Filter playbook activities

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Filter the activities in the playbook stages by the selected user or activity state.

    Before you begin

    Role required: sn_customerservice_agent

    About this task

    When an agent filters the activities in playbook stages:
    • The stages containing activities that match the filter conditions are automatically expanded.
    • The activities that match the filter conditions are displayed within the expanded stages.
    If the current activity is included in the filtered results, it remains highlighted. If it isn't included, the first activity in the filtered results is highlighted.

    Procedure

    1. Open a case record that has an associated Playbook and select the Playbook tab.
    2. Select the filter icon (Playbook header filter icon) at the top of the playbook lifecycle to open the context menu.
    3. Select one or more of the following filter choices:
      • A user in the Assigned to section.
      • An activity state in the State section.
    4. Click outside the context menu to close the menu and apply the filter.
    5. To clear the playbook activity filter, click the filter icon and clear the current selections in the context menu.