This chapter covers the following topics:
Use the Task tab of the eBusiness Center to view and assign tasks pertaining to individual consumers, organizations, accounts, and organizational contacts.
A task you create here appears in the work queue of the individual you assign as the owner of the task.
Where you create a task determines how a task is categorized in the work queue. If you want to assign a task for a lead, then create the task in the Lead Center. Use the Opportunity Center to create tasks related to opportunities.
The task tab is divided into two regions. The left side presents the list of existing tasks you can view in the region to the right.
You can sort the list of tasks in the list by any column and can restrict the list to displaying only private tasks by selecting the Private check box. Selecting the Display All check box displays closed tasks in addition to open tasks.
You can use the right side of the tab to view the details of an existing task you have selected in the list or to enter a new task. To create a new task you must first click New.
Use this procedure to view all of the tasks assigned to agents regarding a consumer, an organization, an account, or an organizational contact. If you want to view tasks assigned to you, then use the Universal Work Queue instead.
Prerequisites
Steps
In the View Details region, select the name of the consumer, organization, contact, or account.
Select the Task tab.
The tasks associated with the customer are listed on the left.
Select the Display All check box to list both open and closed tasks.
If you want to view only private tasks, then select the Private check box.
Select a task on the list to view its details on the right.
If you want to see notes for a task, then click Task Notes.
If you want to see further details, then click Details.
Use this procedure to create a task for a consumer, an organization, an account, or an organizational contact. The task you create appears in the work queue of the individual you assign as the owner of the task.
If you want to assign a task for an opportunity or a lead, then create the task in the Lead or Opportunity tabs instead. Where you create a task determines how a task is categorized in the work queue.
Prerequisites
Steps
In the View Details region, select the name of the consumer, organization, contact, or account.
In the Task tab, click New.
Use the Lists of Values (LOVs) to enter the task type and priority.
Enter a name for the task in the Name field.
Enter a status.
Choose a date type.
Optionally, enter dates in the Start and End fields.
Select an owner type.
In Owner, use the LOV to enter the person who owns this task.
To assign the task to one or more resources, perform the following steps:
Click the ellipsis button beside the Assignee field.
Select a resource type from the LOV.
Select the resource from the LOV.
Use the LOV to change the status of the task.
If you want the task to display in the resource's calendar, select Show on Calendar.
Click OK.
Assignees cannot be removed after they are committed.
Enter a description.
If you want to enter notes for the task, then click Task Notes and enter the note.
If you want the task viewable only by you, then select Private.
Click Save.
The task appears in My Owned Tasks in Universal Work Queue for the person assigned as the owner of the task. It appears in My Assigned Tasks for each person added as an assignee. The last assigned assignee appears on the tab as Assignee. The task appears in the calendar for each assignee who has Show on Calendar selected.
Use this procedure to add a task during an interaction wrap up.
Navigation
Navigator > eBusiness Center > Wrap Up
Navigator > Lead Center > Wrap Up
Navigator > Opportunity Center > Wrap Up
Prerequisites
Steps
Select Create Task from the Follow Up Action list.
Enter a name for the task.
Use the LOV to select a task type.
Enter a start date.
Optionally enter an end date.
Use the LOV to select an owner type.
In Owner, use the LOV to enter the person who owns this task.
Use the LOV to select an assignee type.
Select an assignee for the task.
Enter a description of the task.
Click either End Interaction or Next Call.
The interaction wrap up information and your new task are saved.
You can create tasks using a template in the eBusiness Center, Opportunity Center, and Lead Center. The task is created for the party, account, opportunity, or lead.
Prerequisites
Steps
If you want to create a task for a party or account, then select one of the following in the eBusiness Center:
If you want to create a task for a consumer, then in the View Details region, select the name of the consumer.
If you want to create a task for an organization, then in the View Details region, select the name of the organization.
If you want to create a task for a contact at an organization, then in the View Details region, select the names of the contact and the organization.
If you want to create a task relating to an account, then, in the View Details region, select the account.
From the Actions menu choose Create Task from Template.
Use the Lists of Values (LOVs) to select a template group.
Use the LOV to select an owner type. The LOV displays resources.
In Owner, use the LOV to enter the person who is being assigned this task.
Click Create Tasks.
The task is created and available for viewing and editing.
Use this procedure to assign a task for an existing opportunity. The task you assign here appears on the work queue of the individual you enter as the owner of the task. This task also remains visible in this task tab. All members of the sales team can view, create, and edit tasks.
Steps
Display the opportunity in the Opportunity Center.
Select the Task tab.
Click New.
Use the Lists of Values (LOVs) to enter the task type and priority.
Enter a name.
Enter a date when you want this task to be performed in the planned Start field.
In Owner, use the LOV to enter the person who is being assigned this task.
Enter a description.
If you want the task viewable only by you, then select Private.
If you want the assignees notified about the task, then select Notify.
If you want to relate the task to other objects, then perform the following steps:
Click Related To.
The Related To window displays relationships to the opportunity number and the party displayed in the header.
Select an object type.
Select the name to relate to the task.
Optionally, enter a description of the task.
Click OK.
The Related To window closes.
Click Save on the toolbar.
Use this procedure to view tasks associated with an opportunity.
Steps
Display the opportunity in the Opportunity Center.
Select the Task tab.
If you want to see both open and closed tasks, then select Display All.
If you want to view only private tasks, then select Private.
Select a task on the list to view the details on the tab.
If you want to see further details, then click Details.
You can create tasks using a template in the eBusiness Center, Opportunity Center, and Lead Center. The task is created for the party, account, opportunity, or lead.
Prerequisites
Steps
If you want to create a task for a party or account, then select one of the following in the eBusiness Center:
If you want to create a task for a consumer, then in the View Details region, select the name of the consumer.
If you want to create a task for an organization, then in the View Details region, select the name of the organization.
If you want to create a task for a contact at an organization, then in the View Details region, select the names of the contact and the organization.
If you want to create a task relating to an account, then, in the View Details region, select the account.
From the Actions menu choose Create Task from Template.
Use the Lists of Values (LOVs) to select a template group.
Use the LOV to select an owner type. The LOV displays resources.
In Owner, use the LOV to enter the person who is being assigned this task.
Click Create Tasks.
The task is created and available for viewing and editing.