Enterprise CRM Service Console: Create a Task from a Case

Tasks are like a To-do list within CRM. They can be used to assign yourself or other Users to call, email, or meet with Contacts or take action on Cases that can show up on your Home Tab. They can also be used to record notes or results of a particular interaction once they occur.

Prior to creating a Task you may want to check with your internal business processes to ensure that you are using them in the way that your business unit is intending for them to be used.

The below is an outline of how to navigate to and create a Task from a Case record.

Creating a Task from a Case

  1. Either search for the desired Case or open the Case from a Queue.
  2. Once on the Case record there are two ways to get to New Task:
    • At the top of the Case record hovering over the text for Open Activities brings up a window where the New Task button is able to be clicked.
       The Location of Open Activities and New Task from the top of a Case record
    • Further down on the page underneath the Case Detail there is an Open Activities section of the page where there is a New Task button that is able to the clicked.
      The Open Activities section under Case Detail with the New Task button highlighted 
  3. Once on the New Task screen fields can be manipulated as needed. How you manipulate these fields will likely be determined by internal business processes.
    • Assigned To will default to you as the User but if needed the Lookup icon can be used to assign the Task to a different User.
    • The Subject field will likely be determined by internal business processes and should be something descriptive or useful to the User the Task is being assigned to or another User that may be viewing the record.
    • Due Date will default to empty but can be manipulated as needed and will automatically affect the Reminder field below (which can then still be updated as needed).
    • Comments are where you will be putting the descriptive information that the Task is being created for and may be determined by internal business processes. Something useful to someone consuming the information should be put within this box.
    • The Related To field defaults to the Case record that the Task was created from.
    • The Contact field will default to the Contact that the Case is associated with.
    • Related Case allows you to search for and relate another Case record if needed.
    • Type should be set according to internal business practices.
    • Direction should be set according to internal business practices.
    • Status should be set according to internal business practices.
    • Priority should be set according to internal business practices.
    • Phone and Email will be pulled from the Contact record, if applicable, and cannot be manipulated here.
    • If the task should be recurring the Create Recurring Series of Tasks checkbox being checked off will bring up options for selecting recurrence and date ranges.
    • Reminder will be pre-populated based on selections in the Due Date and Recurrence areas but can be manipulated here as needed.
    • If there are any supporting documents or other necessary attachments the Attach File button can be clicked in the Attachments section at the bottom of the screen.
  4. Fill in all desired fields for the Task and if you would like to add another Task for this Case record click on Save & New Task at the top or bottom of the screen.
    The location of the Save & New Task button 
  5. Fill in all desired fields for the Task and if you are done adding Tasks to the current Case record click on Save to be brought back to the Case record.
    The location of the Save button