Plan and complete case work in Task Center

Tasks make the next action on a case explicit. Task Center brings work across cases into one place so a specialist can review their commitments and a lead can spot overdue dependencies. Each task belongs to a case; the case remains the source of customer context and communication. Task Center shows task details and actions. Use Open Case or Open Activity when you need the surrounding activity history.

Choose a useful Task Center view  ·  Create a task on the right case  ·  Manage the task through completion  ·  Write tasks that support customer commitments  ·  Track one specialist dependency from creation to completion  ·  Resolve task problems

Choose a useful Task Center view

1. Open Tasks in the app utilities to open Task Center.
2. Use My Day or My Open for your work; review Team Open, Overdue or Due Soon for upcoming customer commitments.
3. Other available views include Approvals, Important, Pinned, Created by Me, Unassigned and Recently Completed. All Open requires additional permission.
4. Open the task’s case or activity before acting. Confirm what the customer was told and whether a colleague already completed the dependency.

Create a task on the right case

1. Open the case and check its customer, owner and status.
2. Open the case’s Tasks area and choose Create Task when available.
3. Describe one concrete deliverable. Set the available ownership and due information, and include enough context for another agent to perform the work.
4. Save and verify that the task appears on the case and in the appropriate Task Center view.

Task creation and management require access to the case and permission to create case activities. Task controls can therefore be unavailable even when you can read the case.

Manage the task through completion

1. Read the task and its case context. Use the available actions to pin, rename or take unassigned work when permitted.
2. Record material findings on the case or in the appropriate internal discussion. Keep the task description focused on its deliverable.
3. Complete the task after the deliverable is done, then verify its state. Reopen it only when further work is needed and that action is available.
4. Use the configured approval process for approval-required tasks. They cannot be completed or reopened through the normal agent actions.
5. Send a separate customer update when needed. Completing a task does not itself confirm that the customer received an update.

Write tasks that support customer commitments

Use a task scenario for a repeatable set of tasks. Administrators configure those reusable sets separately; Task Center is where agents work the resulting case tasks.

Track one specialist dependency from creation to completion

A customer needs an answer after a maintenance window, and a specialist must compare two request examples first. A task should describe that deliverable and when it is needed, while the case keeps the wider customer conversation.

1. Open the correct case and review its current status and owner. If it is closed, decide whether reopening is appropriate: creating a task reopens a closed case.
2. In Tasks, choose Create Task when permitted. Write a concrete deliverable, such as “Compare failed and successful export requests and record the difference before the customer update.” Include the evidence location.
3. Set the available owner and due information. Make the due time support the actual customer commitment rather than simply copying the end of the day. Save and verify the task on the case.
4. Open Task Center and the appropriate personal/team view. Confirm the task appears under the intended scope and that the responsible colleague can access the case.
5. When the work is performed, record material findings on the case or appropriate internal activity. Complete the task only when the deliverable is done. Approval-required tasks follow their separate approval route.
6. Send the customer update through the case’s communication workflow. Completing the internal task does not prove that the customer was told. If new work is needed, reopen the task only when permitted or create the appropriate new action.

Pinning a task helps you return to it; it does not change the customer promise. If a task is blocked, record the dependency and next checkpoint. Marking it complete merely to clear an overdue list hides the work from the team.

Resolve task problems

Continue learning

• Configure reusable task scenarios
• Work the case through resolution
• Coordinate through discussions and mentions