Action plans are a series of steps that defined and followed to manage interactions with leads and customers. Action plans can help department heads better manage and structure the day-to-day actions of team members. One example of an action plan is assigning a sales representative a lead and a series of things to do to turn that lead into a customer. Another action plan might help a customer service rep follow through with a client inquiry using templated best practice methods. Action plans usually contain one or more phases, each with one or more steps. Action plans can also be used in the help desk module. Action plans must be set up by a user who has Administrator privileges. A person who does not have administrator privileges will not see the Admin icon in ConcourseSuite. The steps for creating an action plan in the Admin tab are generic when configuring one for either accounts or help desk.