Associate a playbook with a service definition

After creating a service definition, you can associate a playbook with the definition.

시작하기 전에

Role required: (playbook_experience.admin + sn_csm_case_types.service_definition_manager) or admin

이 태스크 정보

주:

To see the playbook record generator field and values on the list and form view, the service def manager needs the playbook_experience.admin role in addition to sn_csm_case_types.service_definition_manager. Please add this role to associate a playbook with a service definition.

A playbook provides agents with step-by-step guidance for resolving a specific type of case. If a service definition has an associated playbook, the agent can use the playbook in a tab on the case record.

When the agent selects Create Case on the case type selector screen, the system displays the new case record and launches the playbook associated with the service in a tab on the record page.

주:

This is an optional task.

프로시저

1. Navigate to All > Customer Service > Administration > Service Definitions.
2. Select a service definition.
3. Select a playbook record generator in the Playbook record generator field.
   This field is a reference to the Playbook Experience Record Generator table (sys_playbook_experience_record_generator). For more information, see Playbook record generator
4. Select Update.