You can create different types of actions that can be used
in escalations, service level agreements, or workflow processes.
Creating action records
You can create action records that can be used as part
of an escalation, a service level agreement, or a workflow process.
You can create different types of actions.
Creating action groups
You can create a GROUP type of action that contains two
or more action records. When the actions in the group are activated,
you can specify a sequence to use for those actions.
Creating actions specific to workflow
You can create actions that are associated with a workflow
process. Workflow processes use actions to move records through a
process and to trigger events, such as status changes.
Creating actions specific to escalations
You can create actions that are associated with an escalation
record. An escalation is a mechanism to monitor time-sensitive records,
which can take actions or send notifications when a record reaches
a defined escalation point.