Create a case task

An OSP agent creates a case task after a case has been assigned. As an agent, you can work on the case adding work notes and additional comments.

Before you begin

Role required: sn_csm_ocs.ext_agent

Procedure

1. Navigate to All > Outsourced Customer Service > Cases > My Cases and open a case.

   Note: The timeline of the case is displayed at the top of the case form.

2. Click Tasks related list.

3. Click New to create a new task.

   The Edit button allows you to add existing case tasks to a case from the Collection list.

4. Fill in the fields on the new record form, as appropriate.

   Option	Description
   Subject	Subject for the case.
   Description	Description for the case.
   Work notes list	Work notes for the case
   Email address	Email id of the customer.
   Additional comments	Comments related to the case, if any.

5. Click Submit.

   Note: You can also close the case task.