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Introduction to Playbooks


A Playbook is a set of rules or suggestions that are considered to be suitable for a particular activity, or process.

A Playbook is based on two elements, a Playbook Category, and the Playbook Templates.

A Playbook is a set of activities that are followed in a timely manner will result in consistent outcomes.

For example, if your company has found that there is a successful pattern in collecting overdue accounts, you could turn this pattern of activities into a Playbook, and then any staff member that works in collecting overdue accounts could follow the Playbook for the best practice, way your company has defined to collect the payment.

Another example, maybe the way you engage with the type of lead that comes in via your website. If your website was directly connected to your Dynamics 365 for Sales, and you had a form on your site for people to express interests in a first-time mortgage, you may have a qualifying process to validate if the individual is ready to regress to a potential opportunity.

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Dynamics 365: Customer Engagement for Sales

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