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Set up predefined Playbooks for Portals › Playbooks for Portals › Playbooks in Customer Service Management › Agent tools › Organize agent workspaces › Configure › Customer Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Add the Process tab to the portal

Add a Process tab to the CSM ticket page so that users can track the playbook process.

Before you begin

Role required: admin

Procedure

  1. Navigate to All > Standard Ticket > Standard Ticket Configuration.

  2. Open the configuration for your table.

  3. In the Tabs related list, click New.

  4. In the Tab Configuration form, fill in the fields as follows.

Image omitted: tab-config.png
New tab configuration form
FieldData
TypeCustom
Tab nameProcess
AdvancedToggle to active
Visible scriptAdd one or more playbook sysIds
WidgetPlaybook
Widget parametersWidget 1: Name: playbook\_uib\_page\_url Value: /now/playbook-portal/csm\_case\_process Widget 2: Name: playbook\_experience\_id Value: 0d71033773f220109edbc1f52ff6a741

  1. Select Submit.

    Note:

    For the user to view the process tabs in the portal, ensure you have assigned the requisite ACLs.