Action Plans and Service Processes

Use Case

Unified Catalog supports various process types to handle different customer needs across multiple channels. Action Plans adapt to these types to provide specific guidance for reps:

Incident: If a user reports a login failure via a mobile app, the resulting Incident process opens an Action Plan with high-priority tasks for Security Triage, Log Analysis, and User Password Reset.

Case: For general inquiries submitted through a self-service portal, a Case-based Action Plan ensures that the rep follows compliance steps such as Validate Identity, Review Statement History, and Send Resolution Email.

Service Request: When a user requests a new laptop through the catalog, an Action Plan automatically triggers tasks for the IT procurement team to Verify Inventory, Configure Hardware, and Schedule Delivery.

Key Features

Action Plans enhance the Unified Catalog’s service processes by providing:

• Automated Task Generation: Eliminate manual task creation by automatically triggering a predefined set of to-dos when a request is submitted in the catalog.
• Role-Based Accountability: Assign tasks to specific roles or queues (such as Legal Review or Technical Support) rather than individuals, ensuring work continues regardless of staff availability.
• Dynamic Deadlines: Use Offset Days to automatically calculate due dates for every task relative to the request start date, helping teams stay within Service-level Agreement (SLA) targets.
• Process Consistency: Ensure that every agent follows the same verified steps for a specific Process Type, which improves data quality and regulatory compliance.
• Real-time Progress Tracking: Monitor the completion status of fulfillment tasks directly on the request record, providing full visibility into the lifecycle of a catalog item.