Install and configure the Service Request Playbook application

Install the Service Request Playbook application, which enables public sector end users to submit and track non-emergency service requests and provides government agents with a pre-defined process for handling and resolving these requests. You can then configure the features available for submitting requests and routing requests to agents.

As a user with the admin role, complete the following configuration tasks to set up the Service Request Playbook , after you install the Public Sector Digital Services Core application. Table 1. Configuration tasks for Service Request Playbook Task Description Install Service Request Playbook application Install Service Request Playbook (com.sn_public_sector_digital_services_core) from the ServiceNow® Store . Automatically route service requests using Advanced Work Assignment Use the ServiceNow Advanced Work Assignment ( AWA ) application to route and assign public sector service requests to designated agents. Configure Engagement Messenger for Service Request Playbook application Configure certain Engagement Messenger settings that enable public sector end users to create and track non-emergency service requests from Engagement Messenger . Enable public sector end users to create a service request using Virtual Agent Use Virtual Agent Designer to publish the pre-built conversation topic, Create a Service Request , which enables end users to submit a service request using the Virtual Agent chatbot. Configure the Similar Records Activity UI in Service Request Playbook View a list of similar requests by location, without having to search for the requests or leave the playbook. Configure Mobile Agent for Service Request Playbook (Optional) Install the Customer Service Mobile and Service Request Playbook plugins to enable government service agents to track non-emergency service requests on the Mobile Agent .