---
sourceDocument: Australia Public Sector
sourceDocumentLink: https://www.servicenow.com/docs/r/government-industry

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Public Sector

ft:clusterId :

    - gvin

bundleId :

    - gvin

workflow :

    - Customer and Industry


---

# Using Social Benefits Playbook

# Using Social Benefits Playbook {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read
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## Summary of Using Social Benefits Playbook

The Social Benefits Playbook for Public Sector Digital Services is designed for social benefits case agents and managers to efficiently manage and resolve social benefits requests within the ServiceNow CRM Workspace.
It automatically appears in the Playbook tab when a social benefits request case is created, guiding users through a structured workflow divided into multiple stages and activities.
This playbook helps visualize and manage the entire life cycle of a social benefits request, ensuring consistent and thorough case handling.
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## Key Features

* **Structured Stages:** The playbook organizes the workflow into four main stages---Intake, Review, Process, and Decision---each containing specific activities needed to progress and resolve the case.
* **Activity Management:** Agents can view, select, complete activities, and move seamlessly between stages to ensure all necessary steps are addressed.
* **Automation:** Certain activities can trigger automated actions, such as sending emails to customers upon completion of stages or activities.
* **Customizable Workflow:** Administrators can modify the base workflow to fit specific social benefits use cases.
* **Playbook Layout Components:**
  * **Header:** Displays playbook title, stage progress, filtering options, and action menus.
  * **Life-cycle Panel:** Shows all activities per stage, expandable or collapsible for easy navigation.
  * **Work Area:** Displays current activity details for the agent to work on.
  * **Contextual Side Panel:** Provides case activity streams, overview details, timeline, SLAs, and dynamic related records for comprehensive case context.
  * **Case Information Contact Card:** Shows applicant contact details, preferred communication method, and identity verification types, allowing agents to initiate emails directly.
  * **Items Received Card:** Displays active, expired, or soon-to-expire licenses/permits related to the case.
  * **PaCE Policy Card:** Offers additional eligibility insights during decision-making through linked knowledge base articles.

## Key Outcomes

By using the Social Benefits Playbook, ServiceNow customers can expect a streamlined, transparent process for handling social benefits requests. It enables agents to efficiently manage cases through clear guidance, automated steps, and access to relevant case information, improving resolution accuracy and speed. Additionally, the playbook's customizable nature allows organizations to tailor workflows to their specific social benefits programs, enhancing operational flexibility.  
If you're a social benefits case agent or manager, you can use the Social Benefits Playbook for Public Sector Digital Services to manage and resolve requests for social benefits.
The Social Benefits Playbook automatically appears in the Playbook tab when you create a social benefits request case by using the CRM Workspace. A playbook takes a workflow and breaks it into multiple stages or lanes. Each stage in a playbook includes one or more activities, or steps, for you to complete. Stages can also include automated activities, such as auto-sending an email to a customer when a stage or activity is complete. When using a playbook, you can:

* View the playbook stages and activities.
* Select an activity and perform the work to complete that activity.
* Mark an activity as complete and move to the next activity or stage.
* Complete the stages and activities to resolve the case.
{#psds-using-sb-playbooks__ul_y5f_pnm_swb}

The workflows for a type of case and the activities that you need to resolve these cases are in the playbook. By using a playbook, you can visualize the entire life cycle of the information request workflow.

## Playbook stages {#psds-using-sb-playbooks__section_z5f_pnm_swb}

Like other Public Sector Digital Services playbooks, this playbook contains four stages (Intake, Review, Process, and Decision) and several activities in each stage. Below is a diagram illustrating the base Social Benefits Playbook workflow. This workflow can be modified by an admin to match a specific social benefits use case.  
The Social Benefits Playbook stages are listed in the following table.{#psds-using-sb-playbooks__table_avf_pnm_swb__entry__2}

| Task | Description |
|-|-|
| Intake | Guides you through the record creation process by capturing the details of the social benefits request and assigning it to the right agent. |
| Review | Acts as a checkpoint for eligibility verification and provides you with an opportunity to review the case details. |
| Process | Guides you through the activities for social benefits request fulfillment. |
| Decision | Captures and communicates the decision and next steps to the constituent and any other agents or involved parties. |
[Table 1. Playbook stages]

{#psds-using-sb-playbooks__table_avf_pnm_swb}

## Playbook layout {#psds-using-sb-playbooks__section_bvf_pnm_swb}

The following figure shows the components that you can see in the Social Benefits Playbook workspace.Figure 1. Playbook layout with the Process-based Experience view {#psds-using-sb-playbooks__table_j4r_cww_5pb__entry__2}

| Playbook area | Description |
|-|-|
| Playbook header | * Appears at the top of the playbook. * Shows the title of the playbook and a horizontal stage picker that displays progress through the playbook stages. * Includes a filter that you can use to filter the activities by the assigned user or the activity status. * Includes the Playbook Actions menu that you can use to select the playbook-level and activity-level actions. {#psds-using-sb-playbooks__ul_phl_pw4_1qb} |
| Playbook Life-cycle | * Appears in a panel on the left side of the playbook. * Displays a list of the activities for each stage. * With the horizontal stage layout, you can expand or collapse the entire list of activities for the current stage. {#psds-using-sb-playbooks__ul_qn4_4ws_pzb} |
| Playbook work area | * Appears in the middle of the playbook. * Displays the card for the current activity. {#psds-using-sb-playbooks__ul_mdb_gxw_5pb} |
| Contextual side panel | * Appears on the right side of the playbook. * Includes the tabs that you can use to display the following types of information: * Case or case task activity stream. * Ribbon information such as the case overview, customer details, timeline, and service level agreements (SLAs). * Dynamic related records. For more information, see [Dynamic related records](https://www.servicenow.com/docs/6ar5ZnETJkKB8YG5i3tlXA "You can view the dynamic related records in the playbook contextual side panel in CRM Workspace. These records dynamically change based on the current record or playbook activity."). {#psds-using-sb-playbooks__ul_x34_pxw_5pb} {#psds-using-sb-playbooks__ul_k5z_kxw_5pb} |
| Case Information Contact Card | * Contact information for the constituent or business that submitted the request. * Appears in a panel on the left side of the playbook. * Displays the preferred communication method indicated by the applicant. * Allows an agent to start an email draft directly from the playbook workspace by selecting the applicant's email address. * Displays the identity type provided by the applicant, either SSN, Driver's License, Medicare, or State Identification number. {#psds-using-sb-playbooks__ul_gfz_hxs_pzb} |
| Items Received Card | * Appears on the left side of the playbook. * Shows licenses/permits that are active, expired, and expiring soon, and the time remaining on each one. {#psds-using-sb-playbooks__ul_zkq_j5j_qzb} |
| PaCE policy card | * Appears in the contextual side panel during the Propose decision activity of Process stage. * Provides agents additional insight into eligibility criteria via a link to a corresponding KB article containing the full text of the policy. {#psds-using-sb-playbooks__ul_f3p_ts4_2cc} |
[Table 2. Playbook components]

{#psds-using-sb-playbooks__table_j4r_cww_5pb}