--- sourceDocument: Brazil Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Playbooks in Customer Service Management # Playbooks in Customer Service Management {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 6 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 Playbooks in Customer Service Management Playbooks in Customer Service Management provide customer service agents with structured, step-by-step guidance to efficiently resolve cases. Presented as an end-to-end workflow, playbooks organize tasks into stages and activities that agents follow within CRM Workspace. This task-oriented view helps agents complete business processes systematically, improving case resolution consistency and quality. Playbooks can also include automated actions like sending emails upon stage completion. Show full answer Show less Playbooks are created in the Workflow Studio application, displayed via pages built in UI Builder, and used by agents in CRM Workspace. Additionally, end users can interact with playbooks through service portals to create requests and provide information. ## Key Features * **Structured Workflow:** Playbooks break down workflows into multiple stages containing sequential activities to guide agents through case resolution. * **Role-Based Tools and Responsibilities:** * **Playbook Admins:** Use Workflow Studio to author and monitor playbooks. * **Playbook Experience Admins:** Configure how playbook activities appear via playbook experience records. * **UI Builder Admins:** Create and customize workspace pages that display playbooks. * **Customer Service Agents:** Use playbooks in CRM Workspace to complete activities and resolve cases. * **End Users:** Interact with playbooks via service portals to initiate cases and provide needed information. * **Configurable Experience:** Playbook appearance, activity views, visibility, and compact mode display can be customized using Workflow Studio, Playbook Experience records, and UI Builder. * **Compact Mode:** Allows agents to complete playbook activities in a side panel within the workspace, enabling multitasking without losing context. * **Multiple Playbook Applications:** Prebuilt playbooks are available for onboarding, complaints handling, and product support, which can be customized to your business needs. * **Plugin Dependencies:** Playbooks rely on several ServiceNow plugins, including Playbooks for Customer Service Management and related case management plugins, all available via the ServiceNow Store. ## Using Playbooks Customer service agents follow playbooks by viewing stages and activities, executing required tasks, marking activities complete, and advancing through stages until the case is resolved. This guided approach helps ensure consistency and thoroughness in case handling. ## Configuration and Creation Playbooks are designed in Workflow Studio, where playbook admins create the workflow, stages, and activities. UI Builder admins enhance the user interface by creating or customizing pages that display playbooks within CRM Workspace. Playbook Experience admins control how activities appear and manage visibility settings, enabling tailored experiences based on user roles and activity states. ## Available Playbook Applications * **Playbooks for Customer Service Management:** For creating and customizing playbooks tailored to your case types. * **Case Playbook for Onboarding:** Manages new customer intake and product enrollments. * **Case Playbook for Complaints:** Guides the process for resolving customer complaints. * **Case Playbook for Product Support:** Supports resolution of product-related issues. ## Next Steps for ServiceNow Customers * Assign appropriate roles (playbook.admin, playbookexperience.admin, uibuilderadmin) to your team members to enable creation, configuration, and UI customization of playbooks. * Use Workflow Studio to build or modify playbooks aligning with your business processes. * Customize the playbook display and activity flow in UI Builder and via playbook experience records for optimal agent usability. * Leverage available playbook applications from the ServiceNow Store to accelerate implementation for common case types. * Train agents to use playbooks in CRM Workspace to improve case resolution efficiency and consistency. Playbooks provide customer service agents with step-by-step guidance for resolving specific types of cases. Agents can follow a playbook in CRM Workspace and complete guided activities to resolve customer issues. Figure 1. Playbook with horizontal stages ## Playbook overview {#setting-up-csm-playbooks__section_qln_y5b_1cc} A [playbook](https://www.servicenow.com/docs/access?context=process-automation-designer&version=brazil&pubname=brazil-build-workflows&ft:locale=en-US) is an end-to-end workflow that includes the stages, steps, and guidance to lead users through a business process. A playbook visualizes a workflow in a task-oriented view and guides users through sequences of tasks. A playbook takes a workflow and breaks it into multiple stages. Each stage in a playbook includes a logical group of sequential activities for an agent to complete. Stages can also include automated activities, such as sending an email to a customer when a stage or activity is complete. Playbooks include: * A series of steps that a user must complete in order to achieve a particular goal and the necessary guidance for completing those steps. * One or more stages, or groups of tasks, and sequences of activities within each stage. {#setting-up-csm-playbooks__ul_qrp_czd_ybc} Playbooks are created in the [Workflow Studio](https://www.servicenow.com/docs/access?context=workflow-studio&version=brazil&pubname=brazil-build-workflows&ft:locale=en-US) application. Pages that display playbooks in a workspace are created in the [UI Builder](https://www.servicenow.com/docs/access?context=ui-builder-overview&version=brazil&pubname=brazil-application-development&ft:locale=en-US) application. Agents use playbooks in [CRM Workspace](https://www.servicenow.com/docs/3WM3lDvmsuhNhvfj1Pku3g "CRM Workspace is a user interface that provides customer service agents with the tools they need to assist customers, answer questions, and resolve issues quickly and efficiently.") to complete activities. End users can also use playbooks from service portals to create requests and provide information. For more information, see the following sections in this topic: * [Playbook users and tools](https://www.servicenow.com/docs/ITRsRvyO_5zhp8b3dLI15w#setting-up-csm-playbooks__section_lff_qpc_ybc) * [Configuring and configuring playbooks](https://www.servicenow.com/docs/ITRsRvyO_5zhp8b3dLI15w#setting-up-csm-playbooks__section_mvs_sqc_ybc) {#setting-up-csm-playbooks__ul_myg_jvk_1cc} ## Playbook users and tools {#setting-up-csm-playbooks__section_lff_qpc_ybc} The following table describes the different user roles that are involved in the creation, configuration, and use of playbooks. It also describes the tools and applications used by each of those roles.{#setting-up-csm-playbooks__table_jd2_s2d_ybc__entry__2} | User role | Tool / application | |-|-| | Playbook admin \[playbook.admin\] | Uses the [Workflow Studio](https://www.servicenow.com/docs/access?context=workflow-studio&version=brazil&pubname=brazil-build-workflows&ft:locale=en-US) application to author, configure, and monitor playbooks. Workflow Studio is the design environment where playbook owners build playbooks. | | Playbook experience admin \[playbook_experience.admin\] | Uses the [Running Playbook Experience](https://www.servicenow.com/docs/access?context=playbook-agents-and-fulfillers&version=brazil&pubname=brazil-build-workflows&ft:locale=en-US) application to create playbook experience records. These records define how playbook activities appear within a playbook. | | UI Builder admin \[ui_builder_admin\] | Uses the [UI Builder](https://www.servicenow.com/docs/access?context=ui-builder-overview&version=brazil&pubname=brazil-application-development&ft:locale=en-US) application to create or customize pages that display playbooks in [CRM Workspace](https://www.servicenow.com/docs/3WM3lDvmsuhNhvfj1Pku3g "CRM Workspace is a user interface that provides customer service agents with the tools they need to assist customers, answer questions, and resolve issues quickly and efficiently."). UI Builder is a web user interface builder. Users with the UI Builder admin role use the tool to create pages, which are collections of components that make up a workspace user interface. Note: [Playbook page templates](https://www.servicenow.com/docs/j~FwpQTC~NEyqZ4c4nYSww "Use playbook page templates to create pages and page variants for use in CRM Workspace. These pages and page variants provide agents with either horizontal or vertical playbooks that they can use to complete tasks and resolve cases.") are available for UI Builder admins to use as a starting point for creating playbook pages. | | Customer service agent \[sn_customerservice_agent\] | Uses playbooks in CRM Workspace to complete activities and resolve cases. The playbook runtime experience is where end users, such as agents, follow the playbook to complete a business process. | | End user \[sn_customerservice.customer\] | Uses playbooks create cases, provide requested information, and complete assigned tasks. For more information, see [Playbooks for portals](https://www.servicenow.com/docs/2l2C9vKofJVawEGXKYbs8Q "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."). | [Table 1. Playbook user roles and tools] {#setting-up-csm-playbooks__table_jd2_s2d_ybc} ## Creating and configuring playbooks {#setting-up-csm-playbooks__section_mvs_sqc_ybc} Creating and configuring a playbook involves different tools and applications. Playbooks are created using the Workflow Studio application. Some of the configuration for a playbook is performed in UI Builder as part of the playbook component configuration. Additional settings can be configured in the playbook experience record in the Core UI. These settings include selecting the playbook activity view and configuring playbook stage and activity visibility. For more information, see [Configure Playbooks for Customer Service Management](https://www.servicenow.com/docs/3dWUY_vctCD29TrdHTR51w "Configure different playbook settings, such as selecting the activity view and determining activity visibility."). {#setting-up-csm-playbooks__table_lwt_dbd_ybc__entry__2} | Tools | Tasks | |-|-| | [Workflow Studio](https://www.servicenow.com/docs/access?context=workflow-studio&version=brazil&pubname=brazil-build-workflows&ft:locale=en-US) | Workflow Studio is the design environment where playbook owners (users with the playbook.admin role) build playbooks. For more information, see the following topics: * [Exploring Workflow Studio](https://www.servicenow.com/docs/access?context=exploring-workflow-studio&version=brazil&pubname=brazil-build-workflows&ft:locale=en-US) * [Getting started with Playbooks](https://www.servicenow.com/docs/access?context=getting-started-processes&version=brazil&pubname=brazil-build-workflows&ft:locale=en-US) {#setting-up-csm-playbooks__ul_t2g_qzb_ccc} | | [Running Playbook Experience](https://www.servicenow.com/docs/access?context=playbook-agents-and-fulfillers&version=brazil&pubname=brazil-build-workflows&ft:locale=en-US) | Playbook experience records define how playbook activities appear within a playbook. * Users with the playbook_experience.admin role can create playbook experience records. * Users with the ui_builder_admin role can select a playbook experience when adding a playbook to a page in UI Builder. {#setting-up-csm-playbooks__ul_n5k_jvj_1cc} The playbook experience record includes settings for the playbook stage and activity visibility, such as hiding or displaying playbook activities based on user role or activity state. | | [UI Builder](https://www.servicenow.com/docs/access?context=ui-builder-overview&version=brazil&pubname=brazil-application-development&ft:locale=en-US) | Users with the ui_builder_admin role can use UI Builder to create or customize pages, which are collections of components that make up a workspace user interface. Some of the playbook configuration tasks in UI Builder include: * Selecting a playbook activity view: The activity view determines how the stages and activities are displayed in the playbook. Select a playbook activity view in the playbook component configuration in UI Builder. * Selecting a playbook experience: The playbook experience determines how the system renders a playbook in a workspace. You can use playbook experiences to customize the look and feel of a playbook, map user actions, and override activities. Select a playbook experience when adding a playbook to a page in UI Builder. * Configuring a playbook to use compact mode: Compact mode moves the playbook to the contextual side panel. Agents can complete playbook activities in the side panel while viewing other information in the record page. Configure a playbook to use compact mode in the playbook component configuration in UI Builder. {#setting-up-csm-playbooks__ul_rtc_vqc_ybc} | [Table 2. Configuration tasks and tools] {#setting-up-csm-playbooks__table_lwt_dbd_ybc} ## Using playbooks {#setting-up-csm-playbooks__section_xwj_3cc_1cc} Customer service agents can use the guidance available with playbooks to complete the tasks and activities that are needed to resolve specific types of cases. A playbook includes multiple stages and each stage includes one or more activities for an agent to complete. When using a playbook, agents can: * View the stages and activities. * Select an activity and perform the work necessary to complete that activity. * Mark an activity as complete and move to the next activity or stage. * Complete the stages and activities necessary to resolve the case. {#setting-up-csm-playbooks__ul_n5y_v2s_5pb} For more information, see [Using Playbooks for Customer Service Management](https://www.servicenow.com/docs/Tm~KFzyKrQ6dwBJO8XHS6w "Customer service agents can use playbooks to complete the tasks and activities that are needed to resolve specific types of cases."). ## Playbook applications {#setting-up-csm-playbooks__section_gcv_bms_h5b} Several applications are available that enable you to create and use playbooks with Customer Service Management. See [Playbook plugins](https://www.servicenow.com/docs/ITRsRvyO_5zhp8b3dLI15w#setting-up-csm-playbooks__section_qgq_ylk_llb) for detailed plugin and dependency information.{#setting-up-csm-playbooks__table_st4_vlz_2qb__entry__2} | Application | Description | |-|-| | Playbooks for Customer Service Management | Use this application to create or customize playbooks based on your individual business needs. Create playbooks that support case types or the base customer service case. | | [Case Playbook for Onboarding](https://www.servicenow.com/docs/ASQWQwn4N37Q4hDJxAO2JA "Use the Case Playbook for Onboarding to manage the process for taking on new customers or enrolling customers for new products.") | Use this application to manage the process for taking on new customers or enrolling customers in new products. An onboarding case captures the details of the new customer, including their selection of products and services. | | [Case Playbook for Complaints](https://www.servicenow.com/docs/djkRTudqBDBkzIGW8v2xPw "Use the Case Playbook for Complaints to guide agents through the steps that are needed to resolve customer complaints.") | Use this application to manage the process for handling customer complaints. A complaint case captures the details of the problem reported by the customer and the expected resolution. | | [Case Playbook for Product Support](https://www.servicenow.com/docs/AahmmdNbt0tqX81D_PrVRA "Use the Case Playbook for Product Support to guide agents through the steps that are needed to resolve product issues.") | Use this application to guide agents through the steps that are needed to resolve product issues. A product support case captures information about the customer, the product, and the reported issue. | [Table 3. Customer Service Management playbook applications] {#setting-up-csm-playbooks__table_st4_vlz_2qb} ## Playbook plugins {#setting-up-csm-playbooks__section_qgq_ylk_llb} The Playbooks for Customer Service Management plugin (sn_csm_playbook) is available from the ServiceNow Store. This plugin requires the following plugins: * Case Management Core (com.sn_customerservice) * Dynamic Related Records (com.snc.uib.sn_dyn_rel_rec) * Playbook Experience (com.playbook_experience) {#setting-up-csm-playbooks__ul_bnj_p4c_zpb} The following playbook applications are available for use with Customer Service Management and are available from the ServiceNow Store: * Case Playbook for Onboarding * Case Playbook for Complaints * Case Playbook for Product Support {#setting-up-csm-playbooks__ul_gbh_5pc_zpb} These playbooks require the following plugins: * Playbooks for Customer Service Management (com.sn_csm_playbook) * Customer Service Case Types (com.snc.csm_case_types) {#setting-up-csm-playbooks__ul_aks_x4c_zpb} ## Request apps from the ServiceNow Store {#setting-up-csm-playbooks__section_x11_k2d_r4b} Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/r/store-release-notes/sn-store-release-notes.html). **Related concepts** * [Configure Playbooks for Customer Service Management](https://www.servicenow.com/docs/3dWUY_vctCD29TrdHTR51w "Configure different playbook settings, such as selecting the activity view and determining activity visibility.") * [Using Playbooks for Customer Service Management](https://www.servicenow.com/docs/Tm~KFzyKrQ6dwBJO8XHS6w "Customer service agents can use playbooks to complete the tasks and activities that are needed to resolve specific types of cases.") **Related topics** * [Interact with Playbook](https://www.servicenow.com/docs/access?context=playbook-agents-and-fulfillers&version=brazil&pubname=brazil-build-workflows&ft:locale=en-US)