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            Use Quick Actions in Service Plan

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            3. Agentforce IT Service

            Use Quick Actions in Service Plan

            Use quick actions to perform tasks directly from the steps of a service plan. IT teams can select actions, such as Send Email or Update Record, to complete tasks without navigating away from the incident record. IT teams can stay in the context of an incident while completing the workflow.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, and Unlimited Editions with Agentforce IT Service.
            1. From the App Launcher, find and select Incidents.
            2. From the Incidents page, open an incident record.
            3. In the Service Assistant component, click Draft Plan to generate the executable service plan.
            4. In the service plan, find a step that includes a quick action button, such as Send Email or Update Record.
            5. Click Send Email quick action.
            6. In the dialog box, enter the required information.
            7. Click Send.
            8. Select the checkbox of the service plan step to mark it as complete.
             
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            Salesforce Help | Article