---
schema_version: "1"
id: ff1dcb7a2a7fed4d0cb83b33ae23ba6401e1f11fd16df8ed43c5b0cc9b854b69
title: Quick Actions in Service Assistant
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/sp_qa_ov.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.sp_qa_ov.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 46cfe651de81b08371cf0ab5a94b0ad49e4f2b2a44e8e64b78167b9c051bb808
description: Get to know the role of quick actions in Service Assistant and their relation to Agentforce topics.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Quick Actions in Service Assistant

Get to know the role of quick actions in Service Assistant and their relation to Agentforce topics.

### Required Editions

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

Quick actions are metadata that serve as an additional and optional grounding source for Service Assistant. They’re used in the same agent processing framework as topics, instructions, and knowledge to build a service plan that allows service reps to complete steps tasks directly in the Service Assistant component.

![Service Assistant processing framework including quick actions](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_processing_grounding_qa.png)

Like topics, quick actions require their own set of instructions, but they serve a different purpose. Topic instructions help create the high-level, sequential steps of the service plan. Meanwhile, quick action instructions provide the executable tools needed to complete those steps. In a service plan, quick actions show as buttons that launch automated workflows to help service reps complete tasks that a plan step requires.

To surface in plan steps, each quick action requires a clear instruction that defines what it is, what it does, and the conditions for its use. The instructions help Service Assistant to determine when and why the quick action is matched to a specific topic and its instructions and then shown in a service plan step.

The table provides an overview of the difference between the two types of instructions and their roles in Service Assistant. The next few sections provide advice on how to create quick action instructions. For specific guidance for topic instructions and how to write them for Service Assistant, see [Grounding Service Assistant with Topics](https://help.salesforce.com/s/articleView?id=service.sp_topics_start.htm&language=en_US&type=5).

<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%">
        <col style="width:33.33333333333333%">
      </colgroup>
      <thead class="slds-text-title_caps ">
        <tr class="">
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d37769e93">Asset</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d37769e96">What they are and what they do</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d37769e99">Example</th>
        </tr>
      </thead>
      <tbody>
        <tr class="">
          <td data-label="Asset" class="slds-cell-wrap" style="vertical-align:top;" headers="d37769e93 ">Topics and instructions</td>

          <td data-label="What they are and what they do" class="slds-cell-wrap" style="vertical-align:top;" headers="d37769e96 ">The foundational framework of a service plan. Topics categorize the case, and
            their instructions contain your high-level company policies and standards for working
            a case. Service Assistant uses this information to create the steps of the service
            plan.</td>

          <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d37769e99 ">
            <p>Topic: Return Request</p>
            <p>Instruction: If the return is within the eligibility time frame, initiate the
              return in the order management system.</p>
            <p style="margin-bottom:0;">Resulting plan step: Process the return in the order management system. </p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Asset" class="slds-cell-wrap" style="vertical-align:top;" headers="d37769e93 ">Quick actions and instructions</td>

          <td data-label="What they are and what they do" class="slds-cell-wrap" style="vertical-align:top;" headers="d37769e96 ">
            <p>Quick actions show as buttons in a service plan step. These buttons provide
              service reps a way to complete a task that the step requires, like sending an email
              or closing a case. </p>
            <p style="margin-bottom:0;">The instructions for a quick action define the action’s
              specific goals, conditions, and outcomes. These instructions provide Service
              Assistant with the necessary context to determine when and why a quick action shows
              as a button in a plan step.</p>
          </td>

          <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d37769e99 ">
            <p>Name: Initiate a Return</p>
            <p>Type: Update a Record </p>
            <p style="margin-bottom:0;">Instruction: Initiate a customer's return request in the order management system.
              This action is intended for use only after a return has been confirmed as eligible
              and all required customer information is collected. Once executed, the return begins
              processing, and the case should be updated with the new status.</p>
          </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 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 in this documentation related to using Agentforce topics and quick actions together apply to Agentforce actions.

#### See Also

- [_Salesforce Help_: Subagents](https://help.salesforce.com/s/articleView?id=ai.copilot_topics.htm&language=en_US)