Creating a Playbook

You can create playbooks in one of the following ways:

  • Using the Create Playbook action in the Actions panel, which is available on the Customer Success Management Workspace. This action might also be available from a record page if your administrator has added the Actions panel to the page. This method enables you to create either blank playbooks and playbooks from a template.
  • Using the New list view button in the Playbooks tab. This enables you to create blank playbooks.
Note:

You can also select a record type for your new playbook if your administrator has set up custom record types.

Creating a Blank Playbook

You can create a blank playbook in one of the following ways:

To create a blank playbook from the Customer Success Management Workspace:

  1. Click Create Playbook in the Actions panel on the Customer Success Management Workspace.
  2. Select a record type for the new playbook, then click Next. This step is only applicable if your administrator has set up multiple record types.
  3. Click Create Blank.
  4. Enter the information you want for the new playbook. The displayed fields might vary depending on whether your org uses custom record types. For more information, contact your administrator.
  5. Click Create.

To create a blank playbook from the Playbooks tab:

  1. Click New in the Playbooks tab.
  2. Select a record type for the new playbook, then click Next. This step is only applicable if your administrator has set up multiple record types.
  3. Enter the information you want for the new playbook. The displayed fields might vary depending on whether your org uses custom record types. For more information, contact your administrator.
  4. Click Save to save this playbook or Save & New to save this playbook and create a new one.
Notes:
  • Playbooks are automatically marked as Active after creation.
  • When you select a parent success plan or objective, the Account field automatically updates with the account associated with the record.
  • When creating a playbook from the account, objective, or success plan record page, the Account field auto-populates with the account associated with the record you are creating the playbook from.
  • If you don’t select a team during playbook creation, adding resources to the team using team manager automatically creates and associates a team with the playbook.
  • When creating a success plan of a specific type, the Record Type field is automatically populated and is read-only. To display this field, the administrator must add it to the necessary page layouts.

Creating a Playbook from a Template

To create a playbook from a template:

  1. Click Create Playbook in the Actions panel on the Customer Success Management Workspace.
  2. Select a record type for the new playbook, then click Next. This step is only applicable if your administrator has set up multiple record types.
  3. Select a playbook template. You can switch between views using the Cards and Lists buttons.
  4. Click Next.
  5. [Optional] Deselect the tasks that you don't want to copy to the new playbook.
  6. Click Next.
  7. Enter the information you want for the new playbook. The displayed fields might vary depending on whether your org uses custom record types. For more information, contact your administrator.
  8. Click Create.
Tip:

Use the search bar to search for a specific playbook template.

Notes:
  • To create playbooks from templates, you must have the correct permissions assigned. For more information, contact your administrator.
  • When selecting a template, only playbooks with the Active and Template checkboxes selected are displayed. The templates are displayed in separate cards by default.
  • The start date defaults to today’s date.
  • Playbook tasks copied from the template playbook or success plan are associated with the same account as the playbook.
  • If you don’t select a team during playbook creation, adding resources to the team using team manager automatically creates and associates a team with the playbook.
  • When creating a playbook from an account, objective, or success plan record page, the Account field auto-populates with the account associated with the record you are creating the playbook from.
  • When creating a playbook of a specific type, the Record Type field is automatically populated and is read-only. To display this field, the administrator must add it to the necessary page layouts.

  • If there are no record types available in your org for the Objective, Playbook, and Success Plan objects, the fields in their related creation and edit windows use the related field sets.