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Activities and Templates

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Activities are tasks that are required or have been performed for the customer. In a customer service environment, activities are often associated with a service request and represent steps taken to resolve a customer issue. Activity templates are available representing predefined groups of sequential activities required to resolve or diagnose specific issues. These templates provide a quick method of creating consistent activity sequences representing best practices for addressing customer issues.

Activities are also used to represent tasks in nonservice situations such as scheduling and recording meetings, appointments, and interactions with customers and prospects. If one task leads to follow-up tasks, it is possible to associate follow-up activity records with a parent activity record.

Activities can be viewed in several different locations, including the following:

My To Do List in the Activities screen. This list shows all the user's activities, regardless of status. Access this list by navigating to the Activities screen and choosing My To Do List from the Show drop-down list.
My To Do's in the Calendar screen. This list displays a subset of the data displayed in the My To Do List in the Activities screen, activities that have not been completed. For general information about using the Calendar screen, see Fundamentals.

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