The Add to Playbooks Button is Missing in Dynamics CRM

Overview

You are having issues adding contacts to Playbooks because the Add to Playbooks button is not populating (that allows interacting with records) in the Dynamics lead view or contact view. Also, when you click on the View In Dynamics button (i.e. four boxes) in Playbooks, the corresponding record is not being opened in CRM. 

Note: There was a known issue where the Add To Playbooks button was missing from Dynamics CRM views. This issue was fixed in version 1.3070.2. Refer to Bulk Select Contacts Checkbox is not Available for more information about upgrading Playbooks to the latest version. After the upgrade, the Add to Playbooks button should become visible.

Solution

Playbooks leverages Microsoft Dynamics single sign-on feature for the Extension authentication. In rare situations, this authentication can become disrupted, resulting in some of the Playbooks features not working as expected. 

1. Log out of Dynamics CRM by selecting "Sign Out" from the upper right corner.
2. Ensure your email is connected. See Agent Email Setup if you need help with doing this.
3. Log back in with your Microsoft user.
4. Verify you are Logged into Playbooks.
5. If you still do not see the 'Add to Playbooks' button, are viewing a custom list or record view, and your profile was configured to only use custom record views or pages, ask your manager to set up standard record views for you to be able to add records to Playbooks. Playbooks only supports adding standard records: Lead, Contact, Account, and Opportunity.

6. Review the Playbooks Status Page to check if there is an ongoing outage.
   Note: If there is no outage, try following the troubleshooting steps from the article Add to Playbooks Button Missing Or Other UI Elements Affected.

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Check the Playbooks Outages chat, existing Jira tickets, and tickets submitted by other customers to see if there is an ongoing outage. If no one has reported an outage, try to reproduce the issue in the test environment. If there is an outage affecting reported by multiple customers or you were able to reproduce the issue, report it as a SaaS Incident.

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