--- sourceDocument: Australia Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/customer-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Case Playbook for Product Support # Case Playbook for Product Support {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 7 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Case Playbook for Product Support The Case Playbook for Product Support guides agents through structured steps to efficiently resolve product issues reported by customers. It captures key information about the customer, product, and issue, and provides predefined activities and tasks to assist agents in researching and resolving cases. This playbook is accessible within both the CSM Configurable Workspace and CSM Agent Workspace, appearing as a tab on case records, with an optional compact mode for streamlined interaction. Show full answer Show less ## Key Features * **Focused Activity View:** Displays the entire product support workflow lifecycle, highlighting current stages and activities to help agents track progress and focus on relevant tasks. * **Contextual Side Panel:** Shows the activity stream, case overview, customer details, timeline, SLAs, and dynamic related records, enabling quick access to important context without leaving the workspace (available in CSM Configurable Workspace). * **Activity Visibility Controls:** Automatically hides activities that users do not have access to or that are pending, ensuring agents see only relevant tasks. * **Compact Mode:** Allows the playbook to be moved to a side panel for multitasking while viewing other tabs; configurable by admins in CSM Configurable Workspace. * **Dynamic Related Records:** Presents related records dynamically in the side panel, allowing agents to filter, open, or create records related to the current case or activity. * **SLA Widget:** Activity cards display SLA status with color-coded indicators representing time remaining, helping agents prioritize work to meet service commitments. * **Playbook Navigation and Actions:** Agents can expand/collapse stages, filter activities by user or status, and use the Playbook Actions menu for common tasks such as requesting customer info or proposing solutions. ## Stages and Activities The playbook organizes case resolution into three main stages, each with defined activities to guide agents: * **Investigate:** Collect customer and product information, review case details, and perform initial research. Agents can assign, accept, save, and complete investigation activities. * **Work in Progress:** Create and assign case tasks to address the issue based on initial findings. Agents manage task creation and mark activities complete as work proceeds. * **Resolve and Close:** Propose solutions to the customer, update resolution details, and close the case once accepted. The system records who closed the case and when. ## Additional Tools and Configuration * **Process Automation Designer (PAD) Integration:** The playbook includes a PAD process definition to optimize stages and activities, enabling process automation and monitoring. * **Process-Based Page Variant:** Available in version 5.0, this variant offers a horizontal stage picker, stacked activity viewer, dynamic related records, persistent contact info, email templates, and case summarization cards within the CSM Configurable Workspace. * **Admin Configuration:** Admins can customize playbook display modes, activity visibility, and integrate email templates to tailor the playbook experience to organizational needs. ## What ServiceNow Customers Can Expect By implementing the Case Playbook for Product Support, ServiceNow customers empower their support agents with a structured, guided workflow that improves consistency and efficiency in handling product issues. The integrated contextual information and SLA indicators help agents prioritize and resolve cases faster while maintaining clear communication with customers. The playbook's configurability and integration with PAD enable organizations to adapt the workflow to their specific support processes and enhance automation capabilities. Use the Case Playbook for Product Support to guide agents through the steps that are needed to resolve product issues. A product support case captures the information about the customer, the product, and the reported issue. The product support playbook provides the activities and tasks that agents can perform to research and resolve the issue. Agents can also create and assign tasks as needed and use the playbook to communicate with the customer. The Case Playbook for Product Support is available for both CSM Configurable Workspace and CSM Agent Workspace. In the CSM Workspaces, the playbook appears in the Playbook tab on the case record. Note: If you have the admin role, you can configure a playbook to use the compact mode in CSM Configurable Workspace. Use the compact mode to move the playbook from a tab in the Workspace to a tab in the contextual side panel. ## Case Playbook for Product Support application {#csm-playbook-product-support__section_fg5_szb_bqb} The Case Playbook for Product Support 3.0 application (com.sn_csm_product_caseflow) is available from the ServiceNow® Store. For more information, see [Playbook plugins](https://www.servicenow.com/docs/w5tW~jAkHEvtMzEJ2Vo8QQ#setting-up-csm-playbooks__section_qgq_ylk_llb). ## Case Playbook for Product Support PAD process definition {#csm-playbook-product-support__section_evy_cqt_2qb} The Case Playbook for Product Support 3.0 includes a new Process Automation Designer (PAD) process definition called product_playbook_v1. This process definition contains the optimized stages and activities for the product support playbook. The process definitions are stored in the Process Definitions table (sys_pd_process_definition). To view a list of processes, you can do the following task: 1. In the application navigator, enter sys_pd_process_definition.list. 2. [Configure the list](https://www.servicenow.com/docs/access?context=c_PersonalLists&version=australia&pubname=australia-platform-user-interface§ion=t_PersonalizeAList&ft:locale=en-US) to show the Name field. {#csm-playbook-product-support__ol_e1q_ktt_2qb} Only one PAD process per playbook can be active at a time. ## Case Playbook for Product Support features {#csm-playbook-product-support__section_xqb_kqv_1qb} The Case Playbook for Product Support 3.0 includes the case features and enhancements that are listed in the following table. {#csm-playbook-product-support__table_csx_knc_bqb__entry__2} | Feature | Description | |-|-| | Focused activity view | Feature that determines how the stages and activities appear in the playbook. The Case Playbook for Product Support uses the[Select a playbook activity view](https://www.servicenow.com/docs/qiIfR8~FsHcduxozkHs2wQ "The activity view determines how the stages and activities are displayed in the playbook.") , which enables agents to see * The end-to-end life cycle of the product support workflow in the playbook life-cycle panel. * The current stage is expanded and the current activity is highlighted within the playbook life-cycle panel. * Details of the current activity that is displayed in the playbook work area. {#csm-playbook-product-support__ul_a22_hxc_bqb} | | Contextual side panel | Feature that displays the following information in the contextual side panel: * Activity stream * Ribbon information, such as the case overview, customer details, timeline, and SLAs * Dynamic related records {#csm-playbook-product-support__ul_rfk_bqc_bqb} Note: The activity stream and ribbon information are available in CSM Configurable Workspace only. For more information about using the contextual side panel, see * [Using activity stream in the contextual side panel](https://www.servicenow.com/docs/BkNLQATSaSQm7IzMhVyXEg "Customer service agents can access the activity stream in the contextual side panel in CSM Configurable Workspace.") * [Viewing the ribbon information in the contextual side panel](https://www.servicenow.com/docs/1lc7oMdsrQUyM8AOkElx2w "Customer service agents can view ribbon information in the contextual side panel in CSM Configurable Workspace.") * [Viewing dynamic related records in the contextual side panel](https://www.servicenow.com/docs/9l38eIfkOhGr5wrTrD_sSg "Customer service agents can view dynamic related records in the contextual side panel in CSM Configurable Workspace. This feature displays related records that dynamically change based on the context of the current record or playbook activity.") {#csm-playbook-product-support__ul_qf5_3qc_bqb} For more information about configuring this feature, see [Configure playbook stage and activity visibility](https://www.servicenow.com/docs/U~6ed~NMCAQAZc7_1VOjxA "Configure the visibility of playbook stages and activities that are pending or that a user cannot access."). | | Activity visibility | Feature that uses the following settings to control the activity visibility: * Hide the activities in a stage that the logged-in user can't access. * Hide the pending activities in a stage. {#csm-playbook-product-support__ul_qkr_frc_bqb} | | Compact mode | Mode that moves the playbook from a tab in the Workspace to the contextual side panel. Agents can complete the playbook activities in the side panel while they're viewing the other tabs in the record page. Note: This mode is available in CSM Configurable Workspace only. Users with the admin role can configure a playbook to use the compact mode in the playbook component configuration in UI Builder. | | Dynamic related records | Feature that displays the records in the contextual side panel. These records dynamically change based on the context of the current record or playbook activity. From the Related Records tab in the contextual side panel, agents can * Filter the list of related records * Open the list in a new tab * Create new records {#csm-playbook-product-support__ul_r3t_2wc_bqb} Note: The dynamic related records feature is available in CSM Configurable Workspace only. For more information, see [Viewing related records in the contextual side panel](https://www.servicenow.com/docs/9l38eIfkOhGr5wrTrD_sSg "Customer service agents can view dynamic related records in the contextual side panel in CSM Configurable Workspace. This feature displays related records that dynamically change based on the context of the current record or playbook activity."). | | SLA widget | Activity cards in the playbook work area can display an SLA widget. The widget appears on the activity card when the playbook activity has an SLA. The color of the widget indicates the time remaining for the SLA: * Green: 0--50% * Yellow: 50--75% * Orange: 75--99% * Red: 100% or breached {#csm-playbook-product-support__ul_hds_mpd_bqb} | [Table 1. Case Playbook for Product Support features] {#csm-playbook-product-support__table_csx_knc_bqb} ## Using the playbook stage and activity pickers to navigate stages and activities {#csm-playbook-product-support__section_qkb_mpn_1qb} The playbook stage picker enables agents to see the entire product support workflow. Agents can navigate the playbook stages and activities by doing the following tasks: * Expand and collapse the stages to show or hide activities. * Use the filter in the stage picker to filter activities by the assigned user or the activity state. * Select an activity to display the details in the playbook work area. {#csm-playbook-product-support__ul_i14_4f5_1qb} The following example shows the different stages and activities in a playbook. ## Using the Playbook Actions menu {#csm-playbook-product-support__section_svl_yg4_1qb} The Playbook Actions menu in the playbook header includes the actions that agents can perform at the playbook level. The agents can select the Playbook Actions icon (![Playbook actions menu icon.]()) to access this menu. The Playbook Actions menu includes the following playbook-level actions: * Expand All Stages: Expands all the stages in the playbook. * Collapse All Stages: Collapses all the stages in the playbook. * Request Info: Displays a pop-up window that the agent can use to communicate with the customer. This action also saves the details to the case activity stream. By using this action, the state of the case changes to Awaiting Info and pauses the SLAs and any timers on the case. * Info Received: Returns the case to the previous state and restarts the SLAs and any timers on the case. {#csm-playbook-product-support__ul_gy4_xj4_1qb} The activity-level actions can also appear in the Playbook Actions menu. These actions vary depending on the type of activity and in which stage it appears. For example, actions are available to accept cases, create related cases, create case tasks, and propose solutions. ## Case Playbook for Product Support stages and activities {#csm-playbook-product-support__section_lpq_3xm_tlb} The following table lists the Case Playbook for Product Support stages and activities that agents can use to resolve customer issues. {#csm-playbook-product-support__table_nrj_z2s_llb__entry__3} | Stage | Activity | Details | |-|-|-| | Investigate Guides the agent in collecting customer information and performing some initial research about the product issue. | Review case details | A case is in the Investigate stage when the case state is New or Open. This activity displays information about the case, including the customer and product details and any contracts or entitlements. The agent can add details about the issue and review the information and related search results, such as knowledge articles or similar cases. Agent actions: * Assign to me: Assigns the case to the current agent. * Accept: Enables the agent to accept the case. * Save: Saves any changes made to the case details. * Mark Complete: Saves the information, marks the activity as complete, and moves to the next activity or stage. {#csm-playbook-product-support__ul_c4f_fsg_hpb} | | Work in progress Create case tasks as needed and assign tasks to users. | Create case tasks | A case is in the Work in progress stage when the agent completes the initial research and begins working on the issue. This activity includes a list of case tasks. Agents can create tasks as needed to complete the work for a case. Agent actions: * Add New: Creates a case task. Add information to the task and select Save to add the task to the Case Tasks list. * Mark Complete: Marks the activity as complete and moves to the next activity or stage. {#csm-playbook-product-support__ul_cgv_rxg_hpb} | | Resolve and close Case tasks are complete and the agent is ready to propose a solution to the customer. | Resolve | Add details to the Resolution code and Resolution notes fields on the activity card and select Save. This information is added to the case record. Agent actions: * Propose Solution: Notifies the customer of the proposed solution. * Change Solution: Appears after the agent proposes a solution. Use this action to add information to the case resolution fields. {#csm-playbook-product-support__ul_ksh_xvg_hpb} | | | Close case | This activity shows the following read-only fields: * Closed by: the agent who closed the case. * Closed: the date and time that the case was closed. {#csm-playbook-product-support__ul_cw5_xzd_hmb} The system closes the case when the customer accepts the resolution or when the agent selects Close Case. | [Table 2. Case Playbook for Product Support stages and activities] {#csm-playbook-product-support__table_nrj_z2s_llb} ## Process-based page variant for cases {#csm-playbook-product-support__section_adc_lkg_2xb} The Case Playbook for Product Support v5.0 application includes a process-based page variant that you can activate and use with cases in CSM Configurable Workspace. This page includes the following features: * A horizontal stage picker at the top of the record that provides an end-to-end view of the complaint process. Activities within each stage are stacked in the activity viewer. * Displays the related list tabs in the Dynamic Related Records component in the contextual side panel. * Displays persistent account and contact information in the left side panel. * Displays Email tab in the Activity Stream. * Displays the email templates in the contextual side panel. * Supports case summarization card on the left panel. {#csm-playbook-product-support__ul_z3m_1lg_2xb}Agents can create tasks as needed as well as view and update case details. For more information, see [Configure templates and pages](https://www.servicenow.com/docs/VfnJtXtc_WcOy_dXlL8AKw "Use playbook pages in CSM Configurable Workspace so that your agents can view the stages and activities in a playbook, work on activities, and have quick access to in-context information.").