In my previous post I explored the current Dynamics 365 Customer Engagement solution update practices and used the Playbooks feature as an example. Here’s a quick overview of what the actual Playbooks offer.
The official MS documentation, “enforce best practices with playbooks”, gives you a list of what the initial October ’18 release of Playbooks contains. The feature is essentially a way for a sales manager to determine a set of activities that sales users should perform when a real life event takes place that the playbook contents has been designed for. A checklist, if you will.
To get started, you’ll need to have the Sales app upgraded to a recent enough version, so that the Sales Hub UCI app displays Playbook Templates under the App Settings:
Notice that you won’t find these anywhere in the legacy web client (“classic UI”). One thing you might want to do first via that legacy client, though, is to ensure that the associated roles for Playbook Manager and Playbook User are assigned to the required user accounts.
To kick things off, you could create examples of Playbook Categories for grouping your playbooks, since that’s a compulsory lookup on the Playbook Template form. The actual configuration work will all take place on the template, where you’ll first of all specify the record types that the playbook applies for. Right now it’s only lead, opportunity, quote, order, invoice, so don’t plan on using playbooks for any custom entities or other Dynamics 365 Apps than Sales.
The template shows a subgrid of Playbook Activities, which look pretty much like your regular activities on the surface. They are a separate entity, however, as this is how you define the parameters for an activity (task, phone call or appointment). You have the usual subject, description, duration etc. fields you’d find on a normal activity, but instead of fixed dates you give them relative due dates, calculated from when the playbook is launched.[Read more…]