Create a case task

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 1 Minute Lesedauer

    • An OSP agent creates a case task after a case has been assigned. As an agent, you can work on the case adding work notes and additional comments.

    Vorbereitungen

    Role required: sn_csm_ocs.ext_agent

    Prozedur

    1. Navigate to All > Outsourced Customer Service > Cases > My Cases and open a case.
      Hinweis:
      The timeline of the case is displayed at the top of the case form.
    2. Click Tasks related list.
    3. Click New to create a new task.
      The Edit button allows you to add existing case tasks to a case from the Collection list.
    4. Fill in the fields on the new record form, as appropriate.
      OptionDescription
      Subject Subject for the case.
      Description Description for the case.
      Work notes list Work notes for the case
      Email address Email id of the customer.
      Additional comments Comments related to the case, if any.
    5. Click Submit.
      Hinweis:
      You can also close the case task.