Configure Action Plan Actions

Action plan actions enable Triage and Resolution AI agents to display recommendations in the SR.

To configure the action plan actions, you need to:

• Configure Profile Options
• Set the Visibility

Configure Profile Options

1. In Setup and Maintenance, click , and search and select the Manage Administrator Profile Values task.
2. Configure the required profile options.
   • For Triage Agent:

     Stripe Code	Profile Option	Profile Option Value
     CRM	ORA_SVC_TRIAGE_AP_DEFAULT_AGENT_ACTION	0RA_SVC_TRIAGE_ACT_101 - Triage Plan
     HR Help Desk	ORA_SVC_TRIAGE_AP_DEFAULT_HRHD_AGENT_ACTION	0RA_SVC_TRIAGE_ACT_102 - Triage Plan
     ISR	ORA_SVC_TRIAGE_AP_DEFAULT_ISR_AGENT_ACTION	0RA_SVC_TRIAGE_ACT_103 - Triage Plan

   • For Resolution Agent:

     Stripe Code	Profile Option	Profile Option Value
     CRM	ORA_SVC_AP_DEFAULT_AGENT_ACTION	0RA_SVC_ACT_101 - Resolution Plan
     HR Help Desk	ORA_SVC_AP_DEFAULT_HRHD_AGENT_ACTION	0RA_SVC_ACT_102 - Resolution Plan
     ISR	ORA_SVC_AP_DEFAULT_ISR_AGENT_ACTION	0RA_SVC_ACT_103 - Resolution Plan

3. Click Save.

Set the Visibility

1. In Setup and Maintenance, click , and search and select the Manage Action Plan Actions task.
2. Search for the required plan:
   • For the Triage agent, search for "Triage Plan" and click the Triage Plan for your stripe.
   • For the Resolution agent, search for "Resolution Plan" and click the Resolution Plan for your stripe.
3. Set the value of Visibility to Customer Visible and click Save.