Task Sets

In practice, Tasks are a broad concept because they are represented as such by various field data types and guidance messages. Tasks themselves are contained within an Activity.

An Activity can be thought of as what needs to get done, while Tasks are often the detail of how the Activity gets done.

Flowset supports two levels of configuration of workflows. Task Sets are the original level, offering a simple, straightforward set of Tasks that constitutes what gets done within an Activity.

The choice to use Task Sets (Standard) should be based on the need and sophistication.  Task Sets are perfect if the Tasks are a simple list or collection form.

Here are some examples:

A checklist of Tasks that prompts agents and records that they have actioned

A form to collect data that can be inserted into the ticket comment field

Guidance text and links to resources

A characteristic of Task Set is that all fields tend to be shown at once, although a basic level of conditional display is also possible.

The alternative to Task Sets is Task Models, which offer more sophistication to create Pathways | Decision Trees within an Activity using branching logic.

When creating a new workflow, you'll be offered the choice of either model:

• Standard, which equates to Task Sets
• Advanced, which equates to Task Models

Note: It's not possible to switch models once initially selected.