Enforce best practices with playbooks

Use playbooks in Dynamics 365 Sales to guide team members on how to respond to events when a decision maker leaves an organization while the team is working on a deal with that decision maker, for example. The playbook defines an organization's best-practices response to such an event. Playbooks can also streamline and automate recurring tasks such as renewing contracts.

License and role requirements

Requirement type You must have
License Dynamics 365 Sales Premium or Dynamics 365 Sales Enterprise
More information: Dynamics 365 Sales pricing
Security roles Playbook manager, Playbook user
More information: Predefined security roles for Sales

How does it work

To start, a team member with a Playbook manager role or equivalent permissions creates playbook categories to classify the playbooks. Then, the playbook manager creates playbook templates that define a set of best practices based on past experiences and their organization's standards. A business user such as a sales person or service rep who has been assigned a Playbook user role can then open one of these playbook templates while they work on their records. The playbook template helps ensure that best practices are applied consistently at every step.


The playbook capability is currently available only in the Sales Hub app of Dynamics 365 Sales. To learn about updating an app solution, see Install, update, or remove a preferred solution.

See also

Define playbook categories
Manage playbook templates
Associate documents with playbook activities
Launch a playbook to carry out activities consistently
Mark playbook as completed
Track playbook activities
What's new in Dynamics 365 Sales
Entity reference for playbooks