Playbooks for Portals
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.
Guided intake with playbooks makes it effortless to fill out a form or provide information for a case. Playbooks offer a clear roadmap that indicates your progress in the submission process and the remaining steps that you need to complete. If needed, you can navigate back to a previous step. You’re also presented with the options and input controls that enable you to quickly and accurately input information. Additionally, you can save an application or form that is not yet ready for submission and resume work on it later.