About Playbook Experience

Interact with a business workflow in real time from within Workspace. Agents can use Playbook Experience to update records, upload attachments, and complete tasks across multiple workflow activities.

Playbook Experience overview

Playbook are built by admins in Workflow Studio, customized by admins in UI Builder and more, and embedded in Workspace, Configurable Workspace, Service Portal and more. The Playbook Experience for fulfillers during runtime provides visibility into cross-business workflows and the actionable tasks used to complete these business workflows.

• Playbook may appear in the side panel or in the related items of records configured with playbook.
• Activities that you must perform to complete the business workflow are displayed. You're able to see what you've done and what you must do to complete the playbook. You can collapse activities to display relevant activities, and expand them again.
• Activities are typically performed sequentially. You can go back to those activities to complete them later. Complete an activity and go to the next activity, or complete the playbook.

Playbook Experience automatically updates playbook tasks if completed outside of a playbook.

Playbook UI

Playbook contain helpful UI features.

Header

Shows the title of a playbook. A header exists for each playbook attached to a record. Selecting a playbook header expands the stages nested under it.

Stages

Click a stage title to view its activities. By default, all activity cards are collapsed except for the first card in a stage.

The stage progress updates as activities are completed. A checkmark inside the playbook header indicates that the stage is complete.

Use the stage filter () to filter a playbook.

Use the ellipses action menu icon () to perform select actions at the playbook and stage level.

Activity cards

Playbook activity cards display details about an activity, which may include the status, SLA timer, form data, and attachments. Use playbook activity cards to complete tasks by filling in forms, completing checklists, and adding attachments.