What is the Best Practice around RITMs and Tasks? There are situations where it would be easier for one of our groups (3 agents) to just work from the RITM and not have a task. We don't need approvals and one person works on the RITM at a time. W...
Hi Doug,It's interesting to hear what you do. Am I understanding this correctly?You are assigned a task and you need to communicate with customer so you go to the parent item (RITM) and communicate via Additional Comments.When you click update, a BR ...
Angela,This is exactly the problem that we're having. My colleagues an I find it confusing, frustrating and time-consuming. We communicate with our customers all the time when completing a task. Let me know if you figure out a solution.Therese
