A Task is a reminder tool that will show you an action you need to complete that day. Tasks are almost always a singular action or job that is due on a specific date.

IE. Make a Call, Send an E-mail, follow up with a client, have something completed etc.

Tasks are a discrete action that is required on an object. Generally, Task only comprises of one step to successfully achieve the objectives of that Task. They promote smooth operations at St John and assist in managing workflow and reporting.

Tasks can be best equated to flagging an e-mail for follow up later, or setting a calendar reminder to do something in the future. Tasks will have due dates. Tasks should also not take more than a day generally.

In the case of attempting to call someone, if they are unavailable, you will typically close the existing Task and create a new one for the next call rather than move the existing task. This is for 2 reasons.

1. You made that call and spent that time trying to contact that person, the task was fulfilled, however the client was unavailable
2. It is easier to track how many times you have tried to follow up, was this attempt 1 or attempt 10 – if you keep changing the date of the task you can’t necessarily keep track.

Tasks and cases both assist as a workflow management tool but they have different core functions.

Some Task examples include:

• Attempt to contact a client on a specific day to follow-up on an earlier action. (Quote, enquiry, information etc.)
• Prepare a report or run a report
• Prepare specific invoices
• Follow up an invoicing issue
• Prepare some specific thing for an upcoming event

On that day, you would receive a reminder about the Task. You would then action that Task / Tasks on your list.

Tasks can be assigned to:

• Yourself: for example, commercial trainers may set a Task to check their training supplies at the end of the month.

A Case is generally workflow that requires several steps to achieve the objective.

Some example cases:

• Credit application request
• Customer complaint
• New Staff member onboarding
• Enquiries from the public
• Credit Notes / Refunds
• Preparing the stand for an Event (IE. the Show)

Cases can be assigned to

• Yourself: By default Cases you create will be assigned to yourself.
• Someone else: Someone else will be responsible for the Case
• A Group: Will typically be a department

Key points

• These assigned tasks appear in your tasks feed.
• Task are diary reminders in Sales Force.
• When having a “call someone” task, the action is in making the call, not in getting though to them. Close that task and clone it, don’t move dates.
• Tasks are almost always highly defined actions that an individual is responsible for
• Cases are generally variable processes with less definition that a department is responsible for
• Tasks should all be complete the day they go into your feed
• Cases will have a more variable timeline, depending on their specific