Configuring tasks

Required tasks are tasks that a user must complete in order to resolve a case. 

You can configure required tasks in the main case life cycle. Once assigned, they are displayed in user worklists and work queues.

The following figure shows the required tasks in a case:

You configure a task as optional if the user can complete the task at any time during the case life cycle, and if the user is not required to finish the task in order to complete the case. You can add an optional task to the summary panel, to give users quick access to it, as shown in the following figure: 

For example, if a customer would like to update their address during an interaction with a customer service representative, the representative can use an optional action to do this.