Using License and Permit Playbook

  • Release version: Zurich
  • Updated July 31, 2025
  • 3 minutes to read
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    Summary of Using License and Permit Playbook

    The License and Permit Playbook for Public Sector Digital Services assists license and permit case agents and managers in efficiently managing and resolving license and permit requests. Integrated with the CSM Configurable Workspace, the playbook provides step-by-step guidance throughout the lifecycle of a request case. It visually breaks workflows into multiple stages, each containing activities that agents complete to progress the case toward resolution. Automated tasks, such as sending emails, are also supported within stages.

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    Key Features

    • Structured Workflow: The playbook divides the license and permit request process into four main stages: Intake, Review, Process, and Decision. Each stage contains specific activities to guide agents through the workflow.
    • Activity Management: Agents can view, select, perform, and mark activities as complete, enabling clear progress tracking and efficient task handling.
    • Process Visualization: The playbook offers a visual representation of the entire license and permit request lifecycle, helping agents understand and follow the workflow easily.
    • Process-based Experience View: The default layout emphasizes constituent and case task information, featuring a horizontal stage picker that shows agents their current position in the workflow and overall progress.
    • Comprehensive Workspace Components: The playbook workspace includes:
      • Playbook Header: Displays the playbook title, stage picker, activity filters, and action menus for playbook and activity-level commands.
      • Playbook Lifecycle Panel: Lists activities per stage, allowing expansion or collapse for easier navigation.
      • Playbook Work Area: Shows detailed cards for the current activity.
      • Contextual Side Panel: Provides access to case activity streams, case overview, customer details, SLAs, timelines, and dynamic related records.
      • Contact and Items Received Cards: Located on the left side, these display constituent contact details and the status of licenses/permits, including active, expired, or expiring soon, and remaining time.

    Practical Benefits for ServiceNow Customers

    • Enables agents and managers to efficiently handle license and permit requests with clear, guided workflows.
    • Improves case resolution speed by breaking complex processes into manageable, trackable stages and activities.
    • Enhances visibility into case progress and constituent information within a single workspace.
    • Supports customization of workflows to fit specific license or permit use cases, offering flexibility to meet organizational needs.
    • Automates routine tasks, reducing manual effort and improving communication with constituents.

    If you're an license and permits case agent or manager, you can use the License and Permit Playbook for Public Sector Digital Services to manage and resolve requests for licenses and permits.

    A playbook provides you with step-by-step guidance through the life cycle of a license and permits request case.

    The License and Permit Playbook automatically appears in the Playbook tab when you create an license and permit request case by using the CSM Configurable 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 customer when a stage or activity is complete. 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.

    The workflows for a type of case and the activities that you need to resolve these cases are in the playbook. By using a playbook, you can visualize the entire life cycle of the information request workflow.

    Playbook stages

    Like other PSDS playbooks, this playbook contains four stages (i.e., Intake, Review, Process, and Decision) and several activities in each stage. Below is a diagram illustrating the base License & Permit playbook workflow. This workflow can be modified to match a specific license/permit use case.

    The License and Permit Playbook stages are listed in the following table.
    Table 1. Playbook stages
    Task Description
    Intake Guides you through the record creation process by capturing the details of the license and permit 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.
    Process Guides you through the activities for the license and permit request fulfillment.
    Decision Captures and communicates the documents and information to the constituent and any other agents or involved parties.

    Playbook layout

    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 License and Permit 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.
    Figure 1. Playbook layout with the Process-based Experience view
    Agent workspace view of the License and Permit Playbook life cycle, case record information, and license request details, shown in the Process-based experience view.
    The following table shows the components that you can see in the License and Permit Playbook workspace.
    Table 2. Playbook components
    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.
    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.
    Playbook work area
    • Appears in the middle of the playbook.
    • Displays the card for the current activity.
    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.
    Case Information Contact Card
    • Contact information for the constituent or business that submitted the request.
    • Appears in a panel on the left side of the playbook.
    Items Received Card
    • Appears on the left side of the playbook.
    • Shows licenses/permits that are active, expired, and expiring soon, and the time remaining on each one.