Configure a custom playbook in Service Request Playbook

Custom playbooks and service definitions enable you to customize the default Service Request Playbook user experience to interact with your desired agency workflows. After creating a service definition, you can associate a playbook with the definition.

Role required: admin

Before starting this procedure, you must create a service definition to associate your playbook with. For more information on how to create a service definition, see Configure a service definition for Service Request Playbook .

When the agent selects Create Case on the case type selector screen, the system displays the new case record and launches the playbook associated with the service in a tab on the record page.

Note: This is an optional task.

Navigate to All > Process Automation > Process Automation Designer . Select Create a New Process , fill in the details of the playbook, and select Select a trigger . Select a trigger type from the dropdown menu. Your trigger type is the service definition you recently created. Select Go to Designer . Process Automation Designer is now opened. Optional: Select Add new lane to add a lane to your process. For more information on lanes in Process Automation Designer, see Process Automation Designer lanes and activities . Select Activate after creating the process to your specifications. The playbook is now published to run when triggered. Navigate to All > System UI > UI Policies . You are taken to edit the UI of the Playbook Record Generator, which is the initial form an agent sees when they are creating a case. Select New . Select Service Request in the Table dropdown menu, and enter a short description describing your new UI policy. Add the necessary conditions under the When to Apply and Script tabs,and select Submit . Your UI policy and playbook are now created.