To place a CRM task on hold

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A CRM task can be placed on hold in circumstances where no action can be taken for a set period of time, and where the service level agreement 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.


The procedure to place a CRM task on hold 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 placed on hold within the overall CRM case.
  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 Hold Task 2.
  7. Click on Next. The Hold Task window is displayed.
  8. Using the Hold reason drop-down field, select a parameter value to qualify the circumstances surrounding the CRM task being placed on hold 3.
  9. Use the Notes field to add contextual data in support of the CRM task being placed on hold.
  10. Enter the planned Release date for the CRM task using the calendar icon () or type in the value directly; a time may also be specified using the clock icon () 4.
  11. Click on Save. The current status of the CRM task is updated to reflect the change; the SLA amber warning and target completion dates are also extended to take account of the scheduled 'on hold' period.


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 CRM tasks 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 System Case Task Hold Reasons.

4 The selected date must be in the future and entered in the format DD/MM/YY or DD/MM/YYYY; the permitted time format is HH:MM.


See related topics...

CRM task progression management overview

To release a CRM task currently on hold

To define a general lookup parameter value

Using the search facility