This process consists of defining basic data for the task type, task activity, task template, and task completion. This provides the basic data needed to handle case tasks for the cases within call center, enables you to determine pre-selected case tasks for a case, to determine how the due date should be calculated for certain case activities, and to group case tasks in a task template.
The task type defined is used to determine the nature of the case task. You can use the task type to indicate which level of the support organization should deal with the case task, e.g., 1st line support, 2nd line support. You can also enter a description of the task type.
For each task type that you specify, you can enter one or more activities that have to be performed to complete the case task. You can also enter a description for each activity. You can pre-select certain task activities so that they would automatically be added as case tasks when a case is created. You can also configure the automatic opening of the Dispatch Task dialog box for the case tasks as they are created in cases. You can also define the estimated time needed to complete each activity. You can specify the method by which the system should calculate the time for the activity.
Use the task template to define a group of activities. You can enter a description for each template. The activities for the task template are selected from the activities that have already been entered, but you can modify the time needed to complete the activity and the method to be used to calculate the time for the activity. You can add these activities to a case by selecting the relevant task template. If you connect a task template to a case category, the task template will be used for the case when the relevant category is selected.
You can specify a completion code to be used when a case task is completed or closed.