---
title: Portal
description: With Customer Service Management \(CSM\) playbooks on service portals, you get the step-by-step guidance for the case flow process and the contextual information that you need to successfully complete each stage of the flow and its associated activities.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/playbooks-for-portals.html
release: australia
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 2
breadcrumb: [Playbooks in Customer Service Management, Agent tools, Organize agent workspaces, Configure, Customer Service Management]
---

# Portal

With Customer Service Management \(CSM\) playbooks on service portals, you get the step-by-step guidance for the case flow process and the contextual information that you need to successfully complete each stage of the flow and its associated activities.

Guided intake with playbooks makes it effortless to fill out a form or provide information for a case. Playbooks offer a clear roadmap that indicates your progress in the submission process and the remaining steps that you need to complete. If needed, you can navigate back to a previous step. You’re also presented with the options and input controls that enable you to quickly and accurately input information. Additionally, you can save an application or form that is not yet ready for submission and resume work on it later.

## Get started

1.  [Set up predefined Playbooks for Portals](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/setup-onb-playbks-for-portals.md)
2.  [Set up custom Playbooks for Portals](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/activate-playbooks-for-portals.md)
3.  [View cases in Draft state on the portal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/playbook-for-portals-my-draft-cases-list.md)
4.  [Activate a new onboarding playbook with self-service](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/activate-a-new-onboarding-playbook-with-self-service-in-pad.md)
5.  [Enable a reflow for your UI Builder pages](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/enable-reflow-for-new-uib-pages.md)
6.  [Using Playbooks for Portals](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/using-playbooks-for-portals.md)

**Related topics**  


[Set up predefined Playbooks for Portals](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/setup-onb-playbks-for-portals.md)

[Set up custom Playbooks for Portals](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/activate-playbooks-for-portals.md)

[View cases in Draft state on the portal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/playbook-for-portals-my-draft-cases-list.md)

[Using Playbooks for Portals](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/using-playbooks-for-portals.md)

[Creating an onboarding case with Playbooks for Portals](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/create-an-onboarding-case-with-portal-playbook.md)