We are a small organization with several offices, and we often need to assign tasks to different people, for example is one of us is travelling. This can be a permanent or temporary assignment. We use CRM 2013 and the Outlook integration tool.
In most cases, a customer will contact us by email. These emails go to a central location, where they are assigned to the most qualified person, and a task is set up for that person to respond. This task shows up in the responder's task list (in outlook), and it is the responder's responsibility to follow up.
If the responder is not able to do this is a reasonable time frame, the task needs to be assignedforwarded to someone else, and I'd like to know what the best practice is for that.
There are 2 different scenarios:
1) The transfer is temporary. Task is originaly assigned to person A. A then assigns the task temporarily (say, 3 weeks) to B. During that time, all tasks show up in B's task list and he/she can respond. After expiration, the taskss revert to A.
2) The transfer is permanent. Again, task is orginally assigned to A. A and B decide that B is the better contact, Task is transferred permanently to B.
WE have been experimenting with changing the task owner, and "assigning tasks" in outlook, but the results are confusing. Assigning tasks in Outlook tells us that the link to the contact will be broken, changing task owners duplicates tasks, so that they show up in A AND B's task list.
What is the best practice to shift tasks between users?