Work with tasks

There are several actions you can take regarding tasks.

Create a new task

  1. Select the Tasks tab from the Inquiry Details pane.
  2. Select New Task.

    Image showing the New Task window.

  3. Select the Task Type and enter a Short Description.
  4. Enter a Detailed Description of the task.

Be specific regarding the task activities, because this aids the assignee in completing your task.

  1. Set a Reminder Date and Due Date for the task.
  2. Select Add to assign the Assignment Group, and then select Add again to assign to a particular assignee.

    Image showing the Add Assignee window.

  3. Select Submit.

Locate an existing task

There are several ways to locate a task.

Inquiry dashboard

In the Inquiry dashboard, there are two tabs for tasks: one for My Tasks and one for My Team's Tasks. These tabs function like the Inquiry tabs labeled My Inquiries and My Team's Inquiries respectively.

Tasks dashboard.

Inquiry Tasks tab

With an Inquiry open, select (Tasks). Here, you can see all the tasks associated with this Inquiry.

Tasks tab of inquiry details

Search for a task

You can use the search bar to find tasks in the same way that you search for Inquiries and clients.

Search options.

Complete a task

After you select a task, you can see the task details.

Task details pane

There are several ways to manage and complete tasks.

Edit task information

  1. On the Task Information tab, select (Edit).

  2. Make the necessary changes.

  3. Select Submit.

Add notes

You can add notes to a task in the same way as you add notes to an Inquiry.

All notes on a tasks are Work Notes.

  1. Select the Notes tab.

    Task notes tab.

  2. Select the Enter note here field.

  3. Enter your note.

  4. Select Submit.

Add attachments

  1. Select the Attachments tab.
  2. Select (Add Attachments).

  3. Browse for your file.

    You can attach the following file types.

    ACH DOC P12 SQL
    ACS DOCX P7B T01
    ASCII EPS PCAP TIF
    AUD EVT PCAPNG TIFF
    BAK EVTX PDF TRC
    BMP EXP PMS TRP
    CERT FCO PNG TXT
    CFG FFP PPT VSD
    CMP FLS PRN XLS
    CRT FMT QBO XLSM
    CSS FTP QFX XLSX
    CSV GIF RAR XML
    CTX HTM RF0 XPS
    DAT JPEG RF1 ZIP
    DB JPG RPT ZIPX
    DB2 LMF RTF  
    DEF LOG SAV  
    DIS MSG SMT  
  4. Select Upload.

All items attached to tasks are internal-only.

Escalate a task

  1. Select the Tasks tab from the Inquiry Details pane or open one of your Tasks filter tabs.

  2. Select the task you want to escalate. The Task Details pane appears.

  3. Perform one of the following procedures to escalate a task.

    When a task is assigned to an associate, a first level escalation sends an email notification to the associate and the manager of the assignment group that the task is assigned to.

    When a task is not assigned to an associate, a first level escalation sends an email notification to all members of the task's assignment group including the assignment group's manager.

    1. Scroll to the bottom of the task.

    2. Select Escalate Task.

    3. Enter the reason for the escalation.

    4. Select Confirm.

    When a task is assigned to an associate, a second level escalation sends an email notification to the associate assigned to the task, their manager, the manager of the assignment group assigned to the task, and that person's manager.

    When a task is not assigned to an associate, a second level escalation sends an email notification to all members of the task's assignment group, the assignment group's manager, and that person's manager.

    1. Scroll to the bottom of the task.

    2. Select Second Level Escalation.

    3. Enter the reason for the escalation.

    4. Select Confirm.

Close a task

  1. From the Task Information tab, select (Edit).

  2. In the State field, select Closed.

    Task status list.

  3. Select Submit.