0
6.7.1
Brazil, Australia, Zurich, Yokohama
Standalone Application
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.
- 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
- Generic reusable UI Builder pages
- Added support for migrating Guided Decision Trees (GDT) to Guided Decision Playbooks.
- Restored the Activity Stream tab on Playbook record pages, which was missing from the contextual sidebar.
- Fixed the reference field info/preview icon so it now works correctly in the CSM/FSM Workspace.
- Strengthened access controls on data brokers, and query handling in playbook utilities and scripts to address encoded-query issues
Not applicable for this application version.
- Required plugins and products
- Customer Service (com.sn_customerservice)
- Dependencies
- Playbooks Experience Store App version
- Dynamic Related Records for Configurable Workspace
- Store App Dependency
- Customer Service Portal (version 23.2.4 and above)
- CSM Configurable Workspace Bundle (version 23.3.10 and above)
- Dependencies for Case Summarization:
- Generative AI Controller (version 3.0.1 and above)
- UXC Generative AI (version 1.0.22 and above)
- Now Assist For Platform (version 1.0.3 and above)
- Now Assist For Customer Service Management (CSM) (version 2.0.2 and above)