A missing detail needs an owner before it can become a reliable handover. Use action items for follow-up questions, documentation fixes, walkthroughs, and other transition work.
Create an action item
- Open the case's Action items tab.
- Select Add item.
- Enter a specific Title and supporting Description.
- Choose Priority, set a Due date, and select an Assignee from the case members.
- Select Add item to save it.
If the person you need is missing from the assignee list, check the case's Users tab. An unassigned item still needs someone to take responsibility for it.
Generate suggestions from the case
Use Generate action items in Case actions to get suggested follow-up work. Review the results before treating them as the plan. Check for overlap with existing tasks, confirm the owner, and make sure the deadline fits the transition.
Write an outcome, not a vague reminder
“Document reporting” leaves too much open. A more useful item is: “Add the Monday reporting procedure, dashboard link, and escalation contact before the successor walkthrough.”
Choose Low, Medium, High, or Urgent based on the consequence of missing the work. Prioritize responsibilities that could interrupt customer service, operations, or the next person's first week.
Review before completion
Revisit open action items as the last day approaches. Confirm which gaps were closed and who owns anything remaining. This makes the employee offboarding handover easier to coordinate without assuming that a prepared document means all the work is finished.