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Unified Catalog
Add an Action Plan to a Unified Catalog Record

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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.

Required Editions

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

Action Plans permission set

OR

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

Before adding an action plan to a record, create an action plan template for the applicable process type object and your product’s action plan type, add tasks and their dependencies to the action plan template, and add Action Plans to the record page.

  1. Open the Case, Incident, or Service Request record that you want to associate with an action plan.
  2. In the Action Plans component on the record page, click New Plan.
  3. On the New Action Plan page, enter a name and start date.
  4. In the Action Plan Template field, search for and select the template that matches the request.
  5. Click Next.
  6. Review the tasks associated with the action plan, and then save the plan.
    The View Task List section in the Action Plans component lists the fulfillment tasks.
 
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