Now that Knowledge and CreatorCon 2024 have concluded, we can share this content with everyone!
We’ve collected all of the resources you’ll need to complete the steps in the lab guidebook and continue your Playbook journey after our session concludes (or if you couldn’t attend in person!)
Session Overview
Now that Knowledge and CreatorCon 2024 have concluded, we can share this content with everyone!
We’ve collected all of the resources you’ll need to complete the steps in the lab guidebook and continue your Playbook journey after our session concludes (or if you couldn’t attend in person!)
Session Overview
Do you have a complex intake form that intimidates your users? Or a self-service process requiring specific input to reach the next stage? These are the perfect use cases for playbooks!
You can also bring that step-by-step guided experience to users who only interact with Service Portals!, aka those who need it most! Bring the ease of guided forms to users who aren’t in full UIB Experiences.
DJ and Carleen will guide you through Playbook basics and best practices. You will get hands-on experience configuring and testing Playbooks to revamp an example application that is long overdue for a makeover.
Objectives
- Understand the flexibility of Playbooks.
- Understand when to use Playbooks.
- Learn how to use the Process Automation Designer (PAD).
- Modifying, testing, and publishing a Playbook.
Background
Several years ago, your company created a scoped application to schedule Performance Reviews for employees and managers.
A single table stores the data attributes for each Performance Review: the schedule details, employee self-review, and the manager’s feedback. This has created a sticky situation where the form is too complicated to manage and not user-friendly for employees and managers.
The previous development team started to develop Playbooks to create a friendly and easy-to-use fulfillment experience. Unfortunately, the dev team won the lottery and disappeared without forwarding contact info. This is where you come in; we had better get you up to speed.
Getting Started
Even though K24 lab instances are no longer available, you’ll just need a few things to fully replicate the lab scenario in your Personal Developer Instance (PDI)!
Obligatory Disclaimers
- Our lab was built to create a specific scenario that supports our topic of Playbooks and non-fulfiller users. We believe it should work on any ServiceNow-supported versions (as of May 2024), but each instance is unique, and therefore, your mileage may vary.
- SN Major version: Washington, D.C.
- Store app versions are in the table below.
- Committing the update sets in a non-PDI instance is not advised. Doing so could cause unforeseen issues and disrupt operations.
- Files are provided as is, with no warranty or support implied.
- TLDR: Proceed at your own risk and be a good human.
Initial Setup
Before diving into the lab, you’ll need to ensure the baseline is set up. Here is the recommended order of operations:
- (Optional) Page through the slide deck pdf. It is high-level, but I plan to publish an article soon that expands on the content to help folks who could not attend in person.
- Install Store apps, the order of install is not important.
- Install Update sets, the order of install is important. I think you can guess the order, but just in case… 1 should be first, then 2, and lastly 3.
- Browse through the slide deck.
Lab Resources
| Resource | URL |
|---|---|
| Lab Guide (Gitbook) | https://servicenow-events-or-lab-guidebo.gitbook.io/ccl1270-k24/ |
| Lab Guide (PDF) | https://servicenow-events-or-lab-guidebo.gitbook.io/ccl1270-k24/~gitbook/pdf |
| Slide Deck (PDF) | CCL1270 Lab Presentation 2024-05-06 final.pdf |
Store Apps
Many of these store apps are installed as part of net new instances. If you have an older instance that has been upgraded over time, you may need to check to see if these Store Apps have been installed.
| Store application | Version | Store Link |
|---|---|---|
| App Engine Studio | 25.0.2 | https://store.servicenow.com/sn_appstore_store.do#!/store/application/e046257545b47c84712b8779a9abd0cb |
| Playbook Experience | 25.1.3 | https://store.servicenow.com/sn_appstore_store.do#!/store/application/8c524e101b6e0010affd0e55cc4bcbed |
| Playbook Experience Components | 25.1.5 | https://store.servicenow.com/sn_appstore_store.do#!/store/application/bcc80856111f3b6a5401c1400ad3e0c0 |
| Process Automation Content | 25.1.1 | https://store.servicenow.com/sn_appstore_store.do#!/store/application/05bf96091b2245107cc3ec26b04bcb73 |
| Process Automation Designer | 25.1.6 | https://store.servicenow.com/sn_appstore_store.do#!/store/application/1293c996ad48c7d88400c13afef3cdff |
| Process Automation Experience Demo | 24.1.3 | https://store.servicenow.com/sn_appstore_store.do#!/store/application/8646b3507323001056dff358caf6a7ce |
| Workflow Studio | 25.1.3 | https://store.servicenow.com/sn_appstore_store.do#!/store/application/ae5cba824353e110f8abe279fcb8f258 |
Update Sets
Additional Resources
The links below were referenced during the session presentation. Explore more and discover the possibilities!
Even if you don’t use Customer Service Management, I recommend you check out the CSM Playbooks. They are great examples of Playbooks that help requestors and fulfillers collaborate with complex multi-step processes.
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About Serenity
The Ready to Use, AI-Powered EHS Platform
Serenity is a ServiceNow App Store build partner specializing in operational workflow applications focusing on EHS outcomes. Our suite of EHS applications is designed to enable global organizations to achieve improved safety, increased compliance, and enhanced transparency.
