3725741 - Playbook retriggering behavior in Sales Cloud v2

• A Playbook in Sales Cloud V2 is configured to initiate when Opportunity conditions are met.
• The Playbook includes an approval process that unlocks the Opportunity phase upon completion, allowing users to proceed to the next phase.
• The Playbook triggers correctly the first time the Opportunity conditions are met.
• After the Opportunity advances to a later phase, if it is moved back to the "proposal in progress" phase, the Playbook does not initiate again, even though all triggering conditions are met.
• The expected behavior is for the Playbook to initiate whenever the Opportunity re-enters the controlled phase and conditions are fulfilled, regardless of prior approvals.

SAP Sales Cloud and SAP Service Cloud Version 2

1. Create a Playbook configured to initiate when Opportunity conditions are met.
2. Complete the approval process, unlocking the Opportunity phase.
3. Advance the Opportunity to a later phase.
4. Move the Opportunity back to the "proposal in progress" phase where the manual was required.

1. When moving an Opportunity back to a previous phase, only recommendations that have not yet been executed are shown.
2. Approval processes can only run once per Opportunity; re-approval is not supported.
3. Any change to this behavior would need to be evaluated as a new requirement.
4. As a workaround, create another Playbook for scenarios where repeated approvals are necessary; however, this solution may not be effective if users repeatedly move back to the same phase multiple times.

playbook, retriggering, approval process, sales cloud v2, opportunity phase, proposal in progress, controlled phase, recommendations, governance, re-approval, configuration, workaround , KBA , CEC-CRM-PMF , Pipeline Management and Forecasting for Sales Cloud , Problem

SAP Sales Cloud and SAP Service Cloud Version 2 all versions