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Hi Everyone! Rules and playbooks seem very very disparate from each other and very difficult to manage. I have had to go back and forth between the rule and Playbook page just to see what rules associate with what playbooks. 

  1. I want to see from the playbook view if a rule is tied to the playbook. This will help me see how many are manually vs automatically triggered. 
  2. I cant mark a playbook as inactive, EVEN IF the rule is inactive. Lots of extra work. 
  3. My task owners all show as blank, because it defaults to the CTA owner. Shouldn't this drip down for visibility vs showing blank? 

@BrittanyReichwald for 3, I would guess it’s because a task can be assigned to someone besides the CTA owner, so they can be completely separate.  To correct, you can just select the CSM assignment field as the task owner, and that should fix it.

@heather_hansen  thank you, I will do that! Appreciate it :) 

Hey @BrittanyReichwald thank you for your post. Forwarding this ask/request to our product manager for a deep dive and response to you. 

@BrittanyReichwald Thank you for posting here. For 2, I am assuming that you want to make a playbook inactive if you make a rule inactive. Making a rule inactive will not make a playbook inactive and both are independent of each other. This is because a playbook can be applied manually to a CTA by a CSM. Please let me know if I understood your problem incorrectly. For 1, is your intent to understand how many times a playbook was applied manually vs. via rules?

Hello! Yes, if the rule is inactive, and it is not a playbook we want to utilize, I would like to be able to mark it as inactive without having to remove it from the rule, then do so. 

Overall, I want more visibility from the playbook view. I want to see if its manual or tied to a rule. I want to see what criteria would trigger it. Currently to get a good overview of how the CTA works, who it is assigned to, etc, I have to have multiple tabs open. 

@BrittanyReichwald I am rephrasing what you said. You can make a playbook inactive only if it’s removed from a rule. Since, the rule is inactive, you want to be able to inactivate the playbook. Am I correct?

 

For the second point on playbook view, we will definitely consider this idea when we revamp the playbooks for horizon experience. Thanks.

Sounds great! 

Ideally within a playbook the structure would look something like this: 

  1. Segment the customers that should receive this task(s) 
  2. Build the playbook with details such as task names, assigned to, due dates, etc. (similar to how it is now)
  3. Schedule the playbook to trigger. 

It's kind of a combo of the playbook and rules engine. This would help admins easily identify what the segmentation and schedule look like all from one central location. 

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