Each strategy is made up of one or more work items. A work item is a task to be executed manually or automatically and is driven by a workflow. The workflow notifies the collector to perform a task or initiates the automatic process. Every work item has an associated workflow.
Work items are grouped by work type:
Manual: a task to be completed by a collector or specialist. It is displayed as an entry on the Strategy Work Item node in Collector's Work Queue. It can be sorted by priority and other methods. When completed, the work item is removed from the queue. Manual work items include a personal visit, phone call, and review tasks.
Automatic: a task completed by an automated process. This group includes tasks such as sending e-mails, faxes, or sending documents to be printed.
Workflow: a custom workflow that initiates an automated task not performed by a preconfigured workflow.
As a strategy runs:
A work item is assigned to a resource based on the parameters of the work item, such as skills required to complete a work item, or ownership of the customer by the collector. If a manual work item requires specialized skills to execute, then the work item can only be assigned to a resource with those skills.
Automatic work items are executed by the system running a workflow associated to the work item template. Once the work item is assigned, the owner can see its details. In addition the user can change the date limit for execution of a future work item.
If no other resources are available, the strategy assigns a work item to the default strategy resource identified on the Define Strategy Default task page. See: Default Strategy Resource.
You can search for work items based on work types and categories.
Use the Work Item Task pages to create or update a work item. Advanced Collections displays a series of "train stations" to guide you through the process.