Managing, Troubleshooting, and Customizing Video Tasks in DriveCentric
Video tasks in DriveCentric are an integral part of managing customer interactions and ensuring timely follow-ups. This article provides a comprehensive guide to understanding, managing, troubleshooting, and customizing video tasks to suit your workflow.
Overview of Video Tasks
Video tasks are automatically generated based on business rules or specific actions, such as a lead entering a particular stage. These tasks are typically assigned to the salesperson associated with the deal. Understanding how these tasks are created and managed is essential for efficient task handling.
Managing Video Tasks
Deleting Video Tasks
Permissions Required: Deleting video tasks requires specific permissions. If you lack the necessary permissions, a manager or an authorized user must delete the tasks or grant you the required access. The 'Delete Planned Rule' permission allows users to delete system generated tasks within work plan. The 'Delete Task' permission allows users to remove a scheduled task created by another user.
Manual Deletion: Tasks already in your Workplan must be deleted manually. Adjusting business rules will not retroactively remove existing tasks.
Completing or Editing Tasks
To remove a task from your Workplan without completing it, edit the task to a different action type (e.g., change Video to Text or Email) and complete the new action. The 'Edit Task' permission is required for this.
Preventing Task Reassignment
Adjust business rules to delay the creation of Day 1 video tasks, ensuring they are assigned to the correct user after a deal is grabbed.
Troubleshooting Video Tasks
Missing or Incomplete Tasks
If you lose the ability to delete or edit tasks, clear your browser cache and perform a hard reload to restore functionality.
Tasks may appear incomplete if new tasks are generated after initial actions. Complete the new tasks or request deletion through your management team.
Email Delivery Issues
If customers are not receiving video emails, ask them to check their spam/junk folders, whitelist your email domain, or add your address to their safe-sender list.
Customizing Business Rules for Video Tasks
Adjusting Task Generation
Business rules control the creation of video tasks. To disable or modify these tasks, a manager with Business Rules permissions must update the rules in Store Settings.
Deactivating video tasks is a one-time setup and remains effective until re-enabled.
Excluding Specific Leads or Users
Update task rules to exclude specific lead sources (e.g., KBB leads) or user roles from video tasks. Note that business rules cannot target exclusions for individual users.
Preventing Tasks for Off-Site Reps
Assign deals to the correct salesperson to prevent off-site BDC reps from receiving video tasks.
FAQs on Video Task Management
Why do additional video tasks appear after sending a video?
Additional tasks may be triggered by changes in lead stages, such as moving to the Engaged stage.
Why doesn’t sending a video complete all related tasks?
Sending a video completes only the video-specific task. Other tasks, such as touchpoints, remain until completed.
How are video tasks assigned?
Video tasks are assigned based on lead stages and distribution settings. For example, a video task may be assigned on Day 3 after a lead becomes engaged.
Can I stop automatic video tasks?
Yes, by deactivating the relevant business rules in Store Settings.
By understanding and utilizing these guidelines, you can effectively manage, troubleshoot, and customize video tasks in DriveCentric to streamline your workflow and improve task efficiency.