CRM task progression management overview
A task is a discrete action that must be completed as part of a wider CRM case. Each task has three constituent elements that can be defined as part of its configuration: an owner (either an individual user or a group of users by association through a common system role), a service level agreement (dictating the duration over which it must be completed) and an entity (a related system field, integral to its progression). To support the completion of a task, a script can also be assigned to it, containing a sequence of instructions, guidance notes, questions and, where appropriate, links to other related sources of information that will be presented to the owner. Such scripts ensure that tasks are managed in a consistent way, irrespective of assigned owner.
Depending on the complexity of any given task, it will likely be progressed in stages, with each stage being thought of as an event within the lifecycle of the task. As events are added to the task, a historical picture of the progression status is compiled, ready for further review and analysis. In terms of the completion deadline allotted to the task, the expectations placed on the owner are governed by the overarching Service Level Agreement (SLA), as defined by the housing organisation in line with their published customer charter. Whilst the SLA operates right down to specific task level, it is applied in the wider context of other tasks that coexist within the parent CRM case. The SLA is set within the task definition, comprising a unit (days, weeks, months) and a period multiplier (an integer). Therefore, the target completion date for a live task is automatically calculated from the associated definition, based on the planned start date. Undoubtedly, there will be circumstances arising outside of the owner's control but which they can influence through the adjustment of the planned target completion date. An owner also has the ability to place a task on hold in situations where no action can be taken for a set period of time, and where the SLA might otherwise be unavoidably exceeded. For instance, it would be legitimate to place on hold a task where feedback has been requested from a tenant who is known to be on holiday. As part of the process, a future release date would also need to be specified for the task, ensuring that no open customer interactions remain static without a set progression point.
From an end user perspective, all assigned tasks - at individual and role level - can readily be viewed and progressed via the 'cases and tasks' Home pane. This is in essence a 'to do' list, with real time information presented on the status of each task. Simply by double-clicking on an entry included within the list, an end user can launch and progress the task.
Separate help articles have been created for each key aspect of CRM task progression management, including: