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Best Practices for Task Management

Clear Descriptions: Use detailed task subjects and descriptions to ensure clarity (e.g., “Call customer X to resolve Case #123”).
Leverage Queues: Route tasks to queues for team-based work distribution, especially for high-volume scenarios.
Train: Educate agents on picking, completing, and releasing tasks to maintain queue accuracy.

Creating a Task

The following steps will show you how to create a Task

Step 1 -

From the Activities view:

Click New in the command bar at the top.
Select Task from the dropdown list of activity types.

You can also create a Task via a specific record. For example, a Case:

Open Case
On the Case Timeline section, click the + and select Task

Step 2 -

Fill in Task Details:

Subject: Enter a brief description of the task (e.g., “Follow up on customer complaint”).
Description: Add detailed instructions or context for the task.
Regarding: Link the task to a record (e.g., Case, Contact, Account) by selecting it from the lookup field. This associates the task with the relevant customer or case.
Owner: Assign the task to a user or team. By default, it’s assigned to you (the creator).

After filling in the details, click Save at the top of the screen.

The task is now visible in the Activities view and the related record’s timeline.

Assign the Task to a Queue

Once you have created a Task you may want to assign it to a Queue for someone to work on.

Step 1 -

Open the task from and on the command bar click 'Add to Queue'

Step 2 -

Search for the Queue required and click Add

Manage the Task

You can View Tasks in Queues or Activities:

In Queues:

Go to Queues (or equivalent in your app).
Select the queue required
View tasks under Items available to work on or filter by Items I am working on if assigned to you.

In Activities:

Go to Activities and use views like My Open Tasks or All Open Tasks to filter tasks.
Use Advanced Find to create custom views (e.g., tasks due today).

To Manage the Task you want to work on (if in a Queue)

Step 1 -

Pick the Task:

Open the queue and select the task.
Click Pick in the command bar.
Choose Pick for myself to assign the task to yourself.
The task moves to Items I am working on and is assigned to you as the owner.

Work on the Task:

Open the task from the queue or Activities view.
Update the Status to In Progress if needed.
Add notes or attachments in the Notes section of the task or its timeline.
Communicate with the customer (e.g., via email or phone, creating additional activities if necessary).

Complete or Cancel the Task:

Once done, open the task and click Mark Complete in the command bar to set the status to Completed.
If the task is no longer needed, click Cancel to set the status to Cancelled.
If unable to complete, click Release (if in a queue) to return it to the queue for reassignment.

Monitor Task Progress:

Use dashboards or views to track task status (e.g., “Open Tasks by Owner”).