Overview of Action Plans

Action plans are used to complete a series of steps or a sequence of events to resolve different types of requests.

You can associate action plans to service requests if you need to complete a series of steps or a sequence of events to resolve the request .

You can attach action plans to a many objects, such as service request using an administrator-defined template, or by adding individual actions. Actions can be can be required or optional tasks, basic steps such as tasks, or appointments, or more complex steps such as cases, opportunities, or processes. .

Be careful about spacing. You must remember that each conditioned sentence or phrase won't show in certain output. Here's what I mean.

You can add Action Plans to the following objects:

• Service Requests

• Cases

Agents can add either solo actions, or action plans. Actions can be required or optional tasks, activities, or appointments.

• Solo Actions are individual actions added to an object.

• Action Plans are added from an administrator-defined template. Action plans are made up of multiple actions.

By using actions and plans, users have:

• A visual aid to see the progress of a solo action or an action plan

• Any warnings on actions or plans

To use the Action Plans feature, set up actions, templates, and categories in Setup and Maintenance.

In Setup and Maintenance, navigate to Service > Action Plan. If Action Plan isn't displayed, use the Change Feature Opt In to activate Action Plans.

The following table shows the name and description of each action plan setup task.

Task	Description	Required
Manage Action Plan Profile Options	Manage profile options for the Action Plans feature.	Yes
Manage Action Plan Actions	Create actions that can be used for solo actions or in action templates. You can specify the category, type, duration, and visibility for each action.	Yes
Manage Action Plan Templates	Create templates to group similar actions to be added to an action plan.	Yes
Manage Action Categories for Action Plans	Action categories are used to facilitate finding actions to add to templates or directly to an action plan.	No
Manage Template Categories for Action Plans	Template categories are used by agents to filter and find templates to apply to an action plan.	No
Manage Mapping of Action Plan Status Values	Manage the global setup for status configuration. You can map task, appointment, or request attributes to an action status at a global level. Action status mapping can also be done at the individual action level.	No
Manage Process Integration for Action Plans	Configure the authentication from Fusion Service to your Process Automation instance. Note: Used for the Run Process through Action Plans feature. A subscription to Oracle Process Automation is required in order to take advantage of this feature.	No
Manage Action Plan Process Metadata	Manage the action plan process metadata. Note: Used for the Run Process through Action Plans feature. A subscription to Oracle Process Automation is required in order to take advantage of this feature.	No