Customize the Playbook Experience

Customize the layout of your Playbook Experience with base system modular components, templates, and more via integrated UI Builder functionality.

Build custom experiences for your agents and fulfillers with the modular components in the Playbook Experience apps. To speed up the development process, add the Custom Layout UI Controller to pages where you want presets to auto-populate inputs for the provided components.

Note:

You can also create your own custom components with UI Builder, but presets cannot auto-populate custom components with data.

Components

Determine how to display these modular components in your Playbook Experience:

Playbook stage picker

The stages of a playbook can be displayed horizontally or vertically:

• The vertical orientation shows:

  • All playbooks for a parent record,
  • The stages of each playbook,
  • How many activities remain to be completed in each stage, and
  • How many activities are in progress for each stage.
  In this example, a playbook named Playbook Experience Demo with stages named Assign, Create, Review and Update is shown. The Assign stage has 2 activities left to complete, with 1 in progress. The Create and Review and Update stages don't have blue numbers next to them, so they don't have any activities that are in progress.

  Figure 1. Vertical stage picker

  
  
  

• The horizontal orientation only shows the stages of a selected playbook. To see the activities of a stage, select the stage.

  Figure 2. Horizontal stage picker

  
  
  

  Playbooks with more than 5 stages paginate.

  Note:

  The horizontal stage picker only shows you the playbook you are in and its stages, so you can’t navigate between playbooks unless you:

  • Use a playbook template, or
  • Create your own drop-down component with UI Builder.

  All playbook templates include a drop-down component to navigate between playbooks, and is auto-populated when you select the Playbook Picker preset.

Playbook activity picker

The activity picker is where you navigate between activities.

If you're using the vertical stage picker, turning on the activity picker means each stage can be expanded to shows its activities.

Figure 3. Activity picker when viewing stages vertically

If you're using the horizontal stage picker, turning on the activity picker allows you to expand or collapse the entire list of activities for the stage you're in.

Figure 4. Activity picker when viewing stages horizontally

To toggle the Show Stages flag flag on or off, .

Playbook activity viewer

The activity viewer is where you manage a stage's activities. You can change the way activities are displayed in this space:

• The Stacked view displays all activities in a stage stacked on top of each other.

  Figure 5. Playbook stacked view

  
  
  

• The Focused view displays a single selected activity.

  Figure 6. Playbook focused view

  
  
  

• The Guided view moves end users through a playbook, step-by-step. The sole focus in a Guided activity view is each activity. There are no stage pickers or filters as the end user moves through each activity of the playbook.

Playbook modals

If you want the ability to cancel playbooks and add optional activities, you must add the Playbook Modals component to your pages. If you use a template, this is already included.

Figure 7. Cancel playbook modal

Figure 8. Add optional activity modal

To start setting up components for your customized Playbook Experience, see Customize a playbook in UI Builder.

Provided UI Builder Bundles

If adding each component individually isn't ideal, you can also add an entire layout to a new or existing UI Builder template.

• Focused Vertical
• Focused Horizontal
• Stacked Vertical
• Stacked Vertical

Each layout contains the following components:

• UI controller
• Presets
• Activity viewer
• Activity picker
• Modals
• Playbook picker
• Stage picker
• Client scripts

To add a bundle to an existing or new UI Builder page, see Add a custom layout bundle to a UI Builder page. If you're creating a new experience and want to add a bundle to a standard record page, see Add a custom layout bundle to a UI Builder standard record page.

• Customize a playbook in UI Builder
  Use UI Builder pages and modular components for custom playbook layouts to customize the end user's Playbook Experience in a configurable workspace, Service Portal page, or mobile web page.
• Add a custom layout bundle to a UI Builder page
  Add playbook custom layout bundles to a new or existing UI Builder page that you've created from scratch.
• Add a custom layout bundle to a UI Builder standard record page
  Add playbook custom layout bundles to a new or an existing UI Builder standard record page.
• Enable Guided activity view
  Guide end users through a playbook, step-by-step.