Step By Step
Process | |
•After all the information related to a Customer Request, not only the information on the Page layout but also the information on the related lists, the Customer Request should be submitted for Approval. To Submit for Approval, Users need always to click the "Submit for Approval" button.
•If the Submitter is a Salesrep or from the GBU PePol, the Customer Request will be automatically Approved. Else, the Customer Request status will be changed to Pending Approval. During the Approval process, the Customer Request will be frozen until it is Approved or Rejected. •Each GBU have its own rules to assign User or Group of Users for approval :
 Automatically assign the Approver based on Criteria from the Customer Request |
Recall the Approval Request |
•If additional information is needed before the Approval of the Customer Request, it can be recalled with a comment. Once the information has been delivered, the Request can be submitted for Approval again  •When the Customer Request is Approved, the Status will automatically be changed to Approved |
Next process step | |
•As David submitted the Customer Request for Approval, the Status is changed to Pending Approval and the User or Group of Users that have been assigned bu each GBU to be the Approvers are notified by email that an action needs to be taken.  •Let’s follow John, working as a Sales Representative and member of a Queue that has been assigned as Approver by his GBU rules, while he completes the Approval part of the Customer Request. |
Approver notification | |
•In order to get to the Customer Request page, John can either find the Customer Request on the Case object or simply click on the Customer Request link in the notification email.  | |
Assignee Notification | |
As defined previously, David was assigned as Originator and Notified any required user about the Customer Request. In addition the business rules defined will automatically assign the Approver and the Processor as User or Group of Users. These different assignees will have the ownership at deferent status to peform actions on the Customer Request.
Once David has created the Customer Request and submitted it for Approval, the Status is updated to Pending Approval.
Base on David GBU's rules, the Approver for this Customer Request is a Queue. A notification flow sends an email to all Queue members informing them that the status was changed and that further action is needed. The routing table is the following:
These notifications are meant for users who need to take action on the Customer Request. Other users can always consult the Customer Request or the Reports if they need information on a Customer Request.
Well Done David! The Customer Request is created and submitted and submitted for Approval and a notification has been sent to the Approver (John) to inform him that he needs to approve or reject the Customer Request. | |
John Receive a Notification Email to ApproveIn order to get to the Customer Request page, John can either
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Approving the Customer Request | |
After Reviewing the Customer Request , John approves it.
 Once John opens the Customer Request, he can scroll down to the Approval History related list and click Approve or Reject it.
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Need help?
you can copy users with email address , default priority is Low , then Submit . We advise you to put keywords in subject to ease dispatching to correct Agent : CRM - Complaint for example
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