[Music] my name is jordan rogas and i am a senior technical consultant here at glidefast consulting and today i'm going to briefly discuss and demo playbooks within servicenow before i dive into playbooks please note that the ui you are viewing is slightly different than what you might be used to with ui 16 and that is because this is the next experience ui that is available with the san diego release of servicenow that i've installed in my personal development instance so what are playbooks playbooks are a way to visualize a flow in one view to facilitate an easy and intuitive user experience to help you understand this let me walk you through an example playbook i've set up in the context of customer service management to facilitate the intake fulfillment enclosure of a case so we are going to do this in the csm fsm configurable workspace so let me go there and once we are here i need to go to a list of cases so i'll go to my lists go to all the lists go to cases and i will create a new case with no information populated and submit case record let's save this once this is saved you're going to see a new related item that appears next to the details tab here and it'll be called playbook this playbook tab will only appear if there's an active playbook running on the current record wait a second this is taking one or two seconds to actually see so we do see the playbook tab here once this case record was submitted if we go to the playbook tab we can see that the name of the flow the playbook is visualizing is here it is called csm fulfillment and there are a couple sections intake fulfillment and resolution these sections are called lanes and help organize the flow you can expand and collapse to see the specific activities within each lane where each activity represents a piece of the flow each activity can be configured to show different information on the card and there's additional customizations that can be even done such as creating buttons on the card to do client actions or to run server scripts expanding this intake lane i see four activities i'm already taken to the second activity this playbook has recognized the first activity is completed already by clicking on the completed activity i can see what was done showing the traceability of a playbook for previous tasks as well as future tasks that will be occurring in the process this first automated activity was to initially assign the case to an assignment group the next activity was the the next activity pulls up a couple fields from the form and asked the fulfiller to validate or populate them so let me assign this to amy update the priority i'm okay with the assignment group so let me update this so once submitted the activity is marked complete and we move on to a weight condition in the third activity where the process will pause until a specific condition is met in this example that is waiting until the case is assigned to a user let me go ahead and go to the case record and assign it to myself it's important to note that the playbook will automatically progress once the assignment is made you do not need to be on the playbook tab for this update to occur we can see that by going back into the playbook going back to the playbook tab we can see that that this activity is completed and the following automated mark case as open activity is also completed we can see that the case record itself has been moved to a state of open with a check mark next to the intake lane we can see that the process has progressed to fulfillment expanding the fulfillment lane we can see two activities the first being an automated activity which is complete that created a task associated to the case for fulfillment and the second activity being where we are right now waiting for that fulfillment task to be closed let me go ahead and close that task so if i go to the related lists of tasks we can see that this task was created via the playbook i jump into it i'm going to mark it as closed and similarly this will progress the playbook so let me go back to the playbook path and we can we have now progressed to the final lane resolution before i look at the activities in the resolution lane let me show you the filter functionality that playbooks provide that can help you filter down the list of activities by clicking this funnel icon you can filter the cards by the status of the cards or even the assignments in this case we can filter for all the complete activities the in-progress activities any of the activities assigned to me so let's go back and look at the one last activity in the resolution line and it is an instruction activity to remind the user to resolve this specific case i can mark this activity as complete and then go to the case and resolve it to end this process as you can see by marking that activity as complete the entire playbook has now been completed let's go back to the case and close it i will need to set a resolution code add a note and then propose the solution while that is proposing um hopefully from this demo you can see that having a fulfiller follow a playbook can create a consistent fulfillment process to support your service teams there's much more you can do with playbooks from showing kv articles within them to having only certain activities appear at certain times based on conditions and then from the fulfiller perspective the benefits of leveraging playbook include providing fulfillers more transparency with the process by allowing them to see what future steps they might need to take to complete their task please note that playbooks are only configured to run using workspace however they can be configured to run in either a base workspace such as agent workspace or a now experienced workspace such as the csm fsm configurable workspace which you just saw in this quick demo so now that we've seen playbooks and discuss how they can be valuable how are they configured playbooks are the visualization of a process the way to develop the process is with process automation designer let me go ahead and pull up process automation designer process automation designer is just another way to configure a flow and service now such as workflow editor or flow designer the difference is only a flow configured in process automation designer can be visualized via a playbook in this video i will not go too deep into the configuration of a flow and process automation designer rather i will provide some highlights in the description of this video are some links to help you get started with process automation designer we are seeing that the process that we just saw in the demo is loading up and here it is so what is process automation designer it is really a collection activities that make up a flow the flow is triggered similarly to flow designer in this example the trigger was set to run only for when the case was created the lanes in pad across this automation designer help organize your flow and provide visual separation within the playbook as seen earlier we can see intake fulfillment and resolution here and you can add more and you can get to condition these lanes to run at different points the activities that make up these lanes can either be out of the box activities that servicenow provides we can see a list of them here some interactive or non-interactive activities or you can create new activities which in essence use actions or subflows created in flow designer to tell the activity what to do once the pad flow is configured you can test it and then activate it once activated the flow will run when triggered please note that if running the pad for customer service management as seen in this short demo it should already be configured to visualize the playbook in workspace granted the appropriate playbook for csm plugin is activated and note that this plugin might come with a fee but if running pad on a separate application please check if a plugin is available there's no plugin available or you're trying to run it for a custom application additional configuration might be required which is also linked below and this will allow the playbook tab to appear within workspace thank you for watching you