Case playbook for specific supplier case types

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Case Playbook for Specific Supplier Case Types

    The Case Playbook for specific supplier case types within the Source-to-Pay Workspace provides structured, step-by-step guidance for managing supplier cases. It is specifically designed for handling cases such as supplier issues, support requests, and general inquiries, ensuring a streamlined process for resolution.

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    Key Features

    • Generic Supplier Case Flow: The playbook includes a comprehensive flow outlining various stages and activities required to successfully close a supplier case.
    • Case Types: Available for specific case types: Supplier issue, Supplier support request, and General inquiry.
    • Activity Management: Key activities include reviewing cases, assigning them, notifying suppliers, and completing the case with detailed notes.

    Key Outcomes

    By utilizing the Case Playbook, ServiceNow customers can efficiently manage supplier cases, ensuring timely communication with suppliers and accurate documentation of case details. Customers can expect improved case resolution times and enhanced supplier collaboration through this structured approach.

    Source-to-Pay Workspace includes a generic case playbook to complete supplier cases of specific case types.

    Case playbook for supplier cases

    The case playbook provides step-by-step guidance for completing specific types of supplier cases. The case playbook includes a generic supplier case flow containing various stages and activities that you must complete to close the supplier case. For more information, see Interact with Playbook.

    When a supplier contact submits a request using the supplier catalog item from the Supplier Collaboration Portal or when a supplier manager or fulfiller creates a case from the Source-to-Pay Workspace, the application opens the case on the Playbook tab on the Details page.

    The case playbook is displayed only for these case types:

    • Supplier issue
    • Supplier support request
    • General inquiry
    Figure 1. Case playbook on the Playbook tab
    Case playbook.

    Case playbook flow

    The following diagram illustrates the flow of the activities in each stage of the Case playbook.

    Figure 2. Case playbook flow
    Case playbook for supplier cases.

    Case playbook stages and activities

    The case playbook contains the following stages and activities.

    Table 1. Stages in case playbook
    Stage Activity Activity Details
    Review case Assign case As a supplier manager or fulfiller, you can use this activity to assign the case to a different person or keep the case assigned to you.

    You can do the following:

    • In the Assigned to search field, search for and select the person that you want to assign the case to.
    • In the Short description field, update the description for the case.
    • Select one of the following actions:
      • Select Save to save your changes.
      • Select Start work to start working on the case.
    Close the case record Notify the supplier

    A draft email appears with pre-populated data in the To and Subject fields. The email body is pre-populated with the relevant text.

    Select one of the following actions:

    • Send Email: Send an email to the supplier informing that the request has been completed.
    • Skip: Skips this activity and moves to the next activity.
    Complete case

    As a supplier manager or fulfiller, you can update the state of the case and close the case.

    You can do the following:

    • From the State drop-down list, select Closed completed.
    • In the Work notes field, provide any additional information about the case.
    • In the Close notes field, enter the details when closing the case.
    • Select Complete case.
    Updates the case to Closed Completed.