Playbooks and Processes¶
Playbooks and Processes are how Mention organizes and delivers knowledge about operational workflows. A Playbook is the container; Processes are the items inside it; SOPs are the interactive walkthroughs generated from them.
Playbooks¶
A Playbook is a collection of Processes scoped to a single Audience. Every Audience has exactly one Playbook. The Playbook defines which operational procedures the Audience's members need to understand, and in what order.
Admins populate a Playbook by selecting processes that Mention extracts from ingested content, and arranging them in the order members should work through them.
Processes¶
A Process represents an operational workflow or procedure described in your documents. Each process captures:
| Field | Description |
|---|---|
| Name | What the process is called |
| Objective | What the process aims to achieve |
| Performer | Who is responsible for executing it |
| Trigger | What initiates the process |
| Scope | The boundaries of what the process covers |
How processes are identified¶
When you activate documents from your content sources, Mention analyzes them to identify workflows and procedures. These appear for your review in the Playbook tab's process picker, where you decide which ones to include in each Audience's Playbook.
The process lifecycle¶
- Extraction — Mention identifies workflows described in your ingested documents
- Selection — You add relevant processes to a Playbook
- Learning — When a member accesses a process, Mention generates a personalized SOP
SOPs (Standard Operating Procedures)¶
An SOP is an AI-generated interactive walkthrough for a specific Process. Unlike articles (which are read), SOPs are designed to be worked through step by step.
Structure¶
Each SOP consists of:
- Tasks — Individual steps the member works through. Each task includes explanatory content and a knowledge check.
- Workflow — Many SOPs include a structured walkthrough with decision points and branches. Depending on the path taken, the walkthrough can end at different outcomes — for example, completed, escalated, deferred, or stopped. An outline lets members move between tasks.
Knowledge checks¶
Each task within an SOP includes a knowledge check — a short multiple-choice quiz. Members answer it before their progress on that task is recorded. For informational steps that do not require assessment, members can mark the task as read instead, which still counts toward completion.
How answers are graded¶
Each knowledge check is a multiple-choice quiz: the member picks an answer for each question and sees an explanation and a score. The result is recorded immediately, and a quiz can be retaken if not passed. Grading consumes credits — see Understanding Credits.
Cross-linking with concepts¶
When an SOP references terms from the Glossary, Mention automatically links them. This connects Playbook content back to the Glossary, so members can easily jump to a concept's article if they need more context.
Generation¶
SOPs are generated on demand — the first time a member opens a process, Mention creates the SOP using context from the process's source documents. A brief loading state appears while it's being generated, then it's cached. A member can regenerate their own SOP (which resets their progress on that process), and an admin can regenerate one too; both consume credits.