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.
From the App Launcher, find and select Incidents.
From the Incidents page, open an incident record.
In the Service Assistant component, click Draft Plan to generate the
executable service plan.
In the service plan, find a step that includes a quick action button, such as Send Email or
Update Record.
Click Send Email quick action.
In the dialog box, enter the required information.
Click Send.
Select the checkbox of the service plan step to mark it as complete.
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