To add a task to a CRM case

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The procedure to add a task to a CRM case is as follows:

  1. Using the Advanced search spy-glass (), select CRM Case as the Search for and Search by category, and enter the Case Reference as the search criteria 1.
  2. With the Results tab in current focus, double-click on the row containing the exact record match, or return to the Criteria tab and refine the search filters. The Case Details window is displayed.
  3. Click on Tasks. The Tasks tab is activated.
  4. Click on New Task. The New Task window is displayed.
  5. Using the Task drop-down field, select an appropriate task for inclusion in the CRM case 2.
  6. Using the Predecessor drop-down field, select any prerequisite task that must be completed, or proceed to step 9.
  7. Using the Lag Period Unit drop-down field, select an appropriate frequency parameter for the delay between dependent tasks e.g. Minutes, Days, Weeks, Months, etc.
  8. Enter the Lag Period value into the field provided i.e. the Lag Period Unit multiplier 3. The Up and Down arrows are available to increment or decrement the value, as required.
  9. Optionally, where no task dependencies exist, enter the Delay Start Date Until value for the CRM task, as required, using the calendar icon () or type in the value directly i.e. to define the earliest start date; a time may also be specified using the clock icon () 4.
  10. Click on Save. Where the task definition dictates that an entity is required, the Select Task Entity window is displayed, ready to assign an entity to the newly-added task 5. This requisite step is covered separately in the topic To link an entity to a CRM task.
  11. Click on Save. Where the task definition dictates that ownership is not automatically ascribed to the task creator or named user, the New Task - Allocate Task window is displayed, ready to select the specific owner. This requisite step is covered separately in the topic To allocate an owner to a CRM task.
  12. Click on Save. The new task is displayed underneath the relevant SLA status heading and allocated the next sequential reference number; the status of the task is set to 'Pending'.
  13. Repeat steps 4 through 12 to add further tasks to the CRM case 6.


Note

1 Additional search criteria may need to be employed (e.g. start date range, case subject, company, status) to ensure that the correct CRM case is returned; an alternative Search by category of Contact, Contact Group or CRM communication may be selected to extend the available search fields.

2 Only those tasks defined within the CRM case subject are available for selection.

3 By way of example, where a dependency delay of five days was required between the predecessor task and the current one, a Lag Period of '5' would be inserted, coinciding with a Lag Period Unit of 'Days'.

4 System validation rules ensure that the date selected cannot overlap with any predecessor dependencies, with the permitted date and time entry formats being DD/MM/YY (or DD/MM/YYYY) and HH:MM respectively.

5 Where the task definition is linked to the same entity type as that of the parent case subject, the entity is automatically allocated to the newly-added task and no manual intervention is required.

6 A task can only be added once to a CRM case; where more than one instance of a task is required, a clone of the original definition must first be created and linked separately.


See related topics...

CRM task management overview

To link an entity to a CRM task

To allocate an owner to a CRM task

Using the search facility