---
sourceDocument: Zurich Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/customer-service-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Set up custom Playbooks for Portals

# Set up custom Playbooks for Portals {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read

Create custom Playbooks for Portals to provide end users with the playbook experience on your service portal.

## Overview of Playbooks {#activate-playbooks-for-portals__section_tbd_m4h_21c}

Playbooks guide users through complex processes and enable them to save their progress and resume their work when convenient. They can also get the information that they need for each stage of the flow and its associated
activities with the Customer Service Management (CSM) playbooks on service portals.

You can activate Playbooks for Portals if you have the admin role. The base system is delivered in an inactive state. You must activate it in the Playbooks (PAD) for the user to see it.  
Plugins required:

* Playbooks for Customer Service Management: sn_csm_playbook
* Playbook Experience: sn_playbook_exp
* Case Playbook for Onboarding: sn_onboarding (required if you need the predefined playbook experience)
* Case Playbook for Product Support: sn_product (required if you want to use the product case playbook and record generator)
{#activate-playbooks-for-portals__ul_nxm_xm2_1fc}

Plugins are available from the ServiceNow® Store. For more information, see [Playbook plugins](https://www.servicenow.com/docs/i~Ne9FtHmIcsMUho6ATasQ "The capabilities provided by playbooks enable agents to quickly resolve customer issues. These capabilities work together to provide agents with a better overall experience when using playbooks to resolve customer issues.").

## Summary of steps for setting up Playbooks for Portals {#activate-playbooks-for-portals__section_b45_vy4_21c}

You can set up Playbooks for Portals using the following high level steps.

1. Define your process using Workflow Studio. See [Create a playbook](https://www.servicenow.com/docs/access?context=create-process-definition&version=zurich&pubname=zurich-build-workflows&ft:locale=en-US) for more information.
2. Activate the record generator. For more information, see [Activate the record generator](https://www.servicenow.com/docs/Gf3xEOlNh2SF7CucHU4Oyw "Activate the record generator to the portal case and display the new guided playbook to the user. Portal users can navigate through the playbook steps to complete the case intake.").
3. Set up ACLs (Access Control Lists) to provide the appropriate read, write, and create permissions for users. See [Explicit Roles in CSM](https://www.servicenow.com/docs/4TH5XD7b55iQBpJ7Twl0fg "You can give both internal users and external users access to your instance. However, you might not want both types of users to have the same level of access. To provide added security, every user must have at least one role so that the instance can distinguish between internal and external users.") for more information.  
   Note:  
   Add write and create roles with a condition based on "State=draft" so that users can only edit the fields in the draft state.
4. Create a Playbook Content Item so that users can navigate to the Playbook experience. See [Create a Playbook Content Item](https://www.servicenow.com/docs/mWtA6eNIHlUP3XfqMKGyQg#create-content-item "Create a content item of Playbook type on portal so that users can navigate to the playbook experience. These content items are specifically configured to enable the playbook experience on portals.") for more information.
5. Set up a redirection widget so that users are redirected to the playbook intake experience once the state changes from "draft" to "new." See [Set up a redirection widget](https://www.servicenow.com/docs/mWtA6eNIHlUP3XfqMKGyQg#set-up-redirection-widget "You can set up a widget to reroute the user to the csm_ticket page once the record state changes from draft to new, indicating that the user has completed the intake process.") for more information.
{#activate-playbooks-for-portals__ol_mld_dz4_21c}
**Related concepts**   

* [Playbooks for Portals](https://www.servicenow.com/docs/ivmaZa4PjlOCFkTtax3LHg "With Customer Service Management (CSM) playbooks on service portals, you get the step-by-step guidance for the case flow process and the contextual information that you need to successfully complete each stage of the flow and its associated activities.")
* [Using Playbooks for Portals](https://www.servicenow.com/docs/EBsgYFYLb_DDvSfDdf8pkA "Whether you're a customer service agent or a customer, you can use Customer Service Management (CSM) playbooks on service portals to complete the tasks and activities that you need to resolve your cases.")
* [Creating an onboarding case with Playbooks for Portals](https://www.servicenow.com/docs/NFkHBCzDEkC6XxjbWK_xvg "Whether you're a contact or a consumer, you can create an onboarding case with a case type that is based on the issue or request in either the Customer Service Portal or Consumer Service Portal.")  
**Related tasks**   

* [Activate the record generator](https://www.servicenow.com/docs/Gf3xEOlNh2SF7CucHU4Oyw "Activate the record generator to the portal case and display the new guided playbook to the user. Portal users can navigate through the playbook steps to complete the case intake.")

## Create a Playbook Content Item {#ariaid-title2}

Create a content item of Playbook type on portal so that users can navigate to the playbook experience. These content items are specifically configured to enable the playbook experience on portals.

### Before you begin

Role required: admin

### Procedure

1. Navigate to AllPlaybook Content ItemsNew.  
   Figure 1. Content item form
2. In the form, fill out the fields.  
   {#create-content-item__table_bpj_hvr_1fc__entry__2}

   | Field | Definition |
   |-|-|
   | Name | The name of the content item you are creating |
   | Table | Map your table here |
   | Record ID | Always enter -1 |
   | Playbook experience | The name of your playbook experience |
   | Playbook experience record generator | Map your record generator |
   | Portal page | `csm_intake` standard with the Playbooks for Customer Service Management application. Note: You can clone the `csm_intake` page and modify it per your requirements. |
   | Title | Title that appears at the top of the page. |
   [Table 1. Relevant Content Item form fields]

   {#create-content-item__table_bpj_hvr_1fc}
3. Select Submit.

### What to do next

After completing this step, you can navigate to the portal where the catalog is mapped and execute the content item. The playbook intake experience opens, with the record generator mapped as the first activity.

## Set up a redirection widget {#ariaid-title3}

You can set up a widget to reroute the user to the `csm_ticket` page once the record state changes from draft to new, indicating that the user has completed the intake process.

### Before you begin

Role required: admin

### Procedure

1. Navigate to AllService PortalWidgets.
2. Open the widget CSM Intake Redirect.
3. Add the following code the in the client controller section.  
   Note:  
   As a best practice, clone the CSM Intake Redirect widget to modify and replace it on the `csm_intake` page, or on your custom page.

       spUtil.recordWatch($scope, 'sn_customerservice_case', c.data.filter, function(response) { //replace sn_customerservice_case with your table.

               if (response.data.operation == "update" && response.data.record.state && response.data.record.state.value != "0") { //checking if the state is not draft

                   if (($window.location.href).indexOf('?id=csm_ticket&') == -1);
                   $window.location = "?id=csm_ticket&table=" + c.data.table + "&sys_id=" + c.data.sys_id;
               }
           });

4. Select Update.

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