---
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


---

# Set up predefined Playbooks for Portals

# Set up predefined Playbooks for Portals {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Set up predefined Playbooks for Portals to provide end users with the playbook experience on your service portal.

## Overview of Playbooks {#setup-onb-playbks-for-portals__section_tbd_m4h_21c}

Playbooks guide users through complex processes and enable them to save their progress and resume their work when convenient. They can also get the information that they need for each stage of the flow and its associated
activities with the Customer Service Management (CSM) playbooks on service portals.

You can activate Playbooks for Portals if you have the admin role. The base system is delivered in an inactive state. You must activate it in the Playbooks (PAD) for the user to see it.  
Plugins required:

* Playbooks for Customer Service Management: sn_csm_playbook
* Playbook Experience: sn_playbook_exp
* Case Playbook for Onboarding: sn_onboarding (required if you need the predefined playbook experience)
* Case Playbook for Product Support: sn_product (required if you want to use the product case playbook and record generator)
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Plugins are 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).

## Summary of steps for setting up predefined Playbooks for Portals {#setup-onb-playbks-for-portals__section_b45_vy4_21c}

You can set up Playbooks for Portals using the following high level steps.

1. Activate the draft state in the onboarding case type state. For more information, see [Activate the draft state for the onboarding case type](https://www.servicenow.com/docs/n79Ov9QxJ7MKDVwphh_o5g "Activate a draft state for the onboarding case type so that the case remains in the draft state during the intake stage until the case is submitted.").
2. [Activate the record generator](https://www.servicenow.com/docs/3BMnl5nl171R1hQ8km_NSw "Activate the record generator to the portal case and display the new guided playbook to the user. Portal users can navigate through the playbook steps to complete the case intake.")
3. [Activate a new onboarding playbook with self-service](https://www.servicenow.com/docs/MSGo~jGMVCA2IFbUNq8YyA "Activate a new onboarding playbook with self-service in Playbooks (PAD) to ensure that the new playbook is visible.")
4. Activate guided onboarding in the playbook content items. For more information, see [Activate guided onboarding in Playbook content items](https://www.servicenow.com/docs/iEXS0fDOyBEfA4zSt75IiQ "Activate guided onboarding in playbook content items and verify that the new content item launches the playbook record generator that is associated with it.").
5. Add a Process tab to the Portal so that users can see where they are in the Playbook process. See [Add the Process tab to the portal](https://www.servicenow.com/docs/JLnFbYjrY2BzmNpEmPKc2Q "Add a Process tab to the CSM ticket page so that users can track the playbook process.") for more information.
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**Related concepts**   

* [Set up custom Playbooks for Portals](https://www.servicenow.com/docs/Gaq9qgodm70kfM_GA5S9Gg#activate-playbooks-for-portals "Create custom Playbooks for Portals to provide end users with the playbook experience on your service portal.")
* [Portal](https://www.servicenow.com/docs/a~HMq10efIKkqMDoZ8wdIA "With Customer Service Management (CSM) playbooks on service portals, you get the step-by-step guidance for the case flow process and the contextual information that you need to successfully complete each stage of the flow and its associated activities.")
* [Using Playbooks for Portals](https://www.servicenow.com/docs/bHP13BD3AJVwe15pMUuyeQ "Whether you're a customer service agent or a customer, you can use Customer Service Management (CSM) playbooks on service portals to complete the tasks and activities that you need to resolve your cases.")
* [Creating an onboarding case with Playbooks for Portals](https://www.servicenow.com/docs/qXLzFC~8EyV8VvETID8fmw "Whether you're a contact or a consumer, you can create an onboarding case with a case type that is based on the issue or request in either the Customer Service Portal or Consumer Service Portal.")  
**Related tasks**   

* [Activate the record generator](https://www.servicenow.com/docs/3BMnl5nl171R1hQ8km_NSw "Activate the record generator to the portal case and display the new guided playbook to the user. Portal users can navigate through the playbook steps to complete the case intake.")