---
sourceDocument: Yokohama Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/employee-service-management

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Playbook tab

# CEM Playbook tab {#ariaid-title1}

* Release version: Yokohama
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

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.
  {#playbook__ul_v5w_4yl_sdc}
* 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.
  {#playbook__ul_dbr_ryl_sdc}
{#playbook__ul_orq_rgb_ldc}