To revise the SLA target date for a CRM task

The procedure to revise the SLA target date for 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 for which an alternative SLA target date will be applied.
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 Revise Target Date 2.
7. Click on Next. The Revise Task SLA window is displayed, revealing the current target completion date for the CRM task together with the derived SLA duration.
8. Enter the planned Revised target 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 () 3.
9. Using the Revision reason drop-down field, select a parameter value to qualify the circumstances surrounding the change of SLA target date for the CRM task 4.
10. Use the Notes field to add contextual data in support of the revised SLA target date.
11. Click on Save. The SLA target date field reflects the applied change and the scheduled SLA amber warning is automatically adjusted 5.

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 The option is active only where the Revision allowed attribute has been configured for the underlying CRM task definition.

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 SLA Revision Reasons.

5 System validation rules ensure that an extended Revised Target Date for an individual task does not exceed the overall SLA for the associated CRM case unless an exception has been configured within the underlying subject definition.

See related topics...

CRM task progression management overview

To place a CRM task on hold

To release a CRM task currently on hold

To reassign ownership of a CRM task

To add an SLA target to a CRM task definition

Using the search facility