---
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


---

# Using playbooks

# Using Playbooks for Customer Service Management {#ariaid-title1}

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

Customer service agents can use playbooks to complete the tasks and activities that are
needed to resolve specific types of cases.
A playbook provides step-by-step guidance through the lifecycle of a customer service case.  
A playbook includes multiple stages and each stage includes one or more activities for an agent to complete. When using a playbook, agents can:

* View the playbook stages and activities.
* Select an activity and perform the work necessary to complete that activity.
* Mark an activity as complete and move to the next activity or stage.
* Complete the stages and activities necessary to resolve the case.
{#csm-playbooks-using__ul_j4m_j2k_2qb}

Several features are available to agents when using a playbook, depending on the playbook configuration.  
{#csm-playbooks-using__table_ij1_n1v_bcc__entry__2}

|   |   |
|-|-|
| [Create a record using a playbook](https://www.servicenow.com/docs/KEok85GFNGG1DJv0giNuqw "Create a record using a playbook activity instead of a record form.") | If a playbook is configured to use the record generator feature, customer service agents can create a record using a playbook activity. |
| [Filter playbook activities](https://www.servicenow.com/docs/R7CoK2OpfaF6IH9o1eJTFw "Filter the activities in the playbook stages by the selected user or activity state.") | Filter the activities in playbook stages by the selected user or activity state. |
| [Using the activity stream in the contextual side panel](https://www.servicenow.com/docs/12k2Ce_lrJRtPvKkFegoyA "Customer service agents can access the activity stream in the contextual side panel in CSM Configurable Workspace.") | Customer service agents can access the activity stream in the contextual side panel to communicate with requesters and make internal notes about the work done on a record. |
| [Viewing dynamic related records in the contextual side panel](https://www.servicenow.com/docs/6zGHcQKS3tWvjuVoh2qqEw "Customer service agents can view dynamic related records in the contextual side panel in CSM Configurable Workspace. This feature displays related records that dynamically change based on the context of the current record or playbook activity.") | Customer service agents can view dynamic related records that dynamically change based on the context of the current record or playbook activity. |
| [Viewing ribbon information in the contextual side panel](https://www.servicenow.com/docs/63gZkz8Cus3tJu1JXZ8UIQ "Customer service agents can view ribbon information in the contextual side panel in CSM Configurable Workspace.") | Customer service agents can view ribbon information in the contextual side panel, including the case overview and timeline, Customer 360, and SLAs. |
| [Add an optional activity](https://www.servicenow.com/docs/uRVVPYDsmHITucOL_vmjWw "Add optional activities to different stages in a playbook. Although customer processes follow a certain structure, optional tasks may be necessary in some instances. For example, a customer may want to schedule an appointment to visit a location.") | Add optional activities to different stages in a playbook as needed. For example, a customer may want to schedule an appointment to visit a location. |
| [Summarize a case](https://www.servicenow.com/docs/Y6gi__ejDnT8i~4BOVFolg "Enable your agents to summarize the case details and to display this information on the case record by using the ServiceNow Otto for CSM case summarization skill.") | Use the ServiceNow Otto for CSM case summarization skill to summarize the case details and display this information on the case record. |
[Table 1. Playbooks for CSM tasks]

{#csm-playbooks-using__table_ij1_n1v_bcc}
**Related concepts**   

* [Playbooks in Customer Service Management](https://www.servicenow.com/docs/poqSID3F0yaJ~dOW9D9_nw "Playbooks provide customer service agents with step-by-step guidance for resolving specific types of cases. Agents can follow a playbook in CSM Configurable Workspace and complete guided activities to resolve customer issues.")
* [Configure Playbooks for Customer Service Management](https://www.servicenow.com/docs/23RAHq9Ky2i3q8m4Z_tmfA "Configure different playbook settings, such as selecting the activity view and determining activity visibility.")