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Unified Catalog
Action Plans and Service Processes

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Action Plans and Service Processes

Action Plans provide predefined tasks, deadlines, and owners for Unified Catalog service processes. When an action plan template is linked to a service process, the configured action plan generates the work required to resolve or fulfill a request.

Required Editions

Available in: Lightning Experience
Available in: Enterprise, Unlimited, and Developer editions with Unified Catalog and Action Plans.

Action Plans for Each Process Type

Unified Catalog supports Case, Incident, and Service Request process types for interactions across different channels. Link an action plan template to a service process to provide the tasks appropriate for its process type.

Process Type Scenario Action Plan
Incident A user reports a login failure through a mobile app. The Incident action plan generates high-priority tasks for security triage, log analysis, and a user password reset.
Case A user submits a general inquiry through a self-service portal. The Case action plan provides compliance tasks to validate identity, review statement history, and send a resolution email.
Service Request A user requests a new laptop through the catalog. The Service Request action plan generates tasks for the IT procurement team to verify inventory, configure hardware, and schedule delivery.

Action Plan Capabilities

Action Plans support service processes in these ways:

  • Automated task generation: A linked action plan template generates a predefined set of tasks when the configured action plan is triggered.
  • Role-based accountability: Assign tasks to roles or queues, such as Legal Review or Technical Support, so that work continues when team membership changes.
  • Dynamic deadlines: Offset Days calculates task due dates relative to the request start date to help teams meet service-level agreement (SLA) targets.
  • Process consistency: Standard task sequences help teams follow the same steps for a process type, which supports consistent data and compliance.
  • Real-time progress tracking: The request record shows the completion status of fulfillment tasks so that service teams can track progress through the request lifecycle.
  • Add an Action Plan to a Unified Catalog Record
    Create an action plan from a template on an existing Case, Incident, or Service Request record. The action plan provides the assigned team with predefined tasks and deadlines for resolving or fulfilling the request.
 
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