Playbooks in Service Portal
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Summary of Playbooks in Service Portal
Playbooks in Service Portal enable organizations to guide users through complex business processes with an intuitive, consumer-grade interface. By embedding playbooks as part of Service Portal catalog items, users benefit from step-by-step guidance, the ability to pause and resume long-running processes, and seamless collaboration between requesters and agents. This feature supports both desktop and mobile experiences, ensuring broad accessibility.
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Key Features
- Rich user interface: Provides an enhanced experience for users interacting with business processes.
- Process guidance: Helps users navigate long and complex workflows with clear instructions and checkpoints.
- Edit and resume capabilities: Users can go back to previous steps and save progress to complete processes later.
- Agent collaboration: Allows agents and teams to seamlessly join and assist within ongoing processes.
- Visibility: Offers transparency into the current status of processes and individual user tasks.
- Unified administration: Administrators can manage entire business processes from a single interface.
- Mobile support: Ensures playbooks are accessible on mobile devices via the Service Portal.
Common Use Cases
- Business account onboarding: Manage onboarding of new or existing customers and requested services like wire transfers.
- Loan or mortgage applications: Facilitate credit card or loan applications with save-and-resume functionality.
- Insurance claims: Guide policyholders through submitting auto or home claims.
- Policy quotes: Enable customers to request insurance quotes and allow agents to complete applications on their behalf.
- License requests: Assist constituents in applying for government licenses with variable requirements.
- Customer case management: Help users log cases accurately for faster resolution.
Implementation Lifecycle
- Build: Business process administrators create playbooks using Workflow Studio.
- Embed: Administrators add and customize playbooks within Service Portal pages using the ServiceNow AI Platform®.
- Customize: Service Portal administrators and developers tailor the playbook runtime experience through the Service Portal Designer.
- Run: End users launch and progress through playbooks as part of their Service Portal interactions.
Configuration Recommendations
- Set up proper theme mappings between your Service Portal theme and the UXF theme used in UI Builder to ensure playbooks run correctly.
- Create Playbook Content Items to embed playbooks in Service Portal pages accessible to users.
- Utilize the Service Portal Designer to customize the appearance and behavior of the playbook runtime interface.
Use playbooks to guide Service Portal users through your business processes.
Using the widget
The Portal Playbook widget adds playbooks that your Service Portal users can run.
Provide a playbook experience to your Service Portal users for a consumer grade user experience. Requests on portals are surfaced as catalog items, including any playbooks you make available in Service Portal. Embedding a playbook in Service Portal enables:
- A rich user interface for activities during a business process
- Guidance for long business processes
- Going back and editing any previous steps of a business process
- Saving long running playbooks for a business process and resuming at a later point
- Seamless transition for agents and teams to enter a business process
- Visibility into where you are in a business process
- Visibility on a specific user's tasks
- Single admin experience for a whole business process.
Use cases
- Business account onboarding
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Onboarding a new or existing business customer with one or more contacts along with onboarding the services requested such as wire transfers, treasury services. Promote compliance and deliver a faster time to value.
- Loan or mortgage application
- Intake of a new credit card application or loan application for both consumers and corporate programs. Customer needs the ability to save the application and come back at a loter time to resume application.
- Insurance claims
- Policy holder submitting a new personal auto or home claim for an auto accident or home damage via portal.
- Request quote for a new policy
- Business customer requesting a quote for small business insurance policy that includes liability and commercial property insurance The customer can start filling in the request and the agent needs the abilith to fill in the remaining on behalf of the customer.
- License request
- Constituents requesting a new license such as a business license, or personal license (fishing, driving or hunting) from a government agency via a government portal. These applications typically vary by service and state and constituents need to be guided through request.
- Customer cases
- Cases logged by users who need guidance to select the correct issue and enter all the necessary details, such as instances, steps to reproduce, best time to contact, etc. Enable faster case resolution.
Life cycle
The general life cycle of a Service Portal playbook can be summarized as:
- A business process administrator builds the playbook in Workflow Studio. To learn more about building a playbook in Workflow Studio, see Building playbooks.
- An administrator adds the playbook to a Service Portal page and customizes the playbook runtime experience at the same time through the ServiceNow AI Platform®. To learn more about embedding a playbook in Service Portal and further customizations in the ServiceNow AI Platform®, see Embed the playbook in Service Portal.
- Service Portal administrators and developers customize the playbook portal page. To learn more about using the Service Portal Designer to customize the playbook portal page, see Customize the playbook in Service Portal.
- Service Portal end users, also called requesters, launch and run through the playbook. To learn more about launching and running a playbook in Service Portal, see Run a playbook in Service Portal.