Configuring Playbooks for Field Service Management

---
title: Configuring Playbooks for Field Service Management
description: Playbooks provide step-by-step guidance for your field service teams to complete tasks. Use the playbooks feature to create processes to manage the life cycle of field service tasks.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/field-service-management/work-order-management/configuring-playbooks-fsm.html
release: australia
product: Work Order Management
classification: work-order-management
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Set up work orders and tasks, Configure, Field Service Management]
---

# Configuring Playbooks for Field Service Management

Playbooks provide step-by-step guidance for your field service teams to complete tasks. Use the playbooks feature to create processes to manage the life cycle of field service tasks.

A playbook breaks a workflow 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.

Playbooks are created using the [Process Automation Designer](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/build-workflows/process-automation-designer.md) platform feature.

## 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 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

## 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).

## Configuration Overview

The steps for setting up Playbooks for Field Service Management are:

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

    Install the Playbooks for Field Service Management application \(sn\_fsm\_playbook\) if you have the admin role.

2.  [Activate Playbooks for Field Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/field-service-management/work-order-management/activate-process-automation-designer-for-fsm.md)

    Activate Workflow Studio Playbooks on your instance so that you can create Playbooks triggered by tables.