As a case business analyst, you can create automated tasks to eliminate manual intervention by agents in tasks execution and reduce human error. You can automate routine or simple tasks like verifying employee details, verifying number of leaves available for employee, and so on.
Benefits of using automated tasks
Using automated tasks in a case has the following benefits:
- Provides an agent the flexibility to prioritize their focus and time based on the type of tasks.
- Provides ability to associate dynamic fields to the task template for an automated task as process input or output for the next step in the task.
For information about dynamic fields, see Adding dynamic fields for storing additional case information.
- Allows configuration of actions that an agent needs to perform if an automated task fails. For more information, see How to work with failed automated tasks.
For information about how to create an automated task, see Automating tasks for quicker case resolution.
How notifications work for automated tasks
Case business analysts can configure how notifications are sent for assignment or failure of automated tasks. When a task is automated, users receive notifications depending on the following settings.
- The assigned support group for a task that is configured with the Notification Email List receives an email notification.
- If a support group is not configured for a task, individual members of the assigned support group receive a notification based on their default notification method.
- When an automated task fails, only the case assignee receives a notification of the task failure, depending on the default notification method set for the assignee.
For information about how to create notifications, see Creating custom notifications.
How to work with failed automated tasks
Automated tasks can fail for multiple reasons. You can configure task failure options at the case template level to define the execution of next task in sequence. The following options are available in the task failure configuration:
|Do Not Proceed
When an automated task fails, the next task in the sequence is not activated. The status of the task must be Completed for the next task in the sequence to be activated.
This is the default option, and is also applicable for automated tasks added to cases created without a case template.
|Proceed With Next Task
|When an automated task fails, the next task in the sequence is activated.
For information about how to set task failure configuration, see Creating and editing case templates.
When an automated task fails, case agents with write permissions to the case can rerun the failed task. After the task is rerun, the status of the task is determined on the following conditions:
- If the task is successful, the task status is automatically changed to Completed.
- If the task fails again, case agents can either rerun the task again, or manually change the task status from Failed to Completed.
Case agents can review the process logs to troubleshoot the task failure. For more information about enabling and viewing logs, see .
How the status of an automated task affects the case status
The status of a case depends on the statuses of the tasks associated with it. A case cannot be resolved if tasks associated to it are active. In a case that consists of a sequence of tasks, if the last task is an automated task, based on the status of the automated task, the status of a case is updated as follows:
- If the automated task status is Completed, the case status is automatically changed to Resolved.
If the automated task status is Failed, the case status depends on the task failure configuration applied to the case.
The following table describes how the case status depends on the task failure configuration:
|Task failure configuration
|Do Not Proceed
The case is not resolved. To resolve the case, the case agent needs to change the automated task status to Completed.
Note: When a case is created without using a case template, and an automated task is added to the case by using a task template, the system follows the default task failure configuration of Do Not Proceed.
|Proceed with Next Task