To view a CRM task summary

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The procedure to view a CRM task summary 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, revealing a list of all tasks linked to the CRM case, displayed as a series of cards and categorised by progression status.
  4. Highlight the specific card matching the existing task to be reviewed.
  5. Click on Task Summary. The Task Summary window is displayed, revealing further details of the task. Certain fields are worthy of special note and are captured in the table below.
  6. Click on Close.


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.


Field

Description

Task Reference

The unique internal reference number for the CRM task.

Case Reference

The unique internal reference number assigned to the parent case.

Name

The name of the CRM task to be conducted.

Planned Start Date

The anticipated start date for the CRM task (this component is only displayed if the task is not already in progress).

Actual Start Date

The actual date on which the CRM task was formally started.

Target Date

The SLA target completion date for the CRM task, derived from the component definition.

Completed Date

The date on which the CRM task was completed.

Status

The current progression status for the CRM task i.e. Pending, Open, Completed, On Hold.

Assigned To

The allocated owner of each CRM task, specifically an individual end user or a role.

Created By

The name of the end user who created the CRM task.

Created Date and Time

The date and time stamp recorded for the CRM task at the point of creation.


See related topics...

CRM task management overview

To start a CRM task

To add a task to a CRM case

To view the SLA compliance status for CRM tasks

Using the search facility