To create a new CRM task definition

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The procedure to create a new CRM task definition is as follows:

  1. Navigate to Quick Menu > CRM > Configuration > CRM Task Definition. The CRM Task Definition Configuration window is displayed.
  2. Click on New Task Definition 1. All fields are activated ready for data entry and the Classification is automatically set to CRM.
  3. Using the Companies drop-down field, multi-select all companies for which this CRM task definition is relevant, or choose the All option, as required 1.
  4. Using the Category drop-down field, select an appropriate module to which the task relates e.g. Anti Social Behaviour, Repairs, Rents, etc.
  5. Enter a Description for the CRM task definition into the field provided 2.
  6. Use the Information field to add contextual notes that detail the scope of the task.
  7. Where the CRM task definition relates to a specific module area, activate the Entity required tick box and choose the relevant Entity type using the corresponding drop-down field 3.
  8. Using the Script drop-down field, select an appropriate parameter value, where required, to match the task definition i.e. the corresponding end user guidance on, say, collecting incident diaries, taking a statement, creating a payment arrangement, contacting a repairs contractor, etc. 4.
  9. Optionally, where the task definition can be employed repeatedly within the same overarching CRM case, activate the Allow multiple instances tick box provided.
  10. Where the task's conclusion will influence future decisions in the context of the wider workflow path, activate the Outcome applicable tick box provided and multi-select the relevant Outcome types using the adjacent drop-down field 5.
  11. Choose an Effective from date for this CRM task definition i.e. the date on which it came into effect 6.
  12. Choose an Effective to date if the CRM task definition status is to be reviewed on a specific date or to capture a change of circumstances; a blank field means the definition will never expire.
  13. Click on Save 7.


Tip

1 Where only a small number of parameter values are not required, activate the All tick box first and then deselect individual items from the full list, as required; the All tick box will be automatically removed once an item is deselected.

Note

1 Upon first access, all fields are automatically activated ready for data entry; hence the New Task Definition button is inactive.

2 System validation rules ensure that the description entered for each CRM task definition is unique for the effective period.

3 The entity values available for selection are filtered according to the Category linked to the CRM task definition.

4 Only CRM task scripts matching the chosen Entity Type will be available for selection.

5 These custom values can be populated by the end user via the system parameter entry form entitled System Case Task Outcome Types, selecting the CRM classification heading.

6 The Effective from date defaults to the current system date and cannot be left blank.

7 To amend the details of an existing CRM task definition, expand the category heading and select an associated definition (or enter its name into the Search Task Definitions field) and repeat steps 3 through 13. By default the list is filtered to show Current CRM task definitions. An alternative filter can be applied using the Select view drop-down field: Expired, Future or All combinations. Only a limited number of fields can be updated once a record has been created.


See related topics...

CRM task maintenance overview

To add an information field to a CRM task definition

To allocate a role to a CRM task definition

To allocate a user to a CRM task definition

To add an SLA target to a CRM task definition