Adobe Experience Cloud playbooks

Start with your role

Choose the responsibility you have today. Each path links to the chapters that help with that decision or task.

Choose a playbook

Use the guides for the products and problems you work with. You can read one on its own or follow a question across several; there is no required product sequence.

For business owners

Start with the customer outcome, the population you can reach and the deadline that makes the treatment useful. Finish with an owner and a way to assess business value.

• Define the business decision in AEP. Specify the required customer data, useful time window and conditions for launch.
• Check the activation route in Real-Time CDP. Confirm what the receiving channel needs and whether the proposed treatment can meet its deadline.
• Agree journey entry in AJO. Decide who should enter, what triggers entry and what should happen when a customer becomes eligible again.
• Assess an Audience Manager use case. For teams operating AAM, connect audience reliability and usable reach with the decision to keep, repair or expand the treatment.

Bring these decisions back together in the relevant playbook workbook: outcome, population, deadline, exclusions, receiving evidence and the person accountable for the result.

Choose another role or browse all four guides.

For decision makers

Assess what must be true before the team can commit. Use the guides to challenge assumptions about identity, audience timing, delivery and the work required to operate the solution.

• Make identity assumptions explicit in AEP. Then use the launch and ownership checks to establish who accepts and operates the use case.
• Review AJO validation before launch. For a changing implementation, use the journey change and migration chapter to assess continuity and rollback.
• Assess Real-Time CDP operation and value. Review supported recovery, operating responsibilities and the evidence behind commercial assumptions.
• Compare Audience Manager investment options. Assess continued operation, a defined repair, expansion or a scoped transition against actual requirements and dependencies.

Your output is an explicit proceed, investigate or pause decision, with material assumptions, accountable owners and the evidence that would change the decision.

Choose another role or browse all four guides.

For practitioners

Start at the first uncertain boundary. Establish what arrived, which identity and audience rules were used, and what the receiving system could actually do.

• Prove data arrival and usability in AEP. Continue through identity, Profile and audience timing when the source appears healthy but the result is unexpected.
• Diagnose missing or delayed AJO entries. Check the entry contract and data readiness before changing the journey configuration.
• Reconcile activation with the receiver in Real-Time CDP. Use the selected route’s payload, identity, policy and lifecycle checks to narrow the failing boundary.
• Trace Audience Manager collection. Continue with customer identity and onboarding and qualification and exit timing for the affected use case.

Use the workbook in the relevant guide to retain expected behavior, actual observations, configuration, timing and next action. Confirm exclusions and exits as well as successful entry or delivery.

Choose another role or browse all four guides.

Go straight to the problem

• Data arrived but the profile or audience is wrong: explain the Profile used by the AEP use case.
• The audience misses the business deadline: test AEP timing and check activation freshness and exits.
• A customer did not enter a journey: investigate the AJO entry path.
• The destination receives less than expected: reconcile delivery or check AAM usable reach and receiver behavior.
• Subscribers or customers remain eligible after a change: trace the AAM lifecycle and check the selected activation update path.
• Collection stopped working after a release: trace the Web SDK and trait path.
• Ownership or investment is unclear: agree launch and operating owners and assess the next AAM investment decision.

Follow the checks for your actual implementation. A similar symptom in another product can suggest a useful question, but its configuration and timing rules may differ.

Bring the decision and the evidence

If the issue spans teams or products, bring the outcome you need, the treatment deadline and a redacted example of the first uncertain boundary. Adovo can help connect the architecture and implementation work with the decision you need to make.