Task Outcomes

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An Overview of Task Outcomes

Introduction

Task Outcomes are an integral feature within ActiveCampaign's Deals section that enhance the efficiency and efficacy of managing deal and contact tasks. By enabling task outcomes, users can quickly complete tasks while gaining actionable data and insights from each interaction with prospects and customers. This feature allows users to easily scan activity history, identify key actions, and generate reports that reveal trends, successes, and areas needing improvement. In essence, Task Outcomes streamline the process of tracking customer engagements.

How to Access This Feature

To access Task Outcomes, navigate through the following steps: 1. Go to the Deals section on the left menu. 2. Click on Task Settings.

Once here, you can enable or configure Task Outcomes.

Step-by-Step Instructions

This section will guide you through the process of enabling, creating, and using Task Outcomes effectively.

To Enable Task Outcomes

Follow these steps to enable Task Outcomes for your deal and contact tasks:

1. Click on Deals > Task Settings in the left menu.
2. Toggle the Task Outcomes setting to the "On" position.

To Create Task Outcomes

To create a new Task Outcome, follow these steps:

1. Go to Deals > Task Settings.
2. Click on Manage Outcomes within the Task Types header.
3. Create a new outcome and assign a label. This label is visible to your team when completing tasks.
4. Select the sentiment for the outcome from Positive, Negative, or Neutral. The default is Neutral.
5. Click Save to finalize your new Task Outcome.

Assigning Outcomes to Task Types

To assign an outcome to a specific task type:

1. Choose an outcome from the dropdown below the task type.
2. You can assign multiple outcomes, with a limit of 20 outcomes per task type.
3. After selecting the outcomes, remember to click Save Changes to confirm.

Completing a Contact Task

To complete a contact task, follow these steps:

1. Ensure that task outcomes are enabled in Deals > Task Settings.
2. Navigate to the contact record and find an existing contact task or create a new one.
3. Click the checkmark to indicate task completion.
4. Select an appropriate outcome for the task.
5. Optionally, add notes in the More Info field for reference.
6. Click Mark Complete to finalize the task.

Note: If you are viewing open tasks by default and mark a task as complete, it will disappear. Switch to the View Completed Tasks setting to see completed tasks.

Completing a Deal Task

To complete a deal task, use the following steps:

1. Verify that task outcomes are enabled under Deals > Task Settings.
2. Access a deal record, locate an existing deal task, or create a new deal task.
3. Click the checkmark to complete the task.
4. Choose the appropriate outcome for the task.
5. Optionally, add any notes you wish.
6. Click Mark Complete to complete the deal task.

Similar to contact tasks, if you mark a deal task as complete while viewing open tasks, it will not appear in the default view. Switch to View Completed Tasks to confirm that the task has been completed.

Reporting on Task Outcomes

After completing several tasks, it’s beneficial to analyze the results through the Task Overview Report. This report highlights essential customer insights regarding task outcomes.

You can access the Task Overview Report in two ways:

1. Click Reports > Deals > Task Overview.
2. Alternatively, click Deals > Task Overview.

Within the report: 1. Use the Related to task type dropdown to select between Any, Contacts, or Deals. 2. Choose specific parameters for the report, including Task Type, Task Outcome, and Task Owner. The options will update based on your selected task type. 3. Scroll to view task outcomes related to users, sentiment analysis, and more.

Configuration Options and Settings

- **Task Outcomes**: A toggle setting to enable or disable the feature. - **Manage Outcomes**: An interface for creating and managing task outcomes. - **Sentiment Selection**: Choose sentiment types of outcomes that can be categorized as Positive, Negative, or Neutral. - **Task Type Assignments**: The ability to assign up to 20 outcomes per task type, which can be shared across different tasks.

Best Practices and Tips

- Always ensure that Task Outcomes are enabled before setting up tasks to prevent disruptions. - Regularly analyze the report insights to identify trends and areas for improvement, optimizing customer engagement strategies. - Encourage team collaboration when assigning outcomes and reviewing comments to ensure consistency across the board. - Utilize the sentiment feature to accurately track and report customer interactions and responses.

Common Use Cases with Examples

1. **Sales Follow-Up**: After a call with a prospect, the sales agent can set a task outcome of "Interested" or "Not Interested" to quickly document the interaction result for future reference. 2. **Customer Support**: Following a support task, agents can mark outcomes such as "Resolved", "Further Action Required", or "Customer Unhappy" to gauge the effectiveness of the support offered. 3. **Meeting Outcomes**: For tasks set to schedule meetings, outcomes like "Meeting Held", "No Show", or "Follow-Up Required" can be utilized to improve scheduling approach and follow-up strategies.

Troubleshooting

- If you do not see the option to enable Task Outcomes, ensure you have the appropriate permissions or contact an administrator to verify your account settings. - If task outcomes appear to be disabled unexpectedly, check if any recent changes were made to your account settings or if administrative actions prompted this change.

FAQ

What are Task Outcomes?

Task Outcomes are predefined results from tasks relating to interactions with prospects or customers, allowing users to categorize their engagements for better tracking and analysis.

How do I enable Task Outcomes?

To enable Task Outcomes, navigate to Deals > Task Settings and toggle the Task Outcomes option to On.

Can I create my own Task Outcomes?

Yes, you can create custom Task Outcomes by going to Deals > Task Settings and selecting Manage Outcomes.

How do I report on Task Outcomes?

You can access the Task Overview Report under Reports > Deals > Task Overview or from Deals > Task Overview, where you can filter outcomes for analysis.

Is there a limit to the number of Task Outcomes I can create?

Yes, each task type can have a maximum of 20 outcomes assigned to it.

What happens if Task Outcomes are disabled?

If Task Outcomes are disabled, you will not be able to add outcomes to your tasks, and the feature will not appear in your task completion workflow.

Can multiple team members use the same Task Outcome?

Yes, outcomes can be shared across multiple tasks and used by different team members on their respective tasks.

For further information, you can explore more available documentation in ActiveCampaign resources. ```