How Do Tasks Clear or Expire in DriveCentric?
Managing tasks effectively in DriveCentric involves understanding how tasks clear or expire based on their type, associated actions, and system rules. This article provides a comprehensive guide to help you navigate task management in DriveCentric.
Overview of Task Clearing and Expiration
Tasks in DriveCentric are designed to help you manage customer interactions efficiently. Tasks can be cleared manually or automatically, depending on their type and the actions performed. Some tasks may also expire based on predefined business rules.
Task Clearing Mechanisms
Clearing Tasks by Type
Reminder Tasks: Reminder tasks can be cleared manually from the customer card. They serve as prompts and do not necessarily require customer outreach.
Tasks with Matching Fulfillment Types: Tasks of the same type (e.g., phone, email, text) will clear together when the newest task is completed. For example, completing a phone task will also clear earlier phone tasks for the same customer. However, tasks of different types must be completed separately.
Multiple Tasks for Similar Actions: If multiple tasks (e.g., video and text) can be satisfied by a similar action, only the oldest applicable task will clear. A separate action is required to clear each subsequent task.
Auto-Clearing Tasks
Predecessor Tasks: An earlier task will auto-clear when a subsequent task of the same type is completed. For example, completing "Phone Task 2" will auto-clear "Phone Task 1" if they are exact matches in definition.
Specific Task Clearing: To ensure a specific task clears (e.g., Text instead of Touchpoint), click the action button under that task before performing the action.
Rules for Auto-Expiration
Reminder Tasks and Stage Changes: Reminder tasks may auto-expire when a customer record moves into the Engaged stage. This behavior is governed by business rules configured for your account.
Manual Completion: Reminder tasks are not designed to auto-expire each other. Each reminder must be completed manually.
Troubleshooting Common Issues
Overdue Tasks Not Clearing
If an overdue task still appears after completing an action (e.g., sending a message), the page may be showing a stale view. To resolve this:
Switch to another bucket and back.
Refresh the page to update the task status.
Once refreshed, the task list will reflect the next scheduled task date if the action satisfied the overdue task.
Tasks Not Clearing After Sending an Email
Tasks are tied to specific communication touchpoints. For example, sending an email may only complete one task if multiple tasks are open (e.g., a touchpoint and a follow-up email). To clear all tasks:
Complete each required communication type (e.g., make a call or send a text for the touchpoint).
Send the follow-up email to mark the corresponding task complete.
Conclusion
Understanding the rules and mechanisms for task clearing and expiration in DriveCentric can help you manage your workflow more effectively. By following the guidelines outlined above, you can ensure tasks are cleared or expired as intended, minimizing confusion and improving efficiency.