---
title: Playbooks for Field Service Management
description: Playbooks provide step-by-step guidance for your Field Service teams to complete activities involved in field service tasks.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/field-service-management/playbooks.html
release: australia
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Explore, Field Service Management]
---

# Playbooks for Field Service Management

Playbooks provide step-by-step guidance for your Field Service teams to complete activities involved in field service tasks.

Playbooks enable agents to manage the life cycle of work order tasks by guiding them through sequences of activities. The workflows associated with a specific type of work order task and the activities that must be completed to resolve that task are detailed in the playbook.

A playbook takes a workflow and breaks it into multiple stages. Each stage includes the following:

-   A list of activities or steps that the agent must perform.
-   Status indicators that display the current state of each activity or step.
-   Check boxes and counters that indicate where an agent is in the workflow.

The following image illustrates the Appointment Booking Playbook workflow created using a playbook.

## Playbooks for the ServiceNow Agent

Playbooks for the ServiceNow Agent application include stages for completing a work order task. Playbooks can be viewed under a selected work order task on the **My work** page. Tasks that have an active playbook associated with it display a **View Playbooks** button.

Playbooks are organized in stages to provide a guided experience. They direct you to new or existing features of the mobile application and maintain a checklist of completed stages on that work order task. Stages can be marked complete or skipped at your discretion. The stages progress as follows:

1.  Troubleshoot
2.  Parts
3.  Record time
4.  Log incidentals
5.  Verify work completion
6.  Close work order task

For more information, see [Playbooks on ServiceNow Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/field-service-management/work-order-management/playbooks-now-mobile-agent-app.md).

## Request apps on the Store

Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/r/store-release-notes/sn-store-release-notes.html).

**Related topics**  


[Configuring Playbooks for Field Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/field-service-management/work-order-management/configuring-playbooks-fsm.md)