CSM - Use of case task

[sanjeevkumar]

Can anyone help me with the below points?

1) Why we need to create case task?

2) Why we can't work on case? We can assign case to other team's.

[ShubhamGarg · Accepted solution]

Hello @sanjeevkumar ,

To fulfill a Case, there can be a situation where multiple teams are expected to work and they can work independent of completion of activity from another team. By creating a Case task, we are -

• No dependency of one team on another team to fulfill the ask.
• SLAs are better achieved.
• Ad-hoc fulfilment work can also be adapted as required.
• Time-sheet/Hours worked & internal dependency are handled within a given team on task level.

I hope it gives answer to your question.

If my response helps you in any way, kindly mark this as Accepted Solution/Helpful and help in closing this thread.

Regards,

Shubham