Enforce best practices with playbooks
Applies to Dynamics 365 for Customer Engagement apps version 9.x
Use playbooks in Dynamics 365 for Sales to guide team members on how to respond to events--when a decision maker leaves an organization while the team is working on a deal with that decision maker, for example. The playbook defines an organization's best-practices response to such an event. Playbooks can also streamline and automate recurring tasks such as renewing contracts.
To start, a team member with a Playbook manager role or equivalent permissions creates playbook categories to classify the playbooks. Then, the playbook manager creates playbook templates that define a set of best practices based on past experiences and their organization's standards. A business user such as a sales person or service rep who has been assigned a Playbook user role can then open one of these playbook templates while they work on their records. The playbook template helps ensure that best practices are applied consistently at every step.
The playbook capability is currently available only in the Sales Hub app in Dynamics 365 for Customer Engagement. It is introduced in the Dynamics 365 for Sales application version 9.0.1810.4006 and the server version 9.1.0.0263. To learn about updating an app solution, see Install, update, or remove a preferred solution.
Define playbook categories
Manage playbook templates
Associate documents with playbook activities
Launch a playbook to carry out activities consistently
Mark playbook as completed
Track playbook activities
What's new in Dynamics 365 for Sales
Entity reference for playbooks