Actions in Smart Access let leaders create quick, targeted tasks for coaching, engagement, investigation, and follow-up, without setting up a full multi-step workflow. Where an Action Plan sequences a series of steps over time, an Action is a single, standalone entry: a Coach conversation, an Engage check-in, an Investigate write-up, or a Validate Fix confirmation, created in the moment it's needed.
This page is your starting point. It explains what Actions are, how they differ from Action Plans, walks through the Action lifecycle, outlines who is responsible for each step, and points to the detailed guide for creating and using them.
In this article:
What is an Action?
An Action is a single, standalone task used to document a coaching conversation, initiate a check-in, investigate a concern, or verify that a corrective step has been taken. Actions are built from a few core pieces:
Type — The intent behind the Action (Certify, Coach, Engage, Investigate, Observe, Skill-build, or Validate Fix). The type determines how the entry is categorized and how it appears in reporting.
Title & description — A clear label and a rich-text record of what was discussed, agreed upon, or found.
Assignee & due date — Who owns the follow-through, and by when.
Related content — Optional links to the Observation, Skill Build, or prior Action that prompted this one, so the coaching trail stays connected.
Actions are visible on the dashboard while open and are removed from the list once completed.
Actions vs. Action Plans
It's easy to confuse the two since the names are similar, but they solve different problems:
Feature | Actions | Action Plans |
Purpose | A single task for coaching, follow-up, or investigation | A multi-step, sequenced workflow (e.g., onboarding, ramp plan) |
Created from | Associate Profile (Assign/Add → + Action) or Navigator (+ Add action) | Org Admin settings, then assigned via Assign/Add → Action Plan |
Structure | One entry with a title, description, assignee, and due date | Sequential steps, which can include Skill Builds, Observations, and sign-offs |
Best for | Quick, targeted coaching moments and accountability | Comprehensive training paths and compliance workflows |
In short: reach for an Action when something needs quick, targeted follow-through right now, and an Action Plan when a process needs to unfold in a defined sequence over time.
Action types at a glance
Type | Where available | When to use |
Certify | Profile, Navigator | Assign or complete a certification |
Coach | Profile, Navigator | Awareness or alignment gap — not a skill gap |
Engage | Profile, Navigator | Signals are ambiguous — need context before acting |
Investigate | Profile, Navigator | A systemic or recurring issue — not isolated to one person |
Observe | Navigator | Validate behavior against the standard |
Skill-build | Navigator | The associate needs guided practice or progression |
Validate Fix | Profile, Navigator | Confirm a fix worked and behavior stabilized |
Certify, Observe, and Skill-build only appear as Action types in Navigator — from an Associate Profile, those have their own dedicated paths under Assign/Add.
Navigator
Associate Profile
The Action lifecycle
Create — A leader creates an Action from an Associate Profile or Navigator, choosing the type that matches the intent.
Assign — The Action is assigned to one or more leaders or coaches, with an optional due date and a "prevent reassignment" flag when ownership matters.
Document — The assignee records the conversation, findings, or check-in details in the description field, linking related content where relevant.
Complete — Once the follow-through is done, the Action is marked complete and drops off the dashboard's Actions list.
Chain (optional) — Many Actions lead to another: a Coach Action to an Observe Action to confirm behavior change, then a Validate Fix Action to close the loop.
Who does what
Role | Responsibilities |
Leaders / Managers | Create Actions, choose the right type, and assign them to the appropriate coach or leader. |
Coaches / Trainers (assignees) | Carry out the follow-through — the conversation, check-in, investigation, or validation — and document it in the Action. |
Associates | Participate in the coaching conversation, check-in, or observation the Action documents. |
Explore the Actions guide
Ready to create your first Action? This step-by-step guide covers where to start, each Action type in detail, and both creation paths:
How to Create and Use Actions in Smart Access — A complete guide for Leaders and Managers on using Actions to document coaching, engage associates, investigate issues, and validate corrective fixes.
Quick tips & where to start
New to Actions? Start with How to Create and Use Actions in Smart Access for the full decision guide on choosing the right type.
From an Associate Profile, only Coach, Engage, Investigate, and Validate Fix are available — Certify, Observe, and Skill-build require Navigator.
Use specific, dated titles (e.g., "Follow up on error rate discussion — Putaway (3/28)") so Actions are easy to find later.
Link related content whenever an Action stems from an Observation, Skill Build, or prior Action — this is what builds the coaching trail.
Think in loops, not one-offs: a Coach Action often leads to an Observe Action, then a Validate Fix Action to close things out.
💡 Tip: If you get stuck at any step, reach out using the in-app chat icon or email [email protected].
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