---
schema_version: "1"
id: 2396fb40dbca8946ec039cdf08bf5aec6745582854184b493844256ad2aab01a
title: Set Up Quick Actions (Optional)
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/sp_qa_setup.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.sp_qa_setup.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: e20387116095704757b3fcb9fd91cb29945d878222ff0ae24251b89ea6c816a8
description: Integrate your quick actions with Service Assistant using the Quick Actions manager in the Agentforce Builder.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Set Up Quick Actions (Optional)

Integrate your quick actions with Service Assistant using the Quick Actions manager in the Agentforce Builder.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
        <colgroup>
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        <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_setup__image_scz_pgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="sp_qa_setup__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;">Service Assistant for Case with dynamic plans.</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 provides the setup steps for integrating quick actions with Service Assistant. Setting up quick actions is optional. Reference information on how quick actions work in Service Assistant and how to write instructions for quick actions is provided in [Grounding Service Assistant with Quick Actions](https://help.salesforce.com/s/articleView?id=service.sp_qa_setup.htm&language=en_US&type=5) and its subsequent sections.

Before you begin, complete these prerequisites.

- You can only complete this task in the [Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=ai.agent_builder_explore.htm&type=5&language=en_US). Service Assistant isn’t supported in the [New Agentforce Builder](https://help.salesforce.com/s/articleView?id=ai.agent_builder_tour.htm&language=en_US&type=5). Starting in July 2026, the requirement that new agents can only be created in the new Agentforce Builder doesn’t apply to Service Assistant. You can continue to use Service Assistant in the legacy builder until further notice. See [Create Agents in the New Builder Only Starting July 2026](https://help.salesforce.com/s/articleView?id=release-notes.rn_agentforce_legacy_agent_creation.htm&release=262&type=5&language=en_US).
- You must add all your quick actions to your Case page layout. Adding quick actions to the layout is required for them to show in the Quick Actions manager within the Agentforce Builder and in a service plan. 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).
- Create versions of any standard Agentforce topics you want to use with your quick actions. You can't assign quick actions directly to standard Agentforce topics, only to versions of the topic. See [Edit a Standard Topic](https://help.salesforce.com/s/articleView?id=ai.copilot_topics_edit.htm&type=5&language=en_US).
- All quick actions used in Service Assistant must have only a single `CaseId` input.
- 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 required field for adding these instructions. For specific examples and more details, review [Guidelines for Creating Quick Actions](https://help.salesforce.com/s/articleView?id=service.sp_qa_gbp.htm&language=en_US&type=5) and [Quick Actions Sample Library](https://help.salesforce.com/s/articleView?id=service.sp_qa_sample_library.htm&type=5&language=en_US) .
- We provide you with instructions for the standard Draft Email and Close Case quick actions. You can modify our provided text to suit your needs. Although these quick actions automatically appear in the Quick Actions Manager, you must manually add their instructions in the Quick Actions Manager. In addition, you must make sure they’re added to your case page layout.
- Review the table to understand what quick action types are supported and the required permissions. The standard Service Assistant permissions provide access and use of most quick actions in a drafted service plan. However, additional permissions are required for Flow and Visualforce quick actions.

<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="d64939e165">Quick Action Type</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d64939e168">Supported Quick Actions</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d64939e171">Required Permissions</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Quick Action Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d64939e165 ">Standard Case object </td>

            <td data-label="Supported Quick Actions" class="slds-cell-wrap" style="vertical-align:top;" headers="d64939e168 ">
              <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="d64939e171 ">Service Planner User permission set</td>

          </tr>
          <tr class="">
            <td data-label="Quick Action Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d64939e165 ">Custom Case object</td>

            <td data-label="Supported Quick Actions" class="slds-cell-wrap" style="vertical-align:top;" headers="d64939e168 ">
              <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="d64939e171 ">
              <ul>
                <li>Flow quick actions require the Run Flows app permissions. Assign the permission to the
                  Service Assistant admin, service reps, and ServicePlanner User.</li>

                <li>Visualforce quick actions require access and view permissions for the Visualforce page.
                  Assign the permission to the Service Assistant admin, service reps, and ServicePlanner
                  User. 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>

## Setup Quick Actions for Service Assistant

Use the Quick Actions manager in the Agentforce Builder to add your quick actions to Service Assistant.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
          <colgroup>
            <col style="width:50%">
            <col style="width:50%">
          </colgroup>
          <thead class="slds-text-title_caps ">
            <tr class="">
              <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d64939e292">User Permissions Needed</th>
            </tr>
          </thead>
          <tbody>
            <tr class="">
              <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d64939e292 ">To set up quick actions in the Quick Actions manager: </td>

              <td class="slds-cell-wrap" style="vertical-align:top;" headers="d64939e292 ">
                <p>Customize Application OR System Admin</p>
                <p>AND</p>
                <p> Agentforce Default Admin permission
                  set </p>
                <p style="margin-bottom:0;">AND</p>
                <p style="margin-bottom:0;">Service Planner Builder permission set </p>
              </td>

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

You use the Quick Actions manager in the Agentforce Builder to integrate your quick actions with 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)

The Quick Actions manager is where you select what quick actions you want to use in Service Assistant and then assign them to topics and provide instructions for each quick action. The instructions define the quick action, its goal, and any conditions or requirements for the action. All quick actions require instructions. See [Guidelines for Creating Quick Action Instructions](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.") and [Quick Actions with Topics](https://help.salesforce.com/s/articleView?id=service.sp_qa_topics.htm&language=en_US&type=5).

To get you started, we provide you instructions for the Draft Email and Close Case quick actions. You can modify them.

1. In the Set Up Quick Actions section of the Service Assistant Setup page, click **Go to Agent Studio**.
2. From the Agentforce Agents Setup page, under Agent Name, select **Service Assistant**.
3. From the Agent Details Page, click **Open in Builder**.
4. From the Agentforce Builder, in the left rail, select **Quick Action**.
5. From the top of the Quick Actions manager, confirm your agent is deactivated. If it’s not, click **Deactivate**. Quick actions can be assigned only when your agent is deactivated.
6. Turn the feature on.
7. From the list of quick actions, search for a quick action or locate the action in the quick actions list, and then click **Manage**.
    
    ![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_select.png)
8. From the Quick Action Details page, in the Instructions field, add your instructions and then assign the quick action to topics. You can assign the quick action to multiple topics.
    
    Quick action instructions define the action and detail the action’s goals, conditions, and requirements. Here’s an example.
    
    Name: Verify Customer Identity
    
    Description: Launches a flow at the start of a customer interaction dealing with issues related to credit issues to confirm the customer's identity according to company policy. Once executed, the flow guides the service rep through the required verification steps and logs the outcome (Verified or Not Verified) on the case record.
    
    ![Quick action assignment](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_assign.png)
9. Save your assignments.
10. Repeat steps 7 through 9 for each quick action you want to use in Service Assistant.
11. Optional: If you use the Draft Email or Close Case quick actions, provide these instructions. You can modify them.
    
    - **Close Case**: Closes the case when all required steps to resolve issues are completed and no further action is needed. Once executed, the support process is formally concluded and no additional steps can be performed.
    - **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.
12. After you complete your quick action assignments, click **Activate**. To make edits to your quick action instructions or make changes to what topics they’re assigned to, click **Edit** at the bottom of the page or click the pencil icon in the Instructions field.
13. Test your work by drafting a few service plans.

Keep in mind that 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. You must make changes to the topics or the Subject and Description fields of the case and then redraft the plan.

Also, when updating or creating new quick actions, they don’t automatically surface in drafted service plans. You must redraft the service plan.

**Example Service Plan with Quick Actions**

Here's an example service plan showing the quick action and topic instructions that form the plan steps. The examples follow the quick action instruction best practices described in [Guidelines for Creating Quick Actions](https://help.salesforce.com/s/articleView?id=service.sp_qa_gbp.htm&type=5&language=en_US). The samples also show both methods for combining quick actions with topics, as described in [Quick Actions with Topics](https://help.salesforce.com/s/articleView?id=service.sp_qa_topics.htm&type=5&language=en_US). For more examples, see [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.").

Keep in mind that there's no single method that guarantees your quick actions show in a service plan. We recommend trying out all our provided methods and guidelines. Also, quick actions might not show in plan steps right away. Try drafting a few plans first and then update your instructions if they don't show.

![Credit card issues case with 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_qa_library_plan.png)

Example 1: Verify Customer Identity. This example uses the independent instructions approach.

![Example quick action shown in a service plan with related topic instruction](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_setup_plan_ex.png)

Example 2: Notify Customer of Refund. This example uses the dependent instructions approach.

![Notify customer of refund example](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_setup_plan_ex\(5\).png)