Using the Playbook Task Manager

The Playbook Task Manager enables you to view, edit and add playbook tasks in a list, scheduler, task board, or calendar view depending on the page you access Playbook Task Manager from. Your view is retained each time you use the Playbook Task Manager component on the same device, using the same browser.

Your administrator can configure the fields that are displayed in the Playbook Task Manager component. For more information, see Playbook Task Field Sets.

Notes:

• Filtering and filter sets are only available when accessing the Playbook Task Manager from the Customer Success Management Workspace or app page.
• The Preferences panel is only available when accessing the Playbook Task Manager from the Customer Success Management Workspace or app page.
• The calendar view is not available when accessing the Playbook Task Manager from the playbook record page.
• The scheduler view is not available when accessing the Playbook Task Manager from app pages, account record pages, or the Customer Success Management Workspace.

Tips:

• In the list and scheduler views, you can right-click a column header to display grouping and sorting actions.
• In the list and task board views, you can hover over the resources cell to view a list of all assigned resources. PSA resources assigned to tasks are suffixed with (PSA) in the list.
• When assigning resources to a task, you can search by name or role.

Filter Sets

Filter sets enable you to save collections of applied filters, so that you can quickly apply them to Playbook Task Manager. You can create and edit your own filter sets, as well as apply any that you have sharing access to.

For information about creating filter sets from Playbook Task Manager, see Creating Filter Sets.

You can click to manage your own filter sets, and any you have sharing access to. This enables you to edit, delete, and set and remove filter sets as the default one applied. For more information about managing filter sets from Playbook Task Manager, see Managing Filter Sets.

Filtering Tasks

Filters enable you to focus the tasks displayed in Playbook Task Manager so that only the tasks most relevant are displayed.

Tip:

You can select a filter set from the Saved Filters field to quickly apply a set of filters.

To filter the data:

1. Click to show the Filters panel.
2. [Optional] Select a saved filter set, then click Apply.
3. Select a start and end date for the date range you want to filter by. Tasks that are active during any time of the date range selected display. The default date range is auto-populated to one month before and after today's date.
4. [Optional] To include tasks that have no start and end date, select Include Tasks With No Start and End Date.
5. [Optional] Search for and select the customer success segments you want to filter by.
6. [Optional] Search for and select the accounts and playbooks you want to filter by.
7. [Optional] Search for and select the playbook owners you want to filter by. This is automatically populated with the current logged in user when there are no filters to apply from local storage. When you click Reset, the field is also populated with the current logged in user.
8. [Optional] Search for and select the CS Cloud resources and resource pools you want to filter by.
9. [Optional] Select the task status you want to filter by.
10. [Optional] Specify if you want to filter by tasks marked as flagged. You can select No Preference to filter by all tasks regardless of their flagged status.
11. Click Apply.
12. [Optional] To reset the selected filters to their default values, click Reset.
13. Click to hide the Filters panel.

Notes:

• If you click , the filters remain applied.
• When no filter set is selected as the default, your last selected filter criteria displays when you access the component on the same computer, using the same browser.
• Tasks that have a start date before or within the selected date range, but no end date, display. Similarly, tasks that have an end date that is after or within the selected date range display.
• When filtering by customer success segment, only accounts with active account segment records display.
• If you don't have the appropriate permissions for the fields in the filter panel, you will not see the corresponding field. Contact your administrator.

Set Preferences

The Preferences panel enables you to configure how tasks are displayed in the Playbook Task Manager so that you can view the tasks in a format that is best suited to you.

To specify a preference:

1. Click to open the Preferences panel.
2. [Optional] Select a playbook field to group by. The tasks in the task board display in swimlanes from the selected field's picklist values. For example, when you group by Playbook Status, the tasks are sorted into green, yellow, and red swimlanes.
3. Click Apply.
4. [Optional] To reset the selected filters to their default values, click Reset.
5. Click to close the Preferences panel.

Notes:

• Your last selected preference criteria display when you access the component on the same device, using the same browser.
• The option to display tasks grouped by playbook is always available to select in the Group By field.
• If you do not have the appropriate permissions for the fields in the Preferences panel, you will not see the corresponding field. Contact your administrator.

Using the List View

The list view displays your team's playbook tasks in an editable table. To change to the list view, depending on the view you're currently in, click or , then List.

To refresh the data displayed, click .

Tip:

To select multiple tasks, hold down Command (Mac), Ctrl (PC) while selecting the tasks.

Adding a Task

To add a new task:

1. Do one of the following:
   • To insert a new task in a specific position in the grid, select the task you want the new task to display below, then click . A new task row appears. Enter a playbook task name.
   • Click to add a new task row to the top of the grid. A new task row appears. Enter a Playbook Task Name.
2. [Optional] Populate the remaining fields with the task information. If you leave a field blank, its default value is applied when available. Only a list of team members displays in the Resources picklist before searching. You must search for and select any non-team members you want to assign to a task, but you cannot assign a PSA resource to a task.

Notes:

• If the playbook has a start date, the task's start date must be on or after the playbook's start date. Similarly, the task's end date must be before or on the playbook's end date. When the task start date is the same as the playbook end date, the task end date defaults to the playbook end date.
• To search team members, enter one character to search the assigned list. To view and assign non-team members to a task, type two or more characters of their name or role into the Resources search box.
• The last specified sort order of the tasks is retained using local storage and displays when accessing the component using the same browser, on the same computer.

Editing a Task

To edit a task, double-click the relevant cell to edit it.

You can update multiple cell values in the same column using the Update Selected Items window. This enables you to easily update multiple playbook task dates, statuses, and associated playbooks. This also provides you with the ability to mark multiple playbook tasks as Complete with a single action.

To edit multiple tasks at once:

1. Select all of the tasks you want to update the information for.
2. Double-click the relevant cell to edit it.
3. Select the Update Selected Items checkbox.
4. Click Apply.

Notes:

• You cannot update the resource and resource role on tasks that have a PSA resource assigned to them.
• When updating multiple playbook task dates, the date selector only displays valid dates for the playbook task you are selecting the dates on. If the dates are invalid for other playbook tasks, an error displays on the cell of the invalid date.
• When selecting a playbook to associate with a playbook task, the Account field automatically updates to the account associated with the playbook. This occurs when the account on the selected playbook differs from the one on the playbook task.
• Name, Date/Time, Multi-Select Picklist, and Long Text fields that are not already displayed in the components by default are not supported when updating multiple tasks.
• You can update up to 1000 rows at once when using the Update Selected Items window.

You can offset the dates for multiple playbook tasks at once using the Move Task Dates window. This enables you to easily move the dates for multiple tasks in a single action, and ensures that the dates on the playbook tasks and playbooks remain valid.

To move multiple task dates:

1. Select all of the tasks you want to move the dates for.
2. Right-click anywhere in the grid, then click Move Dates.
3. Enter an amount you want to move the task dates by.
4. Select a unit for the amount you entered previously.
5. Select the direction you would like to send the task dates.
6. Click Save.

Notes:

• When the new task dates are outside of one of the associated playbook's date range, the playbook dates are also updated.
• When multiple tasks are selected, if the start and end date fields of one of those tasks are both blank, no updates to that task's dates are made when using the Move Task Dates window.

Flagging a Task

You can flag a task to indicate to all users that a task requires attention. If a task is flagged, a is displayed on the row.

To flag a task:

1. Select the task that you want to flag.
2. Click .

To remove a flag from a task:

1. Select the task that you want to remove the flag from.
2. Click .

Notes:

• You can add or remove flags from multiple tasks at once by selecting all the tasks and clicking . If you select some tasks that are flagged and some that aren't, clicking flags them all.
• The button is disabled if you do not have permission to flag a task. Contact your administrator.

Pinning a Task

You can pin a task as a personal reminder that it requires further attention. If a task is pinned, a is displayed on the row. Pinned tasks automatically sort to the top of the grid.

To pin a task:

1. Select the task that you want to pin.
2. Click .

To remove a pin from a task:

1. Select the task that you want to remove the pin from.
2. Click .

Notes:

• You can add or remove pins from multiple tasks at once by selecting all the tasks and clicking . If you select some tasks that are pinned and some that aren't, clicking pins them all.
• Pinned tasks are retained using local storage and will display each time you access the components on the same computer, using the same browser.
• When you remove the pin from a task, the task moves back to the position determined by the applied sort order.

Deleting a Task

To delete a task:

1. Select the task you want to delete.
2. Click .
3. Click Delete.

Notes:

• The button is disabled if you do not have permissions to delete a playbook task. Contact your administrator.
• You cannot delete playbook tasks that have playbook task assignments with PSA resources assigned to them. For more information, see Playbook Task Assignment Fields.

Using the Scheduler View

The scheduler view displays your playbook's tasks in a timeline. To change to the scheduler view, depending on the view you're currently in, click or , then Scheduler.

You can change the scheduler view by selecting one of the following: Days, Weeks, Months, Quarters, or Years. To return to today's date, click Today.

To refresh the data displayed, click .

Tip:

To select multiple tasks, hold down Command (Mac), Ctrl (PC) while selecting the tasks.

Adding a Task

To add a new task:

1. Click . The Create Playbook Task window opens.
2. Enter a playbook task name and ensure that the information in the pre-populated fields is correct. You must search for and select any non-team members you want to assign to a task. Only a list of assigned team members displays in the Team Members picklist before searching.
3. Click Save.

Notes:

• When a task has no start and end date, it does not display in the scheduler.
• When a task has a start date but no end date, the end date defaults to one day after the start date and displays in the scheduler view. Similarly, if the task has an end date but no start date, the start date defaults to one day before the end date and displays in the scheduler view.
• To search team members, enter one character to search the assigned list. To view and assign non-team members to a task, type two or more characters of their name or role into the Resources search box.

Editing a Task

To edit a task, do one of the following:

• Double-click the task you want to edit. When you have completed your changes, click Save.
• Right-click the task you want to edit and click Edit. When you have completed your changes, click Save.

Note:

You cannot update the resource and resource role on tasks that have a PSA resource assigned to them.

Tips:

• To edit the start and end dates of a task, drag-and-drop the task on the new start or end date. You can also change the duration of a task by hovering over the start or end of the task and stretching the bar to the new start or end date.

• To reassign a task to another resource already assigned to a task on this playbook, drag-and-drop the task on the row of the new resource.

Flagging a Task

You can flag a task to indicate to all users that a task requires attention. If a task is flagged, a is displayed on the task.

To flag a task, do one of the following:

• Select the task that you want to flag, then click .
• Double-click a task and select the Flagged checkbox. When you have completed your changes, click Save.
  
• Right-click the task and click Edit. Select the Flagged checkbox, then click Save.

To remove a flag from a task, do one of the following:

• Select the task that you want to remove the flag from, then click .
• Double-click a task and deselect the Flagged checkbox. When you have completed your changes, click Save.
  
• Right-click the task and click Edit. Deselect the Flagged checkbox, then click Save.

Notes:

• You can add or remove flags from multiple tasks at once by selecting all the tasks and clicking . If you select some tasks that are flagged and some that aren't, clicking flags them all.
• The button is disabled if you do not have permission to flag a task. Contact your administrator.

Pinning a Task

You can pin a task as a personal reminder that it requires further attention. If a task is pinned, a is displayed on the task. To ensure tasks remain assigned to the correct resource, pinned tasks are not sorted to the top of the scheduler view.

To pin a task:

1. Select the task that you want to pin.
2. Click .

To remove a pin from a task:

1. Select the task that you want to remove the pin from.
2. Click .

Notes:

• You can add or remove pins from multiple tasks at once by selecting all the tasks and clicking . If you select some tasks that are pinned and some that aren't, clicking pins them all.
• Pinned tasks are retained using local storage and will display each time you access the components on the same computer, using the same browser.

Deleting a Task

To delete a task, do one of the following:

• Select the task you want to delete and click . Then, click Delete.
• Right-click the task you want to delete and click Delete. Then, click Delete.

Notes:

• The button is disabled if you do not have permissions to delete a playbook task. Contact your administrator.
• You cannot delete playbook tasks that have playbook task assignments with PSA resources assigned to them. For more information, see Playbook Task Assignment Fields.

Using the Task Board View

The task board view displays your tasks in columns according to their status. The column headings are determined by the values in the Status field on the task. To change to the scheduler view from the list view, depending on the view you're currently in, click or, then Task Board.

To refresh the data displayed, click .

Notes:

• Your expanded and collapsed column selections are retained each time you use the task board view on the same computer, using the same browser.
• The record limit for the task board view is 500. If there are too many records to display, a message alerts you. You must either change to another view in Playbook Task Manager or when accessing Playbook Task Manager from the Customer Success Management Workspace you can use the Filters panel to refine tasks.

The following color-coding is used for tasks displayed on the Project Task Board:

• Red: Overdue (the task end date has passed)
• Gray: All other tasks

Note:

You need the appropriate permissions on the Playbook Task object for the colors to work in this way. If colors are not displayed, contact your administrator.

You can hover over a task's date to view the following information:

• For tasks that have not reached their end date, how long before the task is due to end. For example, in 11 days.
• For tasks that have passed their end date, when the task ended. For example, two months ago.

Note:

Avatars show the profile image of the user referenced in the Salesforce User field of the resource’s contact record, provided you have the required permissions.

Tips:

To select multiple tasks in the task board view, do one of the following:

• Hold down Command (Mac), Ctrl (PC) while selecting the tasks.
• Click and drag your cursor over the tasks you want to select.

Adding a Task

To add a new task:

1. Click . The Create Playbook Task window opens.
2. Enter a playbook task name.
3. Populate the remaining fields. You must search for and select any non-team members you want to assign to a task. Only a list of assigned team members displays in the Resources picklist before searching.
4. Click Save.

Note:

To search team members, enter one character to search the assigned list. To view and assign non-team members to a task, type two or more characters of their name or role into the Resources search box.

Editing a Task

To edit a task, do one of the following:

• Double-click the task you want to edit. When you have completed your changes, click Save.
• Right-click the task you want to edit and click Edit. When you have completed your changes, click Save.

Note:

You cannot update the resource and resource role on tasks that have a PSA resource assigned to them.

Tip:

To change the status of a task, drag-and-drop it to the column of that status you want to change it to.

Flagging a Task

You can flag a task to indicate to all users that a task requires attention. If a task is flagged, a is displayed on the task card on the board.

To flag a task, do one of the following:

• Select the task that you want to flag, then click .
• Double-click a task and select the Flagged checkbox. When you have completed your changes, click Save.
  
• Right-click the task and click Edit. Select the Flagged checkbox, then click Save.

To remove a flag from a task, do one of the following:

• Select the task that you want to remove the flag from, then click .
• Double-click a task and deselect the Flagged checkbox. When you have completed your changes, click Save.
  
• Right-click the task and click Edit. Deselect the Flagged checkbox, then click Save.

Notes:

• You can add or remove flags from multiple tasks at once by selecting all the tasks and clicking . If you select some tasks that are flagged and some that aren't, clicking flags them all.
• The button is disabled if you do not have permission to flag a task. Contact your administrator.

Pinning a Task

You can pin a task as a personal reminder that it requires further attention. If a task is pinned, a is displayed on the task card. Pinned tasks automatically sort to the top of the column.

To pin a task:

1. Select the task that you want to pin.
2. Click .

To remove a pin from a task:

1. Select the task that you want to remove the pin from.
2. Click .

Notes:

• You can add or remove pins from multiple tasks at once by selecting all the tasks and clicking . If you select some tasks that are pinned and some that aren't, clicking pins them all.
• Pinned tasks are retained using local storage and will display each time you access the components on the same computer, using the same browser.

Deleting a Task

To delete a task:

1. Select the tasks you want to delete.
2. Click .
3. Click Delete.

Notes:

• The button is disabled if you do not have permissions to delete a playbook task. Contact your administrator.
• You cannot delete playbook tasks that have playbook task assignments with PSA resources assigned to them. For more information, see Playbook Task Assignment Fields.

Using the Calendar View

The calendar view displays your team's playbook tasks in a calendar where you can switch between week, month, year, or agenda views. To change to the calendar, depending on the view you're currently in, click or , then Calendar.

To refresh the data displayed, click .

Notes:

• Only tasks associated with active playbooks display in the calendar view.
• You cannot pin tasks in the calendar view.

Tips:

• To refine the tasks displayed, select the relevant playbook below the date picker to display only that playbook's tasks.
• When assigning resources to a task, you can search by name or role.
• You can change the calendar view by selecting one of the following: Week, Month, Year, or Agenda.
• To view tasks within the agenda view by day, week, month, or year, click .
• You can move between dates on your calendar by using the arrows to move between next and previous. To return to today's date, click Today.
• You can also use the date picker on the left side of the calendar to select a date to view.

Adding a Task

To add a new task:

1. Click . The Create Playbook Task window opens.
2. Enter a name for the task and select a playbook. The selected playbook determines the date range for the start and end dates of a task.
3. [Optional] Populate the remaining fields with the task information. If you leave a field blank, its default value is applied when available. You must search for and select any non-team members you want to assign to a task. Only a list of team members displays in the Resources picklist before searching.
4. Click Save.

Note:

When a task has a start date but no end date, the end date defaults to one day after the start date and displays in the calendars. Similarly, if the task has an end date but no start date, the start date defaults to one day before the end date and displays in the calendars.

Editing a Task

To edit a task, double-click the relevant task to edit it.

Flagging a Task

You can flag a task to indicate to all users that a task requires attention. If a task is flagged, a is displayed on the task card on the board.

To flag a task, select the task that you want to flag, then click .

To remove a flag from a task select the task that you want to remove the flag from, then click .

Note:

The button is disabled if you do not have permission to flag a task. Contact your administrator.

Deleting a Task

To delete a task, do one of the following:

• Select the task you want to delete and click . Then, click Delete.

• Right-click the task you want to delete and click Delete. Then, click Delete.

Notes:

• The button is disabled if you do not have permissions to delete a playbook task. Contact your administrator.
• You cannot delete playbook tasks that have playbook task assignments with PSA resources assigned to them. For more information, see Playbook Task Assignment Fields.