Desc: Bring Structure to unstructured processes. Action Items allow users to capture and track ad-hoc tasks that may be needed to move a process forward, but are not a standard part of the process.
What is an Action Item
An Action Item is an ad-hoc task that can be associated with any record and completed by any user who has access to view it. The Action Item requires a Subject line, though will default to “Action Item - the Creator’s Name - the Associated Record Name” if left blank.
Once created, a user can click into the Action Item, update the Subject Line, add a due date, @mention teammates, add notes for context, tag related records and upload files.
Creating an Action Item
There are several places within the system to create Action Items.
- From Home in the User’s In Progress Menu
- From a Conversation-- whether from Home or within a record-- while hovering over the relevant post
- From the Action Items Menu on a record, found under Apps and the Activities Menu
- From within a Task on a Workflow-- whether from Home or within the Workflow Task
Tagging Associated Records to An Action Item
Often Action Items pertain to records in the system, such as an Account, a Bid Opportunity or a Carrier. If this is the case, you are able to tag the appropriate record(s) into the Action Item. If Action Item is created from a conversation post, a record or a task, the relevant record will already be tagged.
If you are tagging a record after creating the Action Item, or adding additional records, click into the search bar and choose which record type you would like to browse. The first 20 records will be displayed in alphabetical order.
To limit the list of possible records, begin typing the desired record’s name. See the example above, in which we’ve chosen the Account Record type, then begun typing the name of the account, Falcon Industrial. From here, we can click to add this account to the Action Item.
Accessing and Editing Action Items
An open Action Item may be viewed from the Home screen In Progress Menu. They will appear for the creator as well as all team members who have been @mentioned. Action Items are identifiable via the checkbox found to the right of the screen. Clicking this checkbox will complete and close the Action Item, moving it under the History Menu.
Using the filter on the In Progress, Agenda or History Menus, you can also update the toggles to view only Action Items if you so choose.
Action Items attached to a record will also appear on the Action Items Menu page for that record. A single Action Item may appear on multiple records if multiple records have been tagged. You can also use the toggle in order to see all open Action Items on a record or all completed Action Items.
Once accessed, an Action Item can be updated by any user. The user can click into the Action Item and update the due date, @mentions, notes, tagged records and uploaded documents.
Completing Action Items
An Action Item can be completed by any user that can view the action item. For example, if the user has access to the record or conversation on which the Action Item is created, they will be able to click into the Action Item, view the information and click the check mark to complete it. The system will display who completed it.
If a user is @mentioned or the creator, the Action Item will be available in their In Progress Menu from which they can complete it by clicking the checkbox to the right of the item.
This will mark the Action Item complete and move it under the History Menu for all @mentioned users. It will also display who completed it.
Deleting Action Items
If no longer relevant, the creator can delete an Action Item by clicking into it, clicking the three ellipses in the upper right hand corner and then choosing Delete. Please note, this is a HARD delete, fully removing the item from the database.
Action Items are currently available on tasks within the Mobile App. From the Agenda, click into a pending task. As in the desktop version, you will have the option to add and complete Action Items near the bottom of the task.