Create a case task of a specific type for a customer service case

Customer service agents can create different types of case tasks by making selections from the case task type selector screen.

Before you begin

Role required:

• sn_customerservice_agent
• sn_customerservice.consumer_agent
• sn_customerservice_manager
• sn_customerservice.svc_location_agent
• sn_customerservice.case_task_agent

About this task

The types of case tasks that agents can create depends on the configuration of the customer service case types and service definitions features. For more information, see the following topics:

• Configure customer service case types
• Manage customer service case types
• Configuring service definitions

In CSM Configurable Workspace, agents use the Case type selector screen to make selections and create cases.

Procedure

1. Create a case task.
   • Select New from a case task list.
   • Select New from the Tasks related list tab on a case record.
   • Select the + icon on the related records task list in the Dynamic Related Records component.
   • Select the Task declarative action on the activity viewer.
   • Select Create Task in a case playbook stage.
2. Make a selection in the case task type selector.
   • If you create the case task 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.
   • If you create the case task from a case record, 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.
3. Select Create task
   The case task is created with the selected task service definition. If any default values have been defined in the case task service definition, these values are populated on the case task record.