PlaybooksSystemUser Guide

Playbooks Requirements

By May 29, 2019July 1st, 2021No Comments

Playbooks Requirements

What are the requirements to use Playbooks?

This article describes the basic infrastructure requirements needed in order to implement Playbooks.

CRM Requirements

Playbooks only supports standard CRM objects/entities for Accounts, Contacts, Leads, Cases, and Opportunities. Any other standard or custom objects/entities within the CRM cannot be enrolled in plays or used in Custom Sorts. All information, data, and records to be actioned in Playbooks must exist in the CRM within one of those supported objects/entities.

Edition Requirements

Playbooks supports Professional edition and higher of the Salesforce Sales Cloud. No other editions are supported by XANT. XANT strongly recommends that Enterprise edition or higher since Playbooks requires API access which is limited in Professional edition.

Note: Playbooks doesn’t support Salesforce Service Console or any custom consoles. The only supported console is the Sales Console.
Edition Supported Notes
Professional* *Only with API access. See external link below for instructions to enable the API for Professional Edition.
Salesforce IQ
Contact Manager
External Link: How to Enable the API for Professional Edition
Click this message to learn how to enable the API for Professional Edition. Please note, this link opens a Trailblazer Community page. You may need to create an account to view the page. 

Salesforce License Requirements

Playbooks only supports the standard Salesforce license. No other licenses are supported.

Edition Supported Notes
Salesforce This is the only supported license.
Salesforce Platform
Portal License

Dynamics Platform/CRM

On-Premise Dynamics is NOT supported. Only Dynamics 365 (online) can be integrated with Playbooks.

Dynamics Edition Requirements

Playbooks supports Enterprise edition only.  Business edition is NOT supported.

Dynamics License Requirements

Playbooks only supports a ‘Full User’ license. ‘Light User’ licenses are NOT supported.

SAP CRM Version Requirements

Playbooks will support the latest, generally available (GA), version of SAP Hybris C4C. As of this document release date, Playbooks has been tested against SAP Hybris C4C, hosted, solution version 1805.02.0004. Functionality has not yet been verified against earlier versions.

User Interface Requirements

Playbooks currently supports the SAP Hybris C4C Fiori UI.

API Access

Playbooks integrates with SAP Hybris C4C via the OData APIs provided by C4C. Generally these APIs are available by default and no special configuration is required.

Related Article: Setup Guide and Authentication

Click this message to see the SAP + Playbooks setup guide and read more about Authentication between Playbooks and SAP.

Network Requirements

Websocket Traffic

Playbooks utilizes websocket technology to ensure that the interface is always showing the most current information to reps. To use Playbooks, your network must be opened to support these domains, ports, and protocols:

Domain Port Protocol Behavior 443 websocket Allow All 443 websocket Allow All 443 websocket Allow All 443 websocket Allow All 443 websocket Allow All 443 websocket Allow All 443 websocket Allow All 443 websocket Allow All

Domain Whitelisting

Whitelisting traffic from these sources ensures that XANT will always be able to create and maintain the network connections required for optimal app performance.

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IP Address Whitelisting

XANT utilizes a specific set of IP addresses to communicate with the designated API for your CRM. In the event that IP restrictions have been applied to your instances you must allow access from the Playbooks IP addresses. XANT has multiple NAT gateways for redundancy in each region where services are deployed. Your designated Implementation Consultant and/or Customer Success Manager can provide you with the necessary IP addresses to whitelist.

Note: If your organization plans on using Computer-based Calling, there is additional network configuration that needs to happen. Review this article for details.

System Requirements

Playbooks is available on most modern computers that have the capability of running Chrome extensions. As a minimum, a computer must meet the following requirements:

Infrastructure Minimum Requirement
Operating System Windows 7, Windows 10, Mac OS X
Memory 8GB or greater
Web Browser Google Chrome — latest version
Internet Speed Upload and download speed 1 mbps per user

The administrative tool for Playbooks – the Playbooks Manager App – can be used in most modern browsers but is only officially supported in Google Chrome.

Internet Requirements

If users can run Salesforce, most often they can run Playbooks as well. The recommended internet bandwidth for Playbooks is a download speed of 1 mbps per user. Playbooks may load slower or move choppy due to other factors hindering internet bandwidth. These factors may include CRM bandwidth usage, IP phone usage, other devices on the network, router inefficiencies, signal strength, building material interference, or other considerations.

Telephony Requirements

  • An E.164 compliant DID phone number (US numbers should be 10 digits)
  • Adequate inbound telephony trunks
  • Preferred codec for VoIP is G.711

The XANT product suite requires a DID (Direct Inward Dialing, also known as a Direct Inbound Number). DIDs connect directly to the sales rep instead of requiring an extension or phone menu. XANT does not provide DIDs. Direct SIP integrations are not available.

When reps place calls using Playbooks from XANT, Playbooks calls the rep first (referred to as “connecting the agent leg”) and once the rep is connected, the XANT system calls out to the prospect and bridges the inbound and outbound legs together. This means that to a PBX system, all call traffic is inbound. It is essential that your inbound call concurrency level can support an open inbound call connection for all reps.

Call Forwarding

When reps are actively making calls using Playbooks they need to have call forwarding disabled on the designated phone number that will be dialed to connect the agent leg. If call forwarding is enabled, this creates another hop for the rep to be connected to the agent leg and the risk that the client leg would be connected prior to the agent leg because XANT will attempt to connect the client leg after the system confirms the connection to the DID number was successful.

If reps would like to make and receive Playbooks calls on a different phone number than their desk/mobile DID phone, they can edit their agent leg number by going to Menu > Settings > Phone > edit Agent Number, and change to a different DID.

Email Requirements

As reps send email through Playbooks, those emails are tracked and reps are notified when their prospects engage with their emails. To send and track emails, the following email systems are supported: Exchange (SMTP), Office 365 for Business Online, or Gmail.

  • The SMTP server must be reachable to our servers either by using an external SMTP server or whitelisting IP addresses.
  • A port must be specified to connect to the email server. Playbooks supports both methods of secure connection (via Port/SSL or Protocol/TLS) but if the Port/SSL method is used then Port 465 must be used.
  • A service account’s credentials will be entered during setup. The service account credentials simply refer to a user whose credentials will be used to connect to the SMTP server and send on behalf of all other Playbooks users. These credentials need to have no expiration or very infrequent expiration set in order to not interrupt sending email on behalf of all other Playbooks users.
    This is not an Exchange EWS service account. This is simply an SMTP username and password. There are no “Send on Behalf Of” or “Impersonation Rights” required.
Note: Emails sent from Playbooks will not appear in the user’s “Sent Items” folder when integrated with Exchange/SMTP Relay. This option also prevents agents from receiving Bounce Prevention and reply tracking.

Users must be able to authorize third-party applications. If administrator consent is required to authorize third-party applications you can follow the instructions in this article, O365 Setup for Playbooks Emails.

There are no additional requirements or configuration required from the Gmail admin console.