To view the tasks within a CRM case

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The procedure to view the tasks within 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, 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 Grid View. All tasks linked to the CRM case are displayed in the Tasks summary table 1. Certain fields are worthy of special note and are captured in the table below.
  6. Click on Close.


Tip

1 By default, all tasks are displayed in reference number order; to aid the identification process, rows can be reordered by clicking on any of the available headings.

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.

Description

An explanation of the CRM task to be conducted.

Assigned To

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

Planned Start Date

The anticipated start date for the CRM task.

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.

Completion Date

The date on which the task was completed.

Status

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

SLA

A colour code indicator to summarise the status of each task relative to the target date (Green - Amber - Red). Green = The task is on track; Amber = The warning days limit set for the task has now been reached; Red = The target date set for the task has expired.


See related topics...

CRM task management overview

To add a task to a CRM case

To view the SLA compliance status for CRM tasks

Using the search facility