36Task Templates

This chapter contains the following:

By creating task templates, you can present groups of tasks for salespeople working sales deals. For example, you can create an opportunity task template that displays a set of tasks that need to be performed while working an opportunity. The tasks generated from the templates are accessible to salespeople in the Activities tab within the applicable sales business object work area.

You can create task templates for the following sales business objects:

  • Opportunity

  • Lead

  • Campaign

  • Customer

Task templates have such attributes as name, status, type and subtype. Task templates can be striped by business unit in a multiple-business-unit implementation, allowing you to have templates available only to a single set of users.

Setup Tasks

When you create task templates, you first create a task template and then you create the individual tasks.

To get started, you must search for the appropriate task template setup task in the Setup and Maintenance work area. Here's a list of the task template tasks for the supported business objects.

Business Object Setup Task

Opportunity

Manage Sales Task Templates

Lead

Manage Sales Lead Task Template

Campaign

Manage Marketing Campaign Task Template

Customer

Manage Customer Center Task Template

Here's how to create a task template.

Note: In this procedure, the opportunity business object is used as an example. However, the procedure to create task templates is the same for all objects.
  1. Sign in as the sales administrator or as a setup user.

  2. In the Setup and Maintenance area, go to the following:

    • Offering: Sales

    • Functional Area: Sales Foundation

    • Task: Manage Sales Task Templates

  3. In the Task Template section on the Manage Sales Task Templates page, click the Add icon.

    The Create Template dialog box appears.

  4. Enter the following in the Create Template dialog box:

    Field Description Example

    Template Name

    Enter the name of the template.

    Sales Coach

    Description Template Set

    Enter a brief description about the template name, if required.

    Sales coach template set.

    Active

    Indicates that the template is active. The check box is selected by default.

    Active

    Template Type

    The business object to which the task template is associated is set as default.

    Opportunity

    Subtype

    The default value is blank. If you want to create a task template for assessment you must select Assessment. Otherwise, leave the field blank.

    Assessment

    Template Set

    Select the template set (Set ID) that you want to associate with your business unit.

    Common Set

  5. Click OK.

    The task template is created.

  6. To create tasks for the task template, click the Create icon in the Details section.

    The Create Task dialog appears.

  7. Enter the following in the Create Task dialog box:

    Field Description Example

    Subject

    Enter the subject of the task.

    Check Service Requests

    Description

    (Optional) Describe the task.

    Service request task

    Lead Time

    (Optional) Enter the lead time for the task.

    If you enter a lead time the task will begin after those many days. If a task is created from the task template on January 10, and the lead time value is 2, then the task start date is January 12.

    Type

    (Optional) Select a type for the task.

    Call, Chat, Demo, E-Mail, Meeting

    Template Duration

    (Optional) Define the due date for the task. The due date is calculated based on the template duration value and the task start date.

    If the duration is blank in the template task, the task is created without a due date.

    If a task start date is January 12 and the template duration is set to 3, then the task due date is January 15.

    Priority

    (Optional) Select a priority for the task.

    High, Medium, Low.

  8. Click OK.

    The task is created for that task template.

Note: After you create task templates, there may be additional steps needed for the tasks to display for end users. For example, with opportunities, you associate the task template with sales stages (see the topics for opportunity sales stages and sales methods setup for more information).

This example illustrates how to create a task template that represents a business process.

Scenario

A sales manager wants to create a task template for her department's client product demonstration process.

Client Product Demonstration Activities

The client product demonstration process occurs regularly. The sales manager doesn't want to manually create tasks for this process every time it occurs, so she creates a task template that includes the business process activities. Each time she repeats the business process, she can use the task template to automatically generate the appropriate tasks that need to be performed.

Analysis

The business process consists of these activities:

  • Book a conference room.

  • Create an agenda.

  • Confirm the date and time with the client.

  • Make arrangements with presenters.

  • Deliver product demonstration.

  • Follow up with client.

Client Product Demonstration Task Template

Based on the analysis of the business process, here's the task template she creates:

Task Template Name: Client Product Demonstration

Task Category Lead Days Duration Days

Book conference room

Preparation

1

1

Create agenda

Preparation

1

1

Confirm date and time with client

Call

5

1

Schedule presenters

Preparation

5

2

Deliver demonstration

Demonstration

7

1

Follow up with client

Call

10

1

Implementation Concepts for Task Templates

A task is a unit of work to be completed by one or more people by a specific completion date. Creating tasks can be simplified by using task templates, which are groups of tasks.

Define Tasks

You define a task with a description, due date, and category. Each task has an owner, who oversees or is responsible for the task, and one or more assignees who perform the work.

You can associate tasks with a business object, such as an opportunity, a customer, or one or more external contacts. Tasks can also have notes for general information and attachments for tracking email or project documents.

Define Task Templates

Often, a process includes a set of tasks that users need to do repeatedly. To make repetitive tasks quicker and easier, you can define task templates that salespeople then use when working on a particular business object. The salesperson simply selects the appropriate task template for the process at hand, and the application creates the tasks and associates them with the business object being worked.

Note: You can modify the task object using Application Composer. For more information, see the Extending CX Sales and B2B Service guide.

Tasks can have the following statuses by default. You can change or delete these statuses, or add more to fit your needs.

Here's a list of task statuses and their meanings.

Status Meaning

Canceled

The task was canceled.

Complete

The task was completed. You can change this status to another one as needed.

In progress

The task is currently active and being worked on.

Not started

The task hasn't yet been started.

On hold

The task isn't actively being worked on, but hasn't yet been completed.

If a task is set to Complete, the Percentage Complete field for the task is set to 100 percent, and the end date is set to the current date.

Note: If you change the status of a Complete task to something else, the Percentage Complete field value doesn't change automatically.

Assessments Integration

One of the steps for creating an assessment template is associating task templates. You would take this step if you want to recommend sets of tasks to be done after an assessment is performed using your template. You associate task templates to ranges of scores in the assessment template, and where the overall assessment score falls within those ranges determines the tasks that are suggested to be performed after the assessment.

Assessment template to task template relationships

Assessment Template

An assessment template is a set of weighted questions and possible responses used to evaluate the health of a business object such as an opportunity or a lead. An assessment template can be associated with one or more task templates that are recommended based on the outcome of an assessment.

Task Template

A task template is an instruction to generate a group of related activities. By marking a task template with a subtype of Assessment, you make that task template available for association with assessment templates. The task template's business object type should be the same as that assigned to the assessment template. When an assessment is performed using an assessment template that has associated task templates, one or more task templates are recommended based on the total score of that assessment and can be used to generate a list of activities to perform.

For example, you can associate a task template named Engage Business Development Manager, with your assessment template, named Potential for Win-Win. Associate the task template with the score range of 86 to 100. If an assessment using the assessment template Potential for Win-Win scores within that range, the application recommends the Engage Business Development Manager task template and a list of follow-up activities based on that template can be generated.

Associate Task Templates with Assessment Templates

You can associate task templates with assessment templates to recommend tasks to salespersons based on the assessment outcome. As a result of the association, a set of related tasks appear as follow-up activities after a salesperson completes the assessment for an object.

Task templates are predefined, individual tasks that you can group together and associate with an object. Template tasks are a set or group of individual tasks from the task template. You can only create a task template for these objects:

  • Opportunity

  • Lead

  • Campaign

  • Customer

Note: To be available for selection, the task template must have a subtype of Assessment and belong to the same object as the assessment template. For example, when creating an assessment for an opportunity, you must select an opportunity task template.

Here's how to associate task templates:

  1. In the Setup and Maintenance work area, go to the following:

    • Offering: Sales

    • Functional Area: Opportunities

    • Task: Manage Opportunity Assessment Templates

  2. In the Manage Opportunity Assessment Templates page, click Create and follow the setup steps.

    Note: The last task in the setup flow is to associate task templates.
  3. Navigate to the Associate Task Templates page.

  4. Click the Create icon.

  5. Select the task template that you want to associate with the assessment template.

  6. Click OK.

    The selected task template appears in the Associate Task Templates page.

    Note: If you enter a score range, you can view the task template only when the assessment is within that score range.
  7. Click Save.

    The task template is now associated with the assessment template.

Create the task template with a subtype of Assessment.

Partner Integration

Create Partner Task Templates

A task template is a group of tasks associated with a business object, such as Partners. Users with the Customer Relationship Management Application Administrator or Application Implementation Consultant job roles can use the Manage Partner Task Template setup task to create task templates for partners. Channel managers and partner administrators can then use these templates to quickly create multiple tasks with a single click. The tasks generated from the template are accessible to users in the Activities subtab on Partner pages.

By default, this feature is hidden, however sales administrators can use Application Composer to expose a 'smart' Create Task button on the Embedded task list of the Activity object. When a valid task template has been created, a Create Tasks from a Template option is available from the Create Task button. If no valid task templates have been created, then the Create Task button functions as it always has.

The process of creating task templates and making them available to channel managers and partner administrators involves the following:

  1. Create the task template and create the individual tasks for the template.

  2. Expose the 'smart' Create Task button on the Embedded task list of the Activity object.

Create a Partner Task Template

Users with the Customer Relationship Management Application Administrator or Application Implementation Consultant job roles can use these steps to create task templates for partners.

  1. Sign in with your Customer Relationship Management Application Administrator or Application Implementation Consultant credentials.

  2. Navigate to the Sales offering in Setup and Maintenance.

  3. Search for and select the Manage Partner Task Template setup task.

  4. On the Manage Partner Task Template page, click the Create icon.

  5. On the Create Template pop-up, provide information in the following fields:

    The following table lists the fields available on the Create Template pop-up and provides a description for each field.

    Field Description

    Template Name

    Enter the name of the template.

    Description Template Set

    Enter a brief description about the template name, if required.

    Active

    Selecting this check box indicates that the template is active. The check box is selected by default.

    Template Type

    The business object to which the task template is associated is set as default. For partner task templates, the template type is Partner Profile.

    Subtype

    The default value is blank. If you want to create a task template for assessment you must select Assessment. Otherwise, leave the field blank.

    Template Set

    Select the template set (Set ID) that you want to associate with your business unit.

  6. On the Create Template pop-up, click OK.

  7. To create tasks for the task template, click the Create icon in the Details section.

  8. On the Create Task pop-up, provide information in the following fields:

    The following table lists the fields available on the Create Task pop-up and provides a description for each field.

    Field Description

    Subject

    Provide a subject for the task.

    Description

    (Optional) Describe the task.

    Lead Time

    (Optional) Enter the lead time for the task.

    Type

    (Optional) Select a type for the task.

    Template Duration

    (Optional) Define the due date for the task. The due date is calculated based on the template duration value and the task start date.

    If the duration is blank in the template task, the task is created without a due date.

    Priority

    (Optional) Select a priority for the task.

  9. On the Create Task pop-up, click OK.

  10. Click Save and Close to save your work

Add the Smart Create Task Button to Activity Pages

Use these steps to replace the Create Task button with the 'smart' Create Task button on Activity pages.

  1. Sign in with your Sales Administrator credentials.

  2. Ensure you are in a sandbox.

  3. From the Navigator, click Application Composer.

  4. From the list of Standard objects, expand Activity.

  5. Click the Pages link.

  6. In the Activity Pages list, scroll down to the Embedded Task List Overview page.

  7. Duplicate the standard layout and click Create and Edit.

  8. On the Edit Layout page for your duplicate layout, click the Edit icon for the Embedded Task List Overview Table.

  9. In the Configure Detail Form: Buttons and Actions area, move the Create Task + Create Task From Template button from the Available Buttons column to the Selected Buttons column.

  10. In the Configure Detail Form: Buttons and Actions area, move the Create Task button from the Selected Buttons column to the Available Buttons column.

  11. Click Save and Close and click Done to save your work.

  12. Publish your sandbox.