Use Case Playbooks playbooks
- Create a sandbox.
- Configure user permissions.
- Set up Journey Optimizer channel configurations for email, push, and SMS notifications.
Use Case Playbooks simplify the implementation of common business scenarios using ۶Ƶ Experience Platform and Journey Optimizer. These pre-defined workflows provide practical starting points for automating customer interactions and addressing real-world challenges. Playbooks help you achieve outcomes such as increased engagement or higher conversion rates.
Each playbook includes a detailed overview that outlines the intent, goals, targeted personas, and required resources. This structure allows you to quickly understand how the playbook aligns with your business objectives. Each playbook also includes a mindmap that visually represents real-life customer touchpoints and interactions relevant to the scenario.
For example, the “Abandoned Cart” playbook helps recover lost sales. It sends personalized reminders when a customer leaves items in their cart. The mindmap for this playbook illustrates touchpoints such as cart abandonment detection, email reminders, and follow-up actions.
To access playbooks, use the Playbooks menu in the left navigation rail. The library includes several playbooks implemented using ۶Ƶ Journey Optimizer. Use the filters next to the search bar to find playbooks that meet your needs, such as by channel or use case. A full list of available playbooks is provided in the Use Case Playbooks documentation.
After selecting the playbook that fits your needs, enable it. Enabling a playbook creates an instance and automatically generates the resources required for your specific use case. These resources include Journey Optimizer assets, such as journeys and messages, and ۶Ƶ Experience Platform assets, such as schemas or segments.
For example, enabling the “Abandoned Cart” playbook generates a pre-configured journey. This journey triggers an email reminder when an abandonment event is detected. The generated resources provide a foundation that you can customize further.
To implement your use case, review each object (e.g., journeys, messages, segments) and customize it based on your requirements. You can also share the playbook instance page URL with your team to collaborate and streamline the implementation process.
You can import playbook assets into other sandboxes. This feature is helpful if you already have ۶Ƶ Experience Platform configurations, such as custom schemas, fields, or field groups. Importing ensures that the generated assets align with your existing setup for seamless integration. Detailed steps for this process are available in the Use Case Playbooks documentation.