Be able to establish conditional logic to tasks. For example:
We need our customer care folks to address a concern from a client. The first step is to call them to resolve the issue. If they don’t respond, then email to set up a phone call. If they don’t respond to a phone call, written letter outlining our steps.
If they do respond to the call and the issue is resolved, then steps 2 and 3 are mute.
If they don’t respond they progress down the chain.
So it would look like this:
Phone Task: Was customer phone call completed? IF YES Then go to Resolution Task IF NO, then go to email Task
Email Task: Did customer schedule a time to call? IF YES, then go to phone task IF NO, then go to mail task
Mail Task: Send customer letter outlining steps to resolve issue, provide phone number to call to resolve.
The same logic would apply to the “RESOLVE” task. Was the issue resolved? Yes, project complete. No, send to next step.