I have what feels like a basic question. We are exploring ways to create tasks linked to Cases and then assign those tasks to other queues / agents. So far so simple.
The issue is people will have to check two places to find their work, the Cases list views and the Tasks list views and this will inevitably lead to work being missed.
Is there a way to combine Cases and Tasks into a list ( I think this is not possible)?
Failing that how have other people dealt with the challenge of collaborating on Cases? Thanks
Speaking entirely philosophically, you have to start by representing your unit of work as the case record; the case owner does the appropriate work (tasks) on the case. If multiple people need to work on the same case, it will inevitably become either a hot potato or fall through the cracks. You should not ask your team members to choose whether to view their tasks or cases.
Using Child cases might seem messy for various reasons, but it does clarify the answer to the "what do I work on next" question. Once everything is in cases, you then run into the issue of juggling different levels of priority or urgency of the work; that will likely depend on your specific work processes.
We have a product that specifically helps this (Case Flags), but you need first to agree that your case records are the unit of work. You can still have tasks on the cases, but the need for those tasks to be completed should come from the case urgency.
