To link individual tasks within a generic case to a CRM communication

The procedure to link individual tasks within a generic case to a CRM communication is as follows:

1. Using the Advanced search spy-glass (), select Generic Case Task as the Search for and Search by category, and enter the Task ID as the search criteria 1.
2. With the Results tab in current focus, double-click on the row containing the exact record match, or return to the Criteria tab and refine the search filters. The Generic Case Task Details window is displayed.
3. With the Summary tab in current focus, click on Link Communication. The Link Communication - Search Criteria window is displayed.
4. Using the Communication type drop-down field, select the specific parameter value of CRM Communication.
5. Enter sufficient details of the desired CRM communication into the search fields provided and click on Search 2. The Link Communication - Search Results window is displayed, returning all possible matches.
6. Highlight the row containing the exact record match or use Refine Search to enter alternative criteria; optionally, click on Communication Summary to verify the details of the intended selection.
7. Click on Save. The selected customer interaction is displayed in the Task Summary table (and also within the alternative summary timeline - accessible via the Switch View option).

Note

1 Additional search criteria may need to be employed (e.g. start and end date ranges, category, description, company, status) to ensure that the correct generic task is returned; an alternative Search by category of Generic Case may be selected to extend the available search fields.

2 The Contact search field includes only those records that are linked to the generic case.

See related topics...

Generic task management overview

To add a task to a generic case

To view the tasks within a generic case

Using the search facility