50 shades of...Cases and Tasks

Module

Introduced in Version

What is it

Best For

Key Limitation

Generic Cases

16.3

Workflow capability for managing non-contact-based processes

Organisation-specific process flows that don't fit in to a standard Cx wizard or have their own bespoke module

No ASB/Feedback-specific screens (e.g. legal, lessons learnt, costs, reviews )

CRM

14.1

Workflow for contact-centred processes

Contact centre requests, customer service centre type workflows

Same as above

Feedback

14.3

Case and stage-based approach to complaints/compliments

Simple, linear complaints

Too rigid for complex workflows as it doesn't support the Task Path (flowchart). Most then look to Generic Cases

ASB

14.1

Bespoke module for anti-social behaviour management

Full ASB workflows (complainants, legal, costs)

Rigid structure, not ideal outside ASB scope

Case

Task

Case

Task

Case

Task

Case

Task

Case Creation

Allow backdating of creation?

❌

-

✅

-

✅

-

❌

-

Key Record (Entity)

Link Case to multiple entity types?

✅

-

✅

-

❌

-

✅

-

Supports 'Anonymous' Contact?

❌

-

✅

-

✅

✅

❌

-

Link Task to multiple entity types?

-

✅

-

✅

❌

✅

-

Task Creation

Available Tasks (added manually by user)

✅

-

✅

-

✅

-

✅

-

Automatic Tasks (not Task Path)

❌

-

❌

-

❌

-

✅

-

Supports Task Path (introduced in v16.2, enhanced in 17.2HF1)

✅

-

✅

-

✅

-

❌

-

Assignment

Assign to User

✅

✅

✅

✅

✅

✅

✅

✅

Assign to Role

✅

✅

✅

✅

✅

✅

✅

✅

Auto Assigned to User

✅

✅

✅

✅

✅

✅

✅

Inherits from case

Auto Assigned to Role

✅

✅

✅

✅

✅

✅

✅

Inherits from case

Assign to Manager

✅

✅

❌

❌

✅

❌

❌

❌

Auto Assigned to Manager

✅

❌

❌

❌

✅

❌

❌

❌

Management

Can Be Put On Hold

✅

-

✅

-

✅

-

✅

-

Can Take Ownership

✅

✅

✅

✅

✅

✅

✅

❌

Tasks can be mandatory

-

✅

-

✅

-

✅

-

✅

Forms as part of Task Path?

✅

-

✅

-

✅

-

❌

-

Auto assign to Case Creator?

✅

✅

✅

✅

✅

❌

❌

❌

Case Owner Notification

❌

-

✅

-

✅

-

✅

-

Automatic comms as part of path

✅

-

✅

-

✅

-

❌

-

Supports delays (manual and conditional)?

✅

-

✅

-

✅

-

❌

-

Auto closure after x days (or conditional)?

✅

-

✅

-

✅

-

❌

-

Other

Can Link Cases

✅

-

✅

-

✅

-

✅

-

Supports scripts

❌

❌

✅

✅

❌

❌

❌

❌

Notes

✅

✅

✅

✅

✅

✅

✅

✅

Information Fields

-

✅

-

✅

-

✅

-

✅

Supports SLA (Targets)

✅

✅

✅

✅

❌

✅

✅

✅

Can revise SLA Target?

✅

✅

✅

✅

❌

✅

❌

❌

Escalation rules

✅

✅

✅

✅

❌

✅

✅

✅

Allows attachments

✅

✅

✅

✅

✅

✅

✅

❌

User Defined page

✅

✅

✅

✅

✅

✅

✅

✅

Can Forms trigger case?

✅

-

✅

-

✅

-

✅

-

Can Forms be done on Case?

✅

-

✅

-

✅

-

✅

-

Can Forms be manually done on Task?

-

❌

-

❌

-

❌

-

❌

Tasks can appear more than once in a case

✅

-

✅

-

✅

-

❌

-

Security

Case creation of type restricted by Role?

✅

-

❌

-

❌

-

❌

-

Can be excluded from Portal (by Type)

✅

-

✅

-

✅

-

✅

-

Can be excluded from Portal (individual cases)

✅

-

✅

-

✅

-

✅

-

Manually set to Private to Owner

✅

-

✅

-

✅

-

✅

-

Can be Managed by Owner only

-

✅

-

✅

-

✅

-

❌

Feedback

Multiple Stages

-

-

-

-

-

-

✅

-

Close x days after stage completion

-

-

-

-

-

-

✅

-

ASB

Supports multiple concurrent Categories

-

-

-

-

✅

-

-

-

Record Costs

❌

-

❌

-

✅

-

✅

-

Lessons Learnt

❌

-

❌

-

✅

-

✅

-

Incidents

❌

-

❌

-

✅

-

❌

-

Reviews (Automated)

❌

-

❌

-

✅

-

❌

-

Legal Action

❌

-

❌

-

✅

-

❌

-