Tracking Due Dates, Reminders, and Follow-ups

Due dates, reminders, and follow-ups help agents complete customer commitments at the appropriate time.

Due dates

Use a due date when an activity must be completed by a specific deadline.

Choose a realistic deadline that reflects the service commitment and the actual work required.

Reminders

Where reminders are supported, configure them early enough to give the owner time to act before the deadline.

A reminder should support the work rather than replace accurate task or activity management.

Follow-up dates

Follow-up dates are useful when another action is expected after a call, customer response, meeting, or other event.

Reviewing overdue work

Regularly review activities whose due dates have passed.

An overdue activity should be completed, rescheduled, reassigned, or otherwise updated so it reflects the real state of the work.

Good practices

Do not repeatedly move due dates simply to remove overdue indicators. Update dates only when the service plan genuinely changes, and document important reasons when needed.