Create Multiple Copies of Tasks

This release streamlines task management by leveraging the ability to create multiple copies of a task with a single click in Oracle TeleService. This feature enhances productivity by allowing support agents to replicate tasks quickly, specifying the number of copies needed, which is particularly useful for repetitive or standardized service activities.

Prior to this release, creating multiple instances of the same task required manual repetition, consuming valuable time and increasing the risk of errors.  

This feature helps reduce manual effort and save time by enabling service teams to efficiently create and manage tasks using task copy capabilities. It improves operational productivity and consistency by supporting common service scenarios such as generating multiple follow-up tasks or assigning similar tasks to different team members with minimal administrative overhead.

Feature Description
Service administrators can enable this feature by setting the Service: Create Copies of a Task profile option. If the profile option is set to Yes, in the new Create Task Copies window on the Tasks tab, support agents can choose the number of copies of a task when copying the task.

Service Request Window, Tasks Tab, Copy Task Button

Service Request Window - Tasks Tab

Create Task Copies Window

Create Task Copies Window

Steps to enable and configure

Set the Service: Create Copies of a Task profile option. This profile controls the display of the Create Task Copies window. 
Set the profile option value to Yes to display the window that allows support agents to create multiple copies of a task in the Tasks tab. If the profile option value is blank or No, then the application does not display the window and the Copy Task button creates only one copy at a time. The default value is Null.

Tips and considerations

  • Use this feature for tasks that are repetitive or follow a standard pattern to maximize efficiency gains.  
  • Verify the details of copied tasks to ensure they meet the specific requirements of each instance or assignee.  
  • Train users on how to specify the number of copies to avoid unintended duplication of tasks.

Key resources

Oracle TeleService Implementation and User Guide

  • Chapter: User Interfaces in Contact Center and Service Request Module
    • Topic: System Profile Options for Service Requests
  • Chapter: User Interfaces in Contact Center and Service Request Module 
    • Topic: About the Service Request Window

Transfer of Information
R12.2.13 TOI: Implement and Use TeleService