Set Up Actions and Action Plans

If you've standard processes that should always be followed for particular issues, for example, if there's a set repeatable process for investigating a payroll issue or investigating a grievance, then you should consider setting up Action Plan Templates.

What’s the difference between an Action and an Action Plans? An Action can be used for a kind of escalation and is a single action. An Action Plan can contain one or more actions that must be completed in a particular sequence.

If you want to set up an Action to draft Knowledge from an HR Help Desk request, the following will be helpful: Oracle Help Desk Cloud 23D What's New