Differ from service record that starts with a contact, case and tasks starts by creating a case.
For example, a “website update” is a case. In the case, there can be some predefined tasks such as:
Task 1: Decide on what to update
Task 2: Prepare write-ups
Task 3: Prepare graphics
Task 4: Uploads and updates
Task 5: Check and amend
Task 6: Go live
Assign member to the case, the member must login to accept the assignment.
You can assign multiple employees to handle a case. Each member of the case has an acceptance date.
By tracking the acceptance case, we will understand each task took how long and the outcome can be measure. This is important to understand employee’s key performance and provide a written document to further push the group performance.
Track case open and close date can help the supervisor understand each case period and eventually keep the case within budget and deliver superior quality.
