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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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