To bypass a CRM task

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The procedure to bypass a CRM task 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 CRM Case Details window is displayed.
  3. Click on Tasks. The Tasks tab is activated, revealing all ad hoc tasks assigned to the CRM case, together with those included in the underlying workflow structure, as displayed in the Tasks summary table.
  4. Highlight the specific row matching the task to be skipped within the overall workflow path.
  5. Click on Task Actions. The Task Actions window is displayed.
  6. Using the Select action drop-down field, select the specific status progression value of Bypass Task 2.
  7. Click on Next. The Bypass Task window is displayed.
  8. Using the Bypass reason drop-down field, select a parameter value to qualify the circumstances surrounding the CRM task being skipped within the overall workflow path 3.
  9. Use the Notes field to add contextual data in relation to the CRM task being skipped.
  10. Click on Save. On returning to the Tasks tab, the status of the CRM task is set to Bypassed and the End date is stamped with the current system date and time; all dependent tasks within the overall workflow structure will be preserved, awaiting onward progression.


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 This option is active only for non-mandatory tasks included within a CRM workflow path that are currently in progress i.e. with a status of Live.

3 These custom values can be populated by the end user via the general lookup parameter entitled Task Bypass Reasons.


See related topics...

CRM task progression management overview

To cancel a CRM task

To place a CRM task on hold

To define a general lookup parameter value

Using the search facility