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Managing Activities for Cases

If a case requires follow-up activities, then agents can use the Activities view of the Cases screen to create the activities and assign each activity to a team member. The list of activities provides the history of the actions that you perform in connection with the case. When you create an activity for a case, the activity also appears in the Case Calendar view of the Calendar screen.

Citizens who are registered on a self-service Web site can add activities to the cases that they can access on the site. A citizen can access the cases for which the citizen's contact record appears in the Contacts view of the cases and for which the Web Access field is selected in this contact record.

The activities that citizens add on a self-service Web site also appear in the Activities view of the Cases screen. An agent can clear the Web Access field for citizen-created activities to deny citizens access to those activities. On a self-service Web site, citizens can view only the agent-created activities for which the agent selects the Web Access field.

This task is a step in Roadmap for Managing Cases.

To add an activity to a case

1. Navigate to the Cases screen, then the Case List view.
2. Drill down on the Case Name field of the case record.
3. Click the Activities view tab.
4. Create a new record, and complete the fields as appropriate.
5. In the new record, drill down on the Type field.
6. In the activity form, complete the additional fields, and select the activity display method in the Display In field.

Associating Activity Plans with Cases

You can associate an activity plan that has predefined activities with a case. To create a new activity template or modify an existing template, see Siebel Applications Administration Guide.

To associate an activity plan with a case

1. Navigate to the Cases screen, then the Case List view.
2. Drill down on the Case Name field of the case record.
3. Click the Activity Plans view tab.
4. Create a new record, and complete the fields as appropriate.
5. In the new record, select the predefined template in the Template field.
6. Scroll down to the Activities list to view the predefined activities that are associated with the activity plan.

Accepting or Rejecting Appointment Activities for Cases

Citizens can create appointment activities for cases on a self-service Web site. These activities have a Type field value of Appointment. Agents can complete the procedure in this topic to accept or reject these appointments.

To accept or reject an appointment activity for a case

1. Navigate to the Cases screen, then the Case List view.
2. Drill down on the Case Name field for the case associated with the appointment activity.
3. In the Activities list, review the information associated with the appointment activity.
4. To review documentation that is associated with the appointment, complete the following steps:
   1. Click the Attachments view tab.

      In this view, you can see all of the attachments that are associated with the case.

   2. In the Attachments list, drill down on the Attachment Name field for the attachment records that appear to review documentation might be associated with the appointment.
   3. Click the Activities view tab to navigate back to the Activities list.
5. In the Activities list, change the Status field of the activity for the appointment as follows:
   1. If you want to accept the appointment, then change the Status field to Confirmed.
   2. If you want to reject the appointment, then change the Status field to Declined.
6. (Optional) Enter text in the Description field of the activity to explain the reason for accepting or rejecting the appointment.

   On a self-service Web site, the citizen who is associated with the case might have already entered text in this field. Add to, but do not delete, the citizen's text. This citizen can view your text in the Summary field for the appointment request activity on the self-service Web site.