---
schema_version: "1"
id: 44a8eae468d5e36d785fc50728148f9f04ae244b116f28739e606bbe4f6cb45b
title: Grounding Service Assistant with Quick Actions (Optional) (Case Only) (Guidance Plans Only)
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/sp_qa.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.sp_qa.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: b4139930ec40c3f0f1629df04642f32b50d3d935e6f88cb291a6eab9453b4dab
description: Learn our recommended best practices for implementing quick actions in guidance plans so you can create automated and actionable service plans.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Grounding Service Assistant with Quick Actions (Optional) (Case Only) (Guidance Plans Only)

Learn our recommended best practices for implementing quick actions in guidance plans so you can create automated and actionable service plans.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
      <colgroup>
        <col style="width:50%">
        <col style="width:50%">
      </colgroup>
      <tbody>
        <tr class="">
          <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&amp;type=5&amp;language=en_US" target="_blank">View supported editions.</a></td>

        </tr>
        <tr class="">
          <td class="slds-cell-wrap" style="vertical-align:top;">
            <a name="sp_qa__image_scz_pgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="sp_qa__image_scz_pgf_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> This article applies to:
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Case with guidance plans</td>

        </tr>
        <tr class="">
          <td class="slds-cell-wrap" style="vertical-align:top;">
            <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> This article doesn't apply to:
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <ul>
              <li>Service Assistant for Case with dynamic plans</li>

              <li>Service Assistant for Messaging </li>

              <li>Service Assistant for Voice</li>

            </ul>
          </td>

        </tr>
      </tbody>
    </table>

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png)

Note This section contains reference guidance for quick actions. Setup guidance is provided in [Set Up Quick Actions (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_qa_setup.htm&release=264.0.0&type=5 "Integrate your quick actions with Service Assistant using the Quick Actions manager in the Agentforce Builder.").

- [Overview](https://help.salesforce.com/s/articleView?id=service.sp_qa.htm&release=264.0.0&type=5)
- [Supported Quick Actions and Permissions](https://help.salesforce.com/s/articleView?id=service.sp_qa.htm&release=264.0.0&type=5)
- [Quick Action Instructions](https://help.salesforce.com/s/articleView?id=service.sp_qa.htm&release=264.0.0&type=5)
- [Considerations](https://help.salesforce.com/s/articleView?id=service.sp_qa.htm&release=264.0.0&type=5)

Here's a quick overview of quick actions in Service Assistant and the general setup. To open the video in full-screen, [click here](https://salesforce.vidyard.com/watch/sXwwcoaozjwze4q4RQnpyS).

## Overview

In Service Assistant, quick actions are a grounding source that adds actionable and automated workflows to service plans. They surface as buttons within plan steps to give service reps easy access to complete tasks a plan step requires, like changing the case status or summarizing a case. The buttons provide service reps a way to complete tasks within Service Assistant so they don’t have to go to another section of the Case record page or leave page entirely.

![Summarize case quick action launching the case summary work flow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_qa_review_doc.png)

You create and manage your standard and custom Case object quick actions in the Buttons, Links, and Actions Setup page for the Case object. You then integrate your quick actions with Service Assistant with the Quick Actions Manager of the Agentforce Builder. The Quick Actions Manager is available only for Service Assistant.

![Quick action selection](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_qa_manager.png)

Your standard and custom Case object quick actions are automatically populated in the Quick Actions Manager. In the manager, you select which quick actions you want to assign to topics. When quick actions are assigned to topics, Service Assistant decides which quick actions are most important to add to a plan step that is created from the topic and instructions. The quick actions then show as a button in a service plan step for service reps to complete the step task directly in Service Assistant.

While the Quick Actions Manager lists your quick actions, you must add each quick action added to your Case Layout in order for the quick action to show in a drafted service plan. Service Assistant supports standard and custom Case object quick actions.

## Supported Quick Actions and Permissions

Here are the quick action types Service Assistant supports and the required permissions for using quick actions in Service Assistant. Both standard and custom Case object quick actions are supported.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:33.33333333333333%">
          <col style="width:33.33333333333333%">
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        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d47755e194">Quick Action Type</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d47755e197">Supported Quick Actions in Service Assistant</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d47755e200">Required Permissions</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Quick Action Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d47755e194 ">Standard Case object</td>

            <td data-label="Supported Quick Actions in Service Assistant" class="slds-cell-wrap" style="vertical-align:top;" headers="d47755e197 ">
              <ul>
                <li>Case Comment</li>

                <li>Close Case </li>

                <li>Change Owner</li>

                <li>Change Status </li>

                <li>Log a Call</li>

                <li>Send Email </li>

              </ul>
            </td>

            <td data-label="Required Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d47755e200 ">None.</td>

          </tr>
          <tr class="">
            <td data-label="Quick Action Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d47755e194 ">Custom Case object</td>

            <td data-label="Supported Quick Actions in Service Assistant" class="slds-cell-wrap" style="vertical-align:top;" headers="d47755e197 ">
              <ul>
                <li>Create a Record</li>

                <li>Lightning Web Component (screen actions only)</li>

                <li>Log a Call</li>

                <li>Flow</li>

                <li>Send Email </li>

                <li>Update a Record</li>

                <li>Visualforce</li>

              </ul>
            </td>

            <td data-label="Required Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d47755e200 ">
              <ul>
                <li>Flow quick actions require Run Flows app permissions. </li>

                <li>Visualforce quick actions require access and view permissions for the
                  Visualforce page. See <a href="https://help.salesforce.com/s/articleView?id=platform.users_profiles_visualforce_access.htm&amp;type=5&amp;language=en_US" target="_blank">Set Visualforce Page Security from
                    Profiles</a>.</li>

              </ul>
            </td>

          </tr>
        </tbody>
      </table>

## Quick Action Instructions

All quick actions require instructions that define what the action does and when it’s used for a particular workflow, case type, or business process. The instructions help Service Assistant determine what actions are most relevant to surface in a plan step. We provide you with reference guidance and best practice for creating quick action instructions in the next sections. For setup guidance using the Quick Actions Manager, see [Set Up Quick Actions (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_qa_setup.htm&release=264.0.0&type=5 "Integrate your quick actions with Service Assistant using the Quick Actions manager in the Agentforce Builder.").

To get you started, we provide the listed instructions for the **Send Email** and **Close Case** quick actions. You can modify these instructions to suit your preferences. You must add each of these quick actions to the Salesforce Mobile and Lightning Experience Actions section of your Case layout in order for them to appear in the Quick Actions manager.

**Send Email**

Drafts and sends an email to a specified recipient directly from a service plan step. The email can be used for customer communications, including, but not limited to, providing status updates, conveying resolution details, and requesting or supplying additional information during case management or follow-up.

**Close Case**

Closes the case when the required steps to resolve issues are completed and no further action is needed. When executed, the support process is formally concluded and no additional steps can be performed.

## Considerations

When using quick actions in Service Assistant, keep these considerations in mind.

- Service Assistant supports only quick actions that have a single CaseId input.
- To display quick actions in service plans, quick actions must be added to the Salesforce Mobile and Lightning Experience Actions of your Case Layout. See [Add Quick Actions to the Case Page Layout](https://help.salesforce.com/s/articleView?id=service.case_interaction_add_actions_to_page_layout_lex.htm&type=5&language=en_US).
- Standard and custom quick actions related to the Case object appear in the Quick Actions Manager. However, only certain custom quick action types are supported. See the table above.
- Service Assistant can assign multiple quick actions to a plan step. In this case, the button in the step displays with a dropdown for the service rep to select what quick action to execute.
- All quick actions require instructions that detail what the action does and when it’s used. Like topic instructions, these instructions help Service Assistant determine when an action is relevant to include in a service plan step. The Quick Actions Manager includes a field for adding these instructions to each quick action. For guidance on creating quick action instructions, review the next sections.
- We provide you with instructions for the Draft Email and Close Case quick actions. See previous section. Although these actions automatically appear in the Quick Actions Manager, you must manually add their instructions. You can modify our provided text to suit your needs.
- You can’t assign quick actions to standard Agentforce topics. You must create versions of these standard topics and then assign the quick actions to the topic version. See [Edit a Standard Topic](https://help.salesforce.com/s/articleView?id=ai.copilot_topics_edit.htm&type=5&language=en_US).
- Any changes made to a quick action name or instruction after service plans are generated aren’t considered new case information. The Redraft Plan button doesn’t appear in the component. This behavior is unlike changes made to topics and their instructions. See the Redraft Plan State section in [Work with Service Assistant](https://help.salesforce.com/s/articleView?language=en_US&id=service.sp_component_usage.htm&type=5).
- We don’t provide guidance for using quick actions with Agentforce actions. Agentforce actions aren’t required in Service Assistant. If you add any Agentforce actions, they’re treated like topic instructions. All guidance for using Agentforce topics and quick actions together apply to Agentforce actions.

- **[Quick Actions in Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_qa_ov.htm&release=264.0.0&type=5)**  
    Get to know the role of quick actions in Service Assistant and their relation to Agentforce topics.
- **[Guidelines for Creating Quick Actions](https://help.salesforce.com/s/articleView?id=service.sp_qa_gbp.htm&release=264.0.0&type=5)**  
    Review our recommendations for setting up your quick actions in Service Assistant.
- **[Quick Actions with Subagents](https://help.salesforce.com/s/articleView?id=service.sp_qa_topics.htm&release=264.0.0&type=5)**  
    Review our recommendations for how to best use quick actions with Agentforce subagents and instructions.
- **[Quick Actions with Knowledge](https://help.salesforce.com/s/articleView?id=service.sp_qa_knowledge.htm&release=264.0.0&type=5)**  
    Review our recommendations for how to best use quick actions with knowledge articles.
- **[Quick Actions Sample Library](https://help.salesforce.com/s/articleView?id=service.sp_qa_sample_library.htm&release=264.0.0&type=5)**  
    Review sample service plans with quick actions to see how they're added to a plan when following our provided guidelines.