To complete a CRM task

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The procedure to complete 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 completed.
  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 Complete Task 2.
  7. Click on Next. The Complete Task window is displayed.
  8. Enter the Completion date of the CRM task using the calendar icon () or type in the value directly; a time may also be specified using the clock icon () 3.
  9. Using the Completion reason drop-down field, select a parameter value to qualify the circumstances surrounding the completion of the CRM task e.g. Meeting Arranged 4.
  10. Use the Notes field to add contextual data in support of the formal completion of the CRM task.
  11. Using the Late completion reason drop-down field, select a parameter value to qualify the circumstances surrounding the SLA target completion date having been exceeded for the CRM task; the corresponding Late completion notes field can be used to capture contextual data in support of the SLA breach 5.
  12. Click on Save. On returning to the Tasks tab, the current status of the CRM task is set to Complete and the End date is stamped with the recorded value; where a dependent task exists in the overall workflow structure, its status is automatically updated from Pending to Live.


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 support provision tasks that are currently in progress i.e. with a status of Live.

3 The permitted date entry format is DD/MM/YY or DD/MM/YYYY; the permitted time entry format is HH:MM.

4 These custom values can be populated by the end user via the general lookup parameter entitled System Case Task Completion Reasons.

5 These fields are activated only in the instance where the SLA target completion date for the CRM task has expired.


See related topics...

CRM task progression management overview

To cancel a CRM task

To place a CRM task on hold

To start a CRM task

To define a general lookup parameter value

Using the search facility