This article will explain the basics of creating playbooks and how to customize them.
It covers the following sections:
- Add a playbook
- Details section
Add a playbook
- Navigate to the Settings app.
- Click on Playbooks under the Configuration tab.
- Click on the grey plus button to add.
- Fill in the details of the playbook.
- Click Save.
The details of a playbook include its name, a description, and an optional deadline. Deadlines allow you to ensure your customer's success by keeping track of them in the customer lifecycle, so they can reach their objectives in time.
Deadlines are very important to pay attention to when your customers are in onboarding. Tasks need to have deadlines so your customer can successfully move through the playbook's stages.
Because of its importance, deadlines are the first things that need to be defined. This is when this particular stage in the lifecycle ends; for example, the onboarding stage could end in 90 days.
Should a customer become overdue at a certain stage, their play will be flagged and appear highlighted.
Note: When filling out deadlines for stages and tasks, the value you enter should be the number of days that stage or task should take within the overall deadline for the playbook.
For example, if you have a playbook with three stages and a timeline of 30 days, all of the stage deadlines must add up to 30 days (e.g. each stage has a deadline of 10 days). Also, each of the tasks in the playbook must have a deadline that is within the 10-day stage deadline.
The lifecycle is used as a property to define an account.
There are three Lifecycle-related features of a playbook: Associated Stage, Stage Outcome, and Next Playbook.
As plays move through stages and playbooks, it affects the Lifecycle of your accounts. Often, plays that finish a playbook transition into another one.
In the Play Editor, you can determine the Associated Stage, Stage Outcome, and Next Playbook for the playbook you're currently making.
When you associate the playbook with a lifecycle stage, you have the option to update an account's lifecycle stage when a play is created.
With Stage Outcome, you can change the lifecycle stage of the account when the play is completed successfully.
With Next Playbook, you can decide where a play will go once it's finished the playbook you're currently editing.
All playbooks must have stages. These allow you to track your plays and ensure they are meeting their objectives.
Different playbooks will have different numbers of stages depending on their purpose. For example, the screenshot below displays the stages for an onboarding playbook.
You can add tasks to a stage if you want to focus your objectives. You can also add optional deadlines and disable a stage anytime.
- Navigate to the Settings app.
- Click on Playbooks under Configuration.
- Click on the name of the playbook you want to edit.
- Scroll down to the list of stages and click on the one you want to edit.
- Change the desired fields and click Save.
Sometimes, the most basic checklists will ensure you and your customer have reached the objectives needed to move on through the playbook. Creating tasks may feel menial, but they are the key to organization and efficiency.
Some things to consider could be: Is there a welcome email? Do you need to set up a call? These are perfect criteria for tasks.
Tasks are a part of stages, so you must go into edit a stage in order to edit the tasks within it. Follow the steps below to add and edit tasks.
- Click the stage in which you want edit tasks.
- Click on the title of a task to edit it.
- Fill in the description for each task.
- To track the tasks, choose a "type" from the dropdown menu in the task editor.
- Write how many days this task is due in.
- Click Save to save your changes to the task.
- Click Save in the top right to save all your changes to the stage.
For more information on creating and managing tasks, check out this Tasks article.
After your playbook is set up, you can create rules to automate it. Rules automatically perform actions when certain conditions occur. Check out the final step in this tutorial to automate your playbooks.