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WTKWTK 

How can SF automatically create a task after a case is created ?

One of my clients is requesting that my Call Center agent places a call to the client to update on the status of a case. This needs to happen 2hrs after the case is created.
 
I don't want my agents to have to create a reminder task that pops up after 2hrs as that involves a manual intervention and adoption might not be where I want it to be.
 
In short - Agent creates new case - system adds a task for the case owner to call the contact after 2 hrs- after 2hrs the reminder window pops up requesting to make the call. - agent makes call and call is logged.
 
Thanks !!


Message Edited by WTK on 04-10-2008 09:18 AM
NPMNPM
You can create tasks using workflow.  The caveat being that you need Enterprise or Unlimited Edition to have workflow.
NPMNPM
You may also want to research Case Escalation rules, I believe notification can be sent with those.
WTKWTK
I have created the follwoing rule but it does not trigger the desired notification after 2hrs.  
 
 
 

Rule Detail
 
Rule NameCall Back ReminderObjectCase
ActiveCheckedEvaluation CriteriaOnly when a record is created
DescriptionReminds the agent to update the customer on status of the case
Rule Criteria
Case: Statusdoes not containClosed
Created Byxxxxxxxxxxxxxxx 4/10/2008 11:50 AMModified Byxxxxxxxxxxxxxxx, 4/10/2008 2:01 PM

Workflow Actions

 
Immediate Workflow Actions:
No workflow actions have been added.

Time-Dependent Workflow Actions:

 
2 Hours After Case: Date/Time Opened
TypeDescription
TaskPlace Call Back to Customer
 
 
This is the "Place Call Back to Customer" task I created :
 

Workflow Task Detail
 
ObjectCase  
Assigned ToCase OwnerStatusNot Started
SubjectPlace Call Back to CustomerPriorityHigh
Due DateCase: Date/Time OpenedNotify AssigneeChecked
CommentsPlease contact customer and provide status update.
Created Byxxxxxxxxxxxxxxx, 4/10/2008 11:52 AMModified Byxxxxxxxxxxxxxxxxx, 4/10/2008 11:52 AM
 
 
 
 
 
NPMNPM

What does the Workflow Queue show?  This is available in Admin Setup, Monitoring, Workflow Queue.

 

 
NPMNPM
May also want to try Status "not equal to" Closed (selected from the lookup)
WTKWTK

I do see some of these tasks in the queue, thanks for that hint.

 

I did chose "does not contain closed" as we have several status of closed based on who closed a case. We also have various types of states that are not named "open" e.g. pending, dispatched etc.

Thaks for all your help !!!
NPMNPM
So, it's working for you now?