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Action Plans for IT Services

Design action plan templates to capture and automate repeatable tasks for business processes, such as major incident response or change implementation. Enhance collaboration and productivity by automatically assigning tasks, owners, and deadlines, ensuring consistent execution and efficient service delivery.

Required Editions

Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.

Define the business context of an action plan template through a target object and store necessary context details in a target record. Assign a user, a queue, or an action plan creator to each task. When you create an action plan from a template, the task's priority, duration, assignment, and other details are carried over from the template to the action plan.

Here are some examples of using Action Plans for some target objects.

TARGET OBJECT PURPOSE TASKS
Incident An action plan for tasks to be performed by IT fulfillers and managers when proposing a major incident candidate.
  • Send immediate stakeholder broadcast.
  • Initiate swarm channel and assemble major incident team.
  • Document resolution summary by using Agentforce.
  • Validate affected and impacted configuration items (CIs).
Problem An action plan for tasks to be performed by problem fulfillers before root cause analysis.
  • Investigate and diagnose root cause.
  • Draft known error article and document any workarounds.
  • Evaluate permanent fix requirement.
Change Request An action plan for tasks to be performed by change fulfillers before implementation.
  • Obtain Change Advisory Board authorization.
  • Schedule change implementation.
  • Execute implementation and verify.
  • Conduct post-implementation review (PIR).
Release An action plan for tasks to be performed by release managers and release group for a major release before approval.
  • Verify CI impact.
  • Obtain final advanced approval.
  • Conduct quality assurance.
  • Upload documentation.
  • Schedule PIR.

For detailed setup and configuration steps, see Action Plans.