--- sourceDocument: Brazil Public Sector sourceDocumentLink: https://www.servicenow.com/docs/r/government-industry Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil Public Sector ft:clusterId : - gvin bundleId : - gvin workflow : - Customer and Industry --- # Playbooks and Solutions # Playbooks and Solutions {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 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 and Solutions Public Sector Digital Services offers tailored workspaces and specialized solutions designed to help government agents efficiently manage cases and service requests from constituents, businesses, and other agencies. These solutions streamline investigative case management, grants processing, and various government service interactions through structured playbooks and configurable workspaces. Show full answer Show less ## Key Features * **Investigative Case Management (ICM):** A centralized workspace for investigators to organize assets, initiate and manage cases, view comprehensive investigation context, and receive relevant recommendations. * **Grants Management:** Facilitates the setup, awarding, and proposal screening of grants using a structured Grants Application Workflow covering the pre-award phase. * **Playbooks:** Step-by-step guidance for agents to manage the lifecycle of government service cases such as license and permit requests, social benefits, information requests, and non-emergency service requests. Available playbooks include Social Benefits, License and Permit, Information Request, and Service Request Playbooks. * **CSM Configurable Workspace:** A dynamic CRM workspace that enables agents to handle multiple cases simultaneously with contextual information, visibility into issue status, and customizable display modes (compact and dark modes), integrating playbooks for case resolution guidance. * **Mobile Agent:** Allows agents to create, update, and monitor non-emergency service requests via mobile devices, currently supporting the Service Request Playbook, enhancing mobility and responsiveness. * **Advanced Work Assignment (AWA):** Automatically routes and assigns public sector work items to the most suitable agents based on availability, capacity, and skills, improving operational efficiency. ## Key Outcomes * Improved agent productivity and case management through centralized, role-tailored workspaces and guided playbooks. * Enhanced investigative workflows with full context visibility and actionable recommendations. * Streamlined grants management with structured application processing and efficient proposal screening. * Optimized resource allocation via automated work assignment, ensuring cases are handled by appropriately skilled agents. * Greater agent flexibility and real-time case monitoring through mobile capabilities. * Consistent and transparent case lifecycle management, facilitating better service delivery to constituents. Public Sector Digital Services provides agents across government agencies with a tailored workspace experience to work on cases created by constituents, businesses, and agencies. Investigative Case Management : The Public Sector Investigative Case Management (ICM) solutions workspace provides a single location for investigators to organize assets related to an investigation. Investigators and supervisors can use ICM to initiate and manage investigative cases, view the full context of an investigation, and get relevant recommendations. Grants Management : Use Grants Management for Public Sector Digital Services to set up and award grants, and screen proposals for them​. The Grants Application Workflow in the Public Sector Digital Services (PSDS) Grants Management Playbook provides a structured process for managing grant applications from submission for the pre-award phase. Playbooks : A playbook provides government service agents with step-by-step guidance through the life cycle of a government service case. Use Playbooks to fulfill requests for license and permits, government records and other public information, or non-emergency service requests, and to review applications for grants or the social benefits programs your agency offers. The workflows that are associated with a specific type of case and the activities that need to be completed to resolve cases of this type are detailed in the playbook. Playbooks also help your agents to visualize the entire life cycle of a workflow. Four applications are available with Public Sector Digital Services that enable you to use playbooks: * Social Benefits Playbook * License and Permit Playbook * Information Request Administration * Service Request Playbook {#using-public-sector-workspace-for-government-agents__ul_itq_bjr_c1c} To learn more about playbooks, see [Playbooks for Public Sector Digital Services](https://www.servicenow.com/docs/W7Dxvyd8xBNfJ5S8pX6dqw "A playbook provides government service agents with step-by-step guidance through the life cycle of a public service request case. Use Playbooks to fulfill requests for licenses and permits, government records and other public information, or non-emergency service requests."). CSM Configurable Workspace : Your government service agents have one stop for constituent interactions, the CRM Workspace for Public Sector Digital Services. Multiple tabs enable agents to manage several cases at once. Agents and managers have ongoing visibility into the status of issues assigned to different agents across the agency. The workspace dynamically displays related contextual information based on the current state. Agents can also set compact mode and dark mode to optimize their experience and productivity. Public Sector Digital Services playbooks are setup on and are accessed through the CRM Workspace to provide step-by-step guidance to agents for resolving specific types of government service cases, including service requests, information requests, license and permit, and social benefits cases. To learn more about CSM Configurable Workspace, see [Explore CSM Configurable Workspace](https://www.servicenow.com/docs/access?context=exploring-configurable-workspace&version=brazil&pubname=brazil-customer-service-management&ft:locale=en-US). Mobile Agent : Your government agents can use the Mobile Agent to create, update, and monitor non-emergency requests on a mobile device. You can also get an overview of your case load, including your new and active service request cases. The Mobile Agent is currently only supported by the Service Request Playbook. To learn more about the Mobile Agent application, see [Mobile Agent experience for Public Sector Digital Services](https://www.servicenow.com/docs/zhB417_WNAukJyuRJ9U2sQ "If you're a government agent, you can use the Mobile Agent app on your mobile device to create, update, and monitor the status of non-emergency service requests in the Public Sector Digital Services application. You can also get an overview of your case load, including your new and active cases."). Advanced Work Assignment : Use the Advanced Work Assignment (AWA) application to automatically route and assign public sector work items, such as non-emergency requests, to the best-equipped agents, based on their availability, capacity, and skills. To learn more about Advanced Work Assignment, see [Automatically route service requests using Advanced Work Assignment](https://www.servicenow.com/docs/3lBxmUMcVD1Bffg5a5jXzQ#psds-configuring-awa "Use the ServiceNow Advanced Work Assignment (AWA) application to route and assign public sector service requests, such as non-emergency requests, to designated agents.").