How to Create Tasks and Task Blocks

Tasks are the main driver of activity in your claims management application and claims workflow. They represent the work that your claims adjusters complete to resolve a claim. A workflow is a process made up of a series of tasks done by claims adjusters and workflow automations done by the system to resolve issues and process claims. Connected Claims allows you to manage workflows, claims, tasks, and automations in a centralized place.

When managing your tasks, the Control Panel allows you to dynamically change the workflow for an individual claim by adding or removing tasks to any section of the workflow. You can add new tasks in a sequence to capture a specific process and even see a real-time visualization of the whole claim process that updates as you add, remove, or complete tasks.

This page will provide a brief overview of what tasks and task blocks are, how to configure them, and how they relate to claim workflows.

What are tasks and task blocks?

Tasks are steps in a workflow that represent the actions taken by claims adjusters or other users to resolve claims.

Task blocks are groups of tasks that are chained together in a sequence to create flexible pathways within a workflow. Task blocks aren't specific to a claims type and can be reused across all claims types.

Tasks and task blocks can be shared across all claim types and claim categories.

In addition to tasks and task blocks, you can also optionally add milestones and automation within a claim type workflow.

Learn more about adding milestones and organizing tasks.

Learn more about workflow automation and how to use them.

Tasking section

All tasks and task blocks for your claim management app are in the Tasking section of the Control Panel, which consists of two tabs: Tasks and Task Blocks. Surveys and questions are in the separate Questionnaire section.

Tasks tab

The Tasks tab lists each task with its Type, its Assigned Group, and when it was Added and Last Updated, including who made each change.

The following image highlights the actions you can do in the Tasks tab:

#	Action
1	View the most recently updated tasks as cards, each showing its task type and when it was last updated.
2	View the name and details of each task across all claim types and categories in the Control Panel.
3	Create tasks.
4	Search the All Tasks list, and filter it by task type, assigned group, or status.

Create tasks

You can create tasks in two places, on the Tasks tab or in the Workflow tab of a claim type.

Create tasks from the Tasks page

To create tasks directly from the Tasks tab:

1. In the Control Panel navigation pane, click Tasking, then go to the Tasks tab.
2. On the Tasks tab, click CREATE TASKS.

3. In the Create Task dialog, configure the following task properties.

   • Title: The name of the task.
   • Task Type: The kind of activity the task represents.
     • There are eleven task types that are available out-of-the-box: Confirmation, Decision, Document Upload, Set Reserves, Make Payment, Liability Assessment, Cost Estimate, Settlement, Survey, Create Claim and Send Email.
   • Claim Type: The claim type to create a new claim in using the create claim task type.
   • Relationship to Original Claim: The relationship between the new claim created using the create claim task type.
     • There are five relationships to choose from: Related, Duplicates, Duplicated By, Parent, and Child.
   • Email Template: The new or existing email template to use for the send email task type.
   • Default Assigned Group: The group that is initially assigned this task, unless otherwise specified.
   • Default SLA: The service level agreement to apply to the task, calculated in calendar days, hours, and minutes.
     • To calculate SLAs in business days, enable the Calculate the due date using business days option.
   • Question: The question for your users to answer. Questions are required for the decision task type.
   • Response Options: The possible responses for your users to choose from. Response options are required for the decision task type.
   • Description: Description of the task. This text box contains many text formatting options, so you can write the best description of the task, including instructions, for your users.
4. When you're done configuring the task, click CREATE.

Create tasks from a claim type

Create and configure a task from within a claim type.

Edit tasks

You can edit tasks from the Tasks tab and in a claim type on the Workflow tab. You can edit tasks and workflows at any time, even for in-progress claims.

Because you can edit a workflow while a claim is in progress, another user may be working that claim in Workspace as you edit it. Connected Claims locks a claim or task set while a user edits it, so your changes and theirs cannot overwrite each other. To understand what a locked record looks like and how to clear a conflict, see Simultaneous editing.

Task Blocks tab

The Task Blocks tab lists each task block with its Task Count, its Description, and when it was Last Updated, including who made the change.

The following image highlights the actions you can do in the Task Blocks tab:

#	Action
1	View the most recently updated task blocks as cards. Each card shows the number of tasks in the block and a visualization of the sequence those tasks run in.
2	View all task blocks across all claim types and categories in the Control Panel.
3	Create task blocks.
4	Search the All Task Blocks list, and filter it by status.

Create task blocks

To create a task block:

1. On the Task Blocks tab, click CREATE TASK BLOCK.
2. Enter a name and description. Click NEXT.
3. Click Add Tasks.

4. Select the tasks you want to include in the task block and click ADD.

   

5. (Optional) Re-order the sequence of tasks in your task block using the up and down arrows in each block.
6. To add dependents, open each task and click ADD DEPENDENT.
   • This sets the chronological order in which the tasks are done by selecting the task that should directly follow the current task.

7. Click CREATE.

   

   • Note: Task blocks can only be created and edited from the Task Blocks tab.

Add task blocks to claim types

Once created, you can add task blocks to as many claim types as needed.

Task blocks aren't specific to a claim type and can be reused across all claim types.

You can view and add relevant task blocks to your workflow from the Add Tasks dialog, but you can't create or edit task blocks within a claim type.

To add an existing task block to your case type workflow:

1. From the Configure Workflow dialog, click Add Task Blocks.

   

2. (Optional) Select a milestone for each task in the task block.
3. Click ADD, then click UPDATE.

Questions tab

The Questions tab enables you to create and manage a bank of questions that you can use in your surveys or other parts of the claims process.

You can create and organize questions by response type, including:

• Short Text: Questions that request a concise response, such as a word or phrase.
• Long Text: Questions that request detailed and explanatory responses, such as one or more paragraphs or essays.
• Number-Integer: Questions that prompt for numerical answers within a specified range or value.
• Date and Time: Questions that request a date and time response.
• Multiple Choice: Questions that offer a selection of answer options, from which one or more options can be selected.
• Single Select Dropdown: Questions that present a dropdown menu of answer choices, from which one or more options can be selected.

The Questions list shows each question with its Status, its Response Type, the number of Surveys Referenced, and when it was Created and Last Updated, including who made each change.

The following image highlights the actions you can perform on the Questions tab:

#	Action
1	View existing questions across all response types.
2	Create new questions.
3	Search the list, and filter it by status, response type, created date, or last updated date.
4	Edit questions.

Create a new question

To create a new question:

1. In the Control Panel navigation pane, click Questionnaire, then go to the Questions tab.
2. On the Questions tab, click CREATE QUESTION.
3. In the Status radio button, select the status you want for the question.
   • Options include: Active and Inactive.
4. In the Question field, enter the question text.
5. From the Question Type dropdown, select the type of question.
   • Based on the Question Type, you might have to enter additional information such as response options.
6. Click CREATE.

Once created, the question will automatically appear in the Questions list. You can update an existing question at any time by clicking the Edit icon to open the Update Question dialog. Note that you cannot change the status of questions used in active surveys to Inactive.

Surveys tab

The Surveys tab allows you to create custom surveys that can be integrated into the claims process. Once created, surveys can be assigned as tasks in workflows, allowing your claims examiners and adjusters to complete them at specific times during the workflow.

A Recent strip at the top of the tab shows the most recently updated surveys as cards, each in its own color with the date it was last updated. Below it, All Surveys lists each survey with its Status, its Number of Questions, and when it was Created and Last Updated, including who made each change.

The following image highlights the actions you can perform on the Surveys tab:

#	Action
1	View existing surveys.
2	Create a new survey.
3	Search the list, and filter it by status, created date, or last updated date.
4	Edit surveys.

Create a new survey

To create a new survey:

1. In the Control Panel navigation pane, click Questionnaire, then go to the Surveys tab.
2. On the Surveys tab, click CREATE SURVEY.
3. In the Survey Name field, enter a name to provide context for your survey.
4. From the Status radio button, select the status you want for the survey. Options include: Active and Inactive.
5. In the Description field, enter a description for your survey to provide users with the content they need to understand the survey purpose.
6. Search the Question Bank to identify one or more questions you want to add to your survey.
   • Note: If the question does not exist in the Question Bank, create a new question and add it to the Question Bank.

7. After locating the question you want to add to the survey, click + ADD.

   • You can reorder the questions and also mark them as required within the survey.
8. When you finish adding all your questions to the survey, click CREATE.

The Control Panel adds your new survey to the Survey list, making it available for you to use in a task.

Create a new survey task

After you create a survey, you can create a survey task to add to a workflow.

To create a new survey task:

1. In the Control Panel navigation pane, click Tasking, then go to the Tasks tab.
2. On the Tasks tab, click CREATE TASKS.

3. In the Create Task dialog, configure the following task properties.

   • Name
   • Task Type dropdown
     • Select the Survey task type.
   • Default Assigned Group
   • SLA (in days)
   • Survey
     • Enter the name of the survey you created in the previous step.
   • Description

4. Click CREATE.

   

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