Universal Task types

The task types in the Universal Task application enable your agent to assign pre-defined tasks to an employee. With these pre-defined tasks, your agent can task employees quicker and more efficiently. You decide which task types that you want to make available to the agents in your organization.

You can choose to make the following task types available in your own organization:

• Submit Catalog Item: Enables agents to task employees to submit catalog items.
• Upload Documents: Enable agents to task employees to upload documents that might be required for fulfilling a request.
• Checklist: Enables agents to create a checklist of tasks that the employee must complete.
• Collect Employee Input: Enables agents to collect information from the employee without creating additional case records or adding new fields to existing tables.
• Mark When Complete: Enables agents to assign a task that contains fulfillment instructions as rich text descriptions. An employee can show that a task is complete by clicking the Mark complete button.
• URL: Enables you to specify a URL that will be displayed in the task assigned to the user.