNow Employee
ServiceNow Employee

Tune in for our next Workflow Academy videos, going live on July 11 and Aug 8th, 2024, to learn about configuring Playbook Experiences and embedding Playbooks into:

  • Next Experience pages
  • ServiceNow Mobile App
  • Service Portal

Configuring Playbook Experience - Workflow Academy #07 (July 11th, 2024)

Embedding Playbooks - Workflow Academy Shorts #07 (Aug 8th, 2024)

Kevin Clark1
Tera Contributor

Hi team, 

 

This is great content, but one thing I'm unclear on is this statement:  

 

Important update: We removed the trigger table restrictions in PAD. This means that you, our customers and partners can trigger processes using any SN table you are entitled to. We released this fix via Utah P7 (available from Sept 21, 2023) and Vancouver P1 (available from Sept 20, 2023).

 

My read of this is that the term Playbook is now used instead of PAD, and that this means that Playbooks are considered to be a platform level capability across all entitled tables and there are no additional licences required to make use of this capability (sorry to ask a license question, but the entitlement documents don't seem to refer to PAD/Playbooks or Process Automation, so it's not clear).  Any chance we could have some clarity about this?  

Bimschleger
ServiceNow Employee
ServiceNow Employee

@Kevin Clark1 As of Washington, 'Playbooks' is the new name for 'Process Automation Designer'. 

 

As a result, yes, playbooks are a platform-level feature, and running playbooks off of platform tables is 100% free.

 

However, to access certain application-specific tables (like ITSM tables), you may need additional licensing.

 

This intro paragraph of docs is helpful:

 

Trigger playbooks off of any platform or application tables that you have access to. These can be:

  • Application tables
  • Custom tables that extend the application tables
  • Custom tables authorized by the application subscription

Each application subscription entitles you to create playbooks for its associated tables. Purchase subscriptions to access any additional tables that you want to trigger your playbooks from. If you already have a subscription to your application but you still can't create playbooks for your application's tables, enable the appropriate plugin.

Note: The plugins you enable determine which tables are available for you to create playbooks.
Version history
Last update:
‎07-09-2025 07:49 AM
Updated by:
Contributors