To view the SLA compliance status for CRM tasks

The procedure to view the SLA compliance status for CRM tasks 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, categorised by progression status.
4. Click on Switch View. Two alternative options are displayed: Grid View and SLA View.
5. Click on SLA View. All tasks linked to the CRM case are displayed as a series of cards, subdivided by SLA compliance status: On Target, Warning and Overdue 2.
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.

2 To return to the default view, with all tasks displayed in progression status columns, click on Switch View a second time and select Status View.

See related topics...

CRM task management overview

To view the tasks within a CRM case

Using the search facility