---
sourceDocument: Zurich Public Sector
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/government-industry

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Public Sector

ft:clusterId :

    - gvin

bundleId :

    - gvin

workflow :

    - Customer and Industry


---

# Service Request Playbook

# Using Service Request Playbook {#ariaid-title1}

Release version: Zurich  
Updated July 31, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read
Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Using Service Request Playbook

The Service Request Playbook for Public Sector Digital Services is designed for government service agents and managers to efficiently manage and resolve community-related service requests, such as park maintenance or broken stop signs.
This playbook guides users step-by-step through the lifecycle of a government service case within the CRM Workspace, appearing automatically in the Playbook tab when a service request case is opened or created.
Show full answer Show less  
The playbook breaks down workflows into multiple stages and activities, which can include manual tasks and automated actions like sending emails or work orders. It helps users visualize their progress and ensures all necessary activities are completed to resolve cases effectively.

## Playbook Stages

* **Intake:** Captures service request details and assigns the case to the correct agent.
* **Review:** Acts as a checkpoint to verify the issue's validity and check for duplicate cases.
* **Process:** Guides agents through the resolution activities for the case.
* **Decision:** Records and communicates the final decision to the constituent and involved parties.

## Playbook Layout and Components

The playbook interface is divided into several key areas to streamline case handling:

* **Playbook Header:** Shows the title, a horizontal stage picker for progress tracking, filters for activities by user or status, and an actions menu for both playbook and activity levels.
* **Playbook Lifecycle Panel:** Located on the left, it lists all activities for the current stage and allows expanding or collapsing activity details.
* **Playbook Work Area:** Central area displaying the current activity's details and tasks.
* **Contextual Side Panel:** On the right, provides tabs for case activity streams, overview details, customer info, timelines, SLAs, and dynamically related records.
* **Constituent or Business Card:** Shows contact information of the requester, positioned on the left side.
* **Service Request Map Card:** A new feature appearing after the Intake stage (requires sn-geo-map plugin and Google API key) to provide geographic context.

## Practical Benefits for ServiceNow Customers

* Structured guidance through complex public sector service requests improves accuracy and consistency.
* Real-time visualization of case progress helps agents stay organized and prioritize tasks effectively.
* Automation of routine communications and task assignments reduces manual effort and accelerates case resolution.
* Integration of contact details and related records ensures agents have all necessary context to address requests thoroughly.
* Map integration enhances location-based service handling when configured.  
If you're a government service agent or manager, you can use the Service Request Playbook for Public Sector Digital Services to manage and resolve requests for services like park maintenance, broken stop signs, or other types of community issues.
A playbook provides a step-by-step guidance through the life cycle of a government service case.


The Service Request Playbook automatically appears in the Playbook tab when you open or create a service request case in the CRM Workspace.
A playbook takes a workflow and breaks it into multiple stages or lanes. Each stage in a playbook includes one or more activities, or steps, for you to complete. Stages can also include automated activities, such as auto-sending an email to a constituent when a stage or activity is complete, or auto-sending a work order to a field service agent. When using a playbook, you can:

* View the playbook stages and activities.
* Select an activity and perform the work to complete that activity.
* Mark an activity as complete and move to the next activity or stage.
* Complete the stages and activities to resolve the case.
{#psds-using-sr-playbooks__csm-playbooks-using_ul_j4m_j2k_2qb}

The workflows that are associated with a specific type of case and the activities that must be completed to resolve this type of case are detailed in the playbook. Playbooks also help you to visualize the entire lifecycle of the
service request workflows by displaying your progress through the playbook in the header.

## Playbook stages {#psds-using-sr-playbooks__section_zm1_c12_gvb}

The Service Request Playbook has four stages, listed in the following table.{#psds-using-sr-playbooks__table_bm1_p3k_2qb__entry__2}

| Task | Description |
|-|-|
| Intake | Guides you through the record creation process by capturing the details of the service request and assigning it to the right agent. |
| Review | Acts as a checkpoint for duplicate cases and provides you with an opportunity to review the case details to verify that the issue is valid and needs to be resolved. |
| Process | Guides you through the activities for case resolution. |
| Decision | Captures and communicates the decision that you made on the service request to the constituent and any other agents or involved parties. |
[Table 1. Playbook stages]

{#psds-using-sr-playbooks__table_bm1_p3k_2qb}

## Playbook layout {#psds-using-sr-playbooks__section_zsw_yzd_gvb}

A playbook is made up of several areas, including the playbook life cycle, the playbook work area, and the contextual side panel. The activity view determines how the stages and activities appear in the playbook.

The default activity view for the Service Request Playbook is the Process-based experience view. This view, which is shown in the following example, shows constituent or business information and case task information at the forefront of the
playbook work area as you work on it.  
The process-based playbook layout shows the following features:

* A horizontal stage picker that gives the agent a complete view of the entire process and where they currently are in that process. Agents can use the stage picker to track their overall progress as they work on cases.
* Record information on the left side of the page, such as the contact information that is always available.

* Related records in the contextual side panel supported by the dynamic related records component.
{#psds-using-sr-playbooks__ul_ulk_ngs_pzb}
Figure 1. Playbook layout with the Process-based experience view The following table shows the components that you can see in the Service Request Playbook process-based workspace.{#psds-using-sr-playbooks__table_j4r_cww_5pb__entry__2}

| Playbook area | Description |
|-|-|
| Playbook header | * Appears at the top of the playbook. * Shows the title of the playbook and a horizontal stage picker that displays progress through the playbook stages. * Includes a filter that you can use to filter the activities by the assigned user or the activity status. * Includes the Playbook Actions menu that you can use to select the playbook-level and activity-level actions. {#psds-using-sr-playbooks__ul_phl_pw4_1qb} |
| Playbook Lifecycle | * Appears in a panel on the left side of the playbook. * Displays a list of the activities for each stage. * With the horizontal stage layout, you can expand or collapse the entire list of activities for the current stage. {#psds-using-sr-playbooks__ul_qn4_4ws_pzb} |
| Playbook work area | * Appears in the middle of the playbook. * Displays the card for the current activity. {#psds-using-sr-playbooks__ul_mdb_gxw_5pb} |
| Contextual side panel | * Appears on the right side of the playbook. * Includes the tabs that you can use to display the following types of information: * Case or case task activity stream. * Ribbon information such as the case overview, customer details, timeline, and service level agreements (SLAs). * Dynamic related records. For more information, see [Dynamic related records](https://www.servicenow.com/docs/KrPqomoEGs_oL9BpMr5GVQ "You can view the dynamic related records in the playbook contextual side panel in CRM Workspace. These records dynamically change based on the current record or playbook activity."). {#psds-using-sr-playbooks__ul_x34_pxw_5pb} {#psds-using-sr-playbooks__ul_k5z_kxw_5pb} |
| Constituent or Business Card | * Contact information for the constituent or business that submitted the request. * Appears in a panel on the left side of the playbook. {#psds-using-sr-playbooks__ul_gfz_hxs_pzb} |
| Service Request Map Card | * New component of the process-based playbook layout. * Appears after the intake stage, if the sn-geo-map plugin is installed, and Google API key is configured. {#psds-using-sr-playbooks__ul_kcn_5sg_hzb} |
[Table 2. Playbook components]

{#psds-using-sr-playbooks__table_j4r_cww_5pb}