Intake coordinators can now see exactly where a referral stands and what’s still left to do without parsing status fields or checking multiple records. Agentforce Health includes a built-in action plan template for referral management. Each Clinical Service Request gets an action plan that shows which tasks are complete and which still need attention. Action plans update automatically as the referral progresses through intake, eligibility verification, authorization, patient and provider outreach, and appointment scheduling, giving intake coordinators full visibility into a referral's progress and status.
Where: This change applies to Lightning Experience in Enterprise and Unlimited editions with the Health Cloud add-on license.
When: The Referral Management Action Plan feature is available starting in June 2026.
Why: Action plans simplify referral tracking for intake coordinators by centralizing task status in one place. The three-field system (Status, StatusReason, and Action Plan) provides clarity at every stage: Status shows where the referral is in its lifecycle, Status Reason explains blockers, and individual tasks track specific work completed or remaining. The action plan reduces administrative overhead and minimizes the risk of missing required steps.
How: On the Referral Management Settings page in Setup, follow the guided setup steps in the Basic Clinical Service Requests Setup section for action plans.