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End-User Procedures for Activities

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As agents work with activities to resolve customer service issues, consider these suggestions:

Determine if work has already been performed to resolve the request
Record new activities performed to help resolve the request
If appropriate, use an existing activity plan with a proven sequence of activities to help resolve the request
As activities are completed, set the activity's status to Done.

The following sections include information about working with activities:

Researching a Service-Related Activity
Adding an Activity to a Customer Request
Assigning an Activity to a Team Member
Using an Activity Plan to Resolve Customer Issues
Associating a Follow-Up Activity with a Parent Activity
Sharing Activity Information

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