Playbooks for Customer Service Management
Use ServiceNow® Playbooks for Customer Service Management to create playbooks based on individual business needs.
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v6.6.2
Scoped Application
Free
Developer Instance
Sub-Production
Install Trend
First tracked: 2024-10-30
Latest: 2026-09-09 (0 installs)
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About
Playbooks for Customer Service Management (CSM) enables customers to create playbooks based on individual business needs. Playbooks guide customer service agents through sequences of tasks to resolve customer issues. Playbooks also help users to visualize the entire lifecycle of a workflow across diverse and siloed processes.
Key Features
- Process Orchestration
- Generic declarative actions
- Business logic
- State flows
- Flow designer flows to automate process
- Agent Experience
- Generic related item for Playbooks
- Customer Experience
- Support for guided intake experience
- Configurable Agent Experience
- Generic reusable UI Builder pages
- Activity stream
- Playbooks
- Related items
Version History (8)
v6.6.2
2026-08-07 19:26:13
New
Search is now available for both dynamic and static Recommended Actions across Playbook UI pages and stage templates, letting users filter by ...
v6.5.1
2026-06-16 16:10:07
New:
OOTB Create Related Parties automation activity for persisting related party records to the database
Changed:
Guest sandbox disabled for zB...
v6.4.1
2026-05-05 14:47:18
New:
Enhanced Add Related Party activity in terms of data persistence, and empty state issues  ...
v6.3.1
2026-03-12 16:58:44
New:
This version of Playbooks for Customer Service Management includes activity to add the related parties within the playbook configured
...
v6.1.1
2025-12-11 14:14:31
This version of Playbooks for Customer Service Management includes accessibility improvements and responsive layout fixes for both horizontal and v...
v6.0.0
2025-07-31 15:55:38
Contains minor defect fixes.
v5.4.2
2025-03-12 12:17:13
Contains security defect fixes
v5.4.0
2025-01-30 16:14:54
This version of Playbooks for Customer Service Management includes accessibility and security defect fixes.
ID: 7be17355874010108ef7a7da0acb0bb5 · Published: Aug 2026 · Updated: Sep 09, 2026