To start a CRM task

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<This topic is in draft form only - it has been constructed solely from the corresponding requirements documentation and supporting use cases>


The procedure to start 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 commenced 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 Start Task 2.
  7. Click on Next. The Task Script window is displayed, revealing the compiled script linked to the task definition, instructing the end user on questions they need to ask and the related actions that need to be conducted.
  8. Complete all relevant sections and subsections of the script - revealed via conditional and progressive branches - in line with local policies and procedures.
  9. Click on Finish. The completed sections of the script are stored for subsequent retrieval, accessible via the Script Responses tab.
  10. Once complete, the Task Details window is displayed, ready to progress all activities pertinent to the CRM task.


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 in the instance where the overarching task definition is linked to a script.


See related topics...

CRM task progression management overview

To complete a CRM task

To cancel a CRM task

Using the search facility