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The Task Groups feature allows you to specify task subscribers for specific account tasks based on user groups you define. If you run a large Customer Success team and each team member is managing different lifecycle stages of an account or has varying responsibilities, this feature will help you distribute team workload with clearer boundary and more flexibilities.
For example, you can create an onboarding CSM group and assign this group to the onboarding workflows for managing the account onboarding processes. You can further specify a subgroup of user(s) as the owner(subscribers) of each milestone task within a workflow. You can also define designated user groups for handling certain alert tasks.
Task subscribes can view, manage and receive email notifications on tasks to which they are a subscriber. Therefore, only CSM users can be included in a task group and only users with accounts assigned to them can be added as subscribers to the tasks associated with those accounts.
***Note that for manually added tasks, there is no such restriction.
Create a Task Group
To create a task group, go to Settings -> Management Center -> Task Groups.
- Click "Add New Group"
- Add group name
- Add CSM users
You can include either one or multiple users in a task group. In the case of only one user in a group, the user will become the owner of the task to which he/she is assigned.
Add Task Subscribers to Tasks
You can add task subscribers to workflow tasks, alert tasks as well as manually created tasks.
In the workflow configuration page, select a task group for the workflow task and for each individual milestone task.
In the alert configuration page, select a task group for the alert task.
Manually created tasks
When you create a new task manually, add individual subscribers to the task directly.
Task Subscriber Notification
You can also turn on the corresponding task notification options in order to receive email updates on the tasks to which you are a subscriber. Note that this is a per-user setting, therefore, each CSM needs to set their own task notification preferences in Natero individually.