Smart Actions are now available within Action Plans

Action Plans can now include many of the SmartActions as a step in the plan (in other words, SmartActions that already appear in the Action Bar). Steps in an action plan can now include popular and common actions like Start Internal Conversation, Compose Message, and Assign to Me.

With the new option to include SmartActions in Action Plans, you have an expanded set of action types so that you can better present your Help Desk Agents and Case Workers with the best practice steps you want them to follow. By displaying the SmartAction as a recommended next step in the action plan, you can save the user the effort of needing to remember and find the SmartAction from the Action Bar or elsewhere in the UI.

Steps to Enable

No additional steps are required to add SmartActions to your Actions Plans. Any authorized Action Plan Administrator can begin adding Smart Actions to your organization's Actions and Plans immediately.

Key Resources

To learn more about Action Plans, review the Action Plans chapter of the Implementing Help Desk Guide. To learn more about Smart Actions, review the Overview of Smart Actions chapter of the Configuring Applications Using Application Composer Guide.

After release of this feature, a video demonstrating setup and use will be found at Help Desk - Oracle Video Hub.

Access Requirements

No new privileges or role are required to create or run SmartActions in your Action Plans.