Playbook Experiences The Now Platform lets you create Playbook Experiences that guide users through common business process workflows using an intuitive step-by-step interface. For example, you can use Playbook Experiences to lead agent through troubleshooting an issue or onboarding a new employee. This makes it easy for users to follow standard processes, ensuring these processes are completed quickly and accurately. Each Playbook Experience gives the user a list of process steps and tracks completion of these steps. When a user selects a step, the Playbook Experience automatically shows them the associated activities that need to be completed, as well as which person or team is responsible for that activity. The user can then drill into that activity to see details, work on completing the activity, and provide associated information — for example, by attaching documents, filling in forms, or working through checklists. The Playbook Experience can also fully automate certain activities such as running scripts. Playbook Experiences are fully integrated into workspaces, appearing in a side panel in the workspace. Certain ServiceNow products such as HR Service Delivery and Customer Service Management come with prebuilt Playbook Experiences, and you can also build your own by importing processes from Process Automation Designer and using no-code tools to configure the Playbook Experience. Playbook Experiences provide step-by-step guidance for resolving specific types of customer service cases, such as complaints. © 2022 ServiceNow, Inc. All Rights Reserved. Confidential. 14