Case task type selector

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Case Task Type Selector

    The case task type selector is a crucial component for customer service agents, enabling them to create relevant tasks while managing cases. Depending on the source of the case, agents can choose specific services to create case tasks efficiently.

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    Key Features

    • Task Creation Sources: Agents can create case tasks from various sources, including case task lists, case records, and dynamic related records.
    • Service Selection: The service options available in the case task type selector depend on the context, such as from a case task list or case record, ensuring agents have the relevant services at hand.
    • Auto-Filled Fields: When creating tasks from case records or activity viewers, the service field is auto-filled with the case service, streamlining the task creation process.
    • Declarative Actions: Some actions related to case types may be disabled by default, requiring configuration by a system administrator.

    Key Outcomes

    By utilizing the case task type selector, customer service agents can efficiently create case tasks tailored to specific services, reducing the time spent on task management and improving service delivery. Proper configuration of service definitions by system administrators ensures that agents have the necessary tools to support their workflow effectively.

    The case task type selector is a component that provides customer service agents with a way to create the right types of tasks while working on cases.

    Using the case task type selector, agents can select services and create case tasks specifically for those services. The selections that an agent can make within the case task type selector depends on where they create a case task from.

    Table 1. Case Type Task Selector Options
    When an agent creates a case task from a case task list, they can select a service in the case task type selector.
    Figure 1. Case task type selector (case task list view)
    Case task type selector with a Service task field that you can use to select a case task service
    When an agent creates a case task from a case record, the case task type selector shows related services based on the case type.
    Figure 2. Case task type selector (case record view)
    Case task type selector with fields that display the service from the case and a dropdown list of selectable case task services

    An agent working on a case or a case type can create case tasks in the following ways.

    Table 2. How to create case tasks
    Select New from a case task list The Service task field on the case task type selector shows all of the related services where the target table is Case Task [sn_customerservice_task] and extensions of Case Task.
    Select New from the Tasks related list tab on a case record

    The Service field is auto-filled with the case service. The Case task service field lists the task services related to the case service.

    If the case has no service, the Service task field shows all of the related services where the target table is Case Task [sn_customerservice_task] and extensions of Case Task.
    Select the + icon on the related records task list in the Dynamic Related Records component The Case task service field on the case task type selector shows the following services:
    • The task services related to the case service.
    • The related services where the service target table is Case Task and extensions of Case Task.
    Select Create Task in a case playbook stage The Service field is auto-filled with the case service. The Case task service field lists the task services related to the case service.
    Select Create Task in the activity viewer The Service field is auto-filled with the case service. The Case task service field lists the task services related to the case service.

    Some declarative actions available with the Customer Service Case Types plugin are disabled by default. For more information, see Configure case type and case task type declarative actions.

    Configuring service definitions for cases and case tasks

    The system administrator creates the service definitions for cases and case tasks, along with their relationships. The service definition manager and service definition admin can also create these service definitions and relationships.

    For case task service definitions, the system administrator can include logic and default field values that the system uses when creating the case tasks. For more information, see Configuring service definitions.