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            Implement Action Plans in Unified Catalog

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            Implement Action Plans in Unified Catalog

            Use Action Plans to automate repeatable task sequences for process type objects created through Unified Catalog. By linking an action plan template to a service process, you ensure that every service request triggers a clear task list. The responsible team receives pre-assigned list of tasks with defined deadlines.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Unlimited, and Developer editions with Unified Catalog and Action Plans.
            User Permissions Needed
            To provide access to process types: Unified Catalog Community User
            To configure action plans:

            Action Plans permission set

            OR

            Modify All Data
            To create tasks in action plans: Service Cloud User

            Create an action plan template for your specific process type object and your product’s action plan type. Then, add tasks and their dependencies to action plan templates. Finally, add Action Plans to record pages.

            1. Select the Case, Incident, or Service Request record you want to associate with an action plan.
            2. On the record page, locate the Action Plans component and click New Plan.
            3. On the New Action Plan page, specify a name and set the start date for the plan.
            4. From the Action Plan Template field, search for and select the template that matches the current request.
            5. Click Next and review the tasks associated with the action plan and save the plan.
            6. The View Task List section under Action Plans now lists all the tasks for fulfillment.
             
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            Salesforce Help | Article