CEM Playbook tab

The Playbook tab in Critical Event Management (CEM) provides an agent a step-by-step guide for managing critical events. It tracks tasks across different phases and confirms that all necessary actions are completed.

A playbook serves as a starting point for customers to set up processes tailored to their specific needs.

The Playbook tab has the following phases:

• In the Triage Playbook you can:
  • Review the incoming submission to identify and confirm the critical event.
  • Connect the critical event to an existing parent record if it’s directly related or part of a larger situation.
  • Assign the critical event to appropriate responders to promote timely action.
• In the Generic Playbook you can:
  • Evaluate the details of the critical event to determine the necessary actions.
  • Monitor that all event details are accurate and current.
  • Coordinate communications with responders and affected individuals, send initial updates and follow-ups as needed.
  • Confirm the statuses of all potentially impacted individuals to account for everyone.
  • Create incident records if needed or review the list of incidents generated.