---
sourceDocument: Zurich Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/customer-service-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Playbook terminology

# Playbook terminology {#ariaid-title1}

Release version: Zurich  
Updated July 31, 2025  
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## Summary of Playbook terminology

A playbook in ServiceNow is an end-to-end workflow designed to guide users through a business process via a task-oriented view.
It visualizes workflows as sequences of steps or activities users must complete to achieve specific goals, while providing necessary guidance throughout the process.
Show full answer Show less  

## Playbook structure

Playbooks are composed of several key elements created and managed within Workflow Studio:

* **Trigger:** Defines when and how a playbook starts running based on record operations (e.g., creation or update) and specific conditions.
* **Stage:** Logical groupings of activities within the playbook; a playbook consists of one or more stages, each containing multiple activities. Stages may include automated steps.
* **Activity:** Individual tasks or actions within stages that users complete. Activities can be manual (which users can skip or complete) or automated.

## Playbook UI components

Customer service agents interact with playbooks primarily in CRM Workspace, where record pages displaying playbooks are created or customized with UI Builder. Key UI components include:

* **Playbook picker:** Allows selection among multiple playbooks available on a record.
* **Stage picker:** Shows all stages within a playbook and indicates the current stage; can be oriented horizontally or vertically, with icons reflecting stage status.
* **Horizontal stage picker:** Displays stages in a horizontal bar at the top of the record page, highlighting the current stage and showing its activities in the activity picker.
* **Vertical stage picker:** Displays stages and their activities vertically on the side, expanding the current stage to show its activities.
* **Activity picker:** Lists all activities within the current stage and indicates their completion status.
* **Activity viewer:** Presents detailed information and the work interface for the current activity.
* **Activity card:** Displays activity details and is the interface users use to complete each task.

Understanding these terms and components enables ServiceNow customers to design, configure, and interact with playbooks effectively to streamline business workflows and improve user guidance during process execution.  
Use the following list of terms to gain an understanding of playbook structure, tools, and configuration.
A playbook is an end-to-end workflow that includes the steps, strategies, and guidance to lead users through a business process. A playbook:

* VISUALIZES a workflow in a task-oriented view and guides users through sequences of tasks.
* INCLUDES a series of steps that a user must complete to achieve a particular goal.
* PROVIDES guidance for completing those steps.
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## Playbook structure {#csm-playbook-terminology__section_dty_lgt_bcc}

A playbook contains one or more stages, or groups of tasks, and sequences of activities within each stage. A playbook also includes a trigger. The structure of a playbook is created in [Workflow Studio](https://www.servicenow.com/docs/access?context=workflow-studio&version=zurich&pubname=zurich-build-workflows&ft:locale=en-US).{#csm-playbook-terminology__table_playbook_structure_terms__entry__2}

| Term | Definition |
|-|-|
| Trigger | A trigger determines when a playbook starts running. Each trigger has a type and conditions that, when met, start running an activated playbook. The trigger type represent a record operation, such as when a record is created or updated. Trigger conditions determine when and how a trigger is fired. [Triggers](https://www.servicenow.com/docs/access?context=create-trigger-definition&version=zurich&pubname=zurich-build-workflows&ft:locale=en-US) are created in [Workflow Studio](https://www.servicenow.com/docs/access?context=workflow-studio&version=zurich&pubname=zurich-build-workflows&ft:locale=en-US). |
| Stage | A stage is a sequence of activities in a playbook that are grouped in a logical way. A playbook can contain one or more stages and each stage includes one or more activities for a user to complete. Stages can also include automated activities. [Stages](https://www.servicenow.com/docs/access?context=process-automation-designer-lanes-activities&version=zurich&pubname=zurich-build-workflows&ft:locale=en-US) are added to a playbook in [Workflow Studio](https://www.servicenow.com/docs/access?context=workflow-studio&version=zurich&pubname=zurich-build-workflows&ft:locale=en-US). |
| Activity | An activity is one step in the overall business process represented in a playbook. Activities are the tasks, steps, or actions that a user takes to complete a playbook. Activities are grouped in stages and are sequenced in a logical order. Users can complete or skip manual activities. Activities can also be completed automatically. [Activities](https://www.servicenow.com/docs/access?context=process-automation-designer-lanes-activities&version=zurich&pubname=zurich-build-workflows&ft:locale=en-US) are added to playbook stages in [Workflow Studio](https://www.servicenow.com/docs/access?context=workflow-studio&version=zurich&pubname=zurich-build-workflows&ft:locale=en-US). |
[Table 1. Playbook structure]

{#csm-playbook-terminology__table_playbook_structure_terms}

## Playbook UI components {#csm-playbook-terminology__section_wwp_wmt_bcc}

Customer service agents interact with playbooks in CRM Workspace. The record pages that display playbooks in a workspace are created or customized in [UI Builder](https://www.servicenow.com/docs/access?context=ui-builder-overview&version=zurich&pubname=zurich-application-development&ft:locale=en-US). Different components make up the playbook record pages.{#csm-playbook-terminology__table_a2t_xmt_bcc__entry__2}

| Term | Definition |
|-|-|
| Playbook picker | A playbook picker can be used to select a playbook in the user interface. A playbook picker is available if there are multiple playbooks on a record. |
| Stage picker | A stage picker displays the stages in a playbook. It gives the user a complete view of the playbook and where they are within the playbook. A stage picker can be oriented horizontally or vertically and includes icons that indicate the stage status. |
| Horizontal stage picker | A horizontal stage picker displays the playbook stages horizontally at the top of the record page and highlights the current stage. It displays activities within the current stage in the activity picker. |
| Vertical stage picker | A vertical stage picker displays the playbook stages and activities vertically on the side of the record page. It highlights and expands the current stage to display the activities within that stage. |
| Activity picker | The activity picker displays the activities in the current stage. It includes indicators that show the activity state. |
| Activity viewer | The activity viewer displays the details of the current activity. This is where a user performs the work necessary to complete the current activity. |
| Activity card | An activity card displays the details of the current activity. Users use the cards to complete the work for each activity. |
[Table 2. Playbook UI components]

{#csm-playbook-terminology__table_a2t_xmt_bcc}