Configuring playbooks for Pre-Visit Management

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

    • Configure a playbook to provide step-by-step guidance for resolving procedure request cases.

    Important:

    Starting with the Yokohama release, Pre-Visit Management is being prepared for future deprecation. It will be hidden and no longer activated on new instances but will continue to be supported.

    For details, see the Deprecation Process [KB0867184] article in the Now Support knowledge base.

    As a user with the admin role, you can create a playbook by using Playbooks, a ServiceNow AI Platform® feature. For more information, see Process Automation Designer.

    The playbooks in the Pre-Visit Management application use the CSM Configurable Workspace playbook experience. By default, the Pre-Visit Management application includes a playbook for assisting patient service representatives to resolve procedure request cases.

    Configure a playbook by navigating to All > Process Automation > Process Automation Designer. You can either select an existing process definition or create a new process definition for the playbook associated with procedure request cases.
    Note:
    When configuring a process definition for the playbook associated with procedure request cases, ensure that the application scope is set to Pre-Visit Management or Healthcare and Life Sciences Service Management Core by using the application picker. For more information, see Application picker.