Create Case Task

Explanation

This activity is used to create case task/s by any organisational user against his/her case. The case is either queued to a call center queue or directly dispatch to a respective person.

Prerequisites

• The task type, task activity, and task completion must have been entered in the Case Task Basic Data window.
• The case must have been created and the current case must have been retrieved to the window.
• The case must have been accepted from the support queue.
• To create a case task from an existing template, a case task template must have been entered in the Case Task Basic Data window.

System Effects

As a result of this activity, the case task will be created.

Related Window Descriptions

Create Case Task
Case

Procedure

1. Open the Aurena > Call Center Lobby Page.
2. Select Create Task and click on it.
3. Select the Case, to which it require to add tasks.
4. To add tasks from a template, select the slider “Add Task From Task Template” and select the appropriate Task Template from the LOV. Possible to Finish the assistant in this step if required.
5. If not selecting a task template, add task information such as Activity and Type.
6. Select the Queue to dispatch the case task and an Assigne if needed.
7. Finish the assistant.

From Case page

1. Open the Aurena > Call Center Lobby Page.
2. My Open Cases > Select the case to which it require to add tasks. It opens Case page.
3. slect the Tasks tab and Click on New.
4. Add Activity, Task Type and Task ID if necessary and Save.