Step By Step

Process

•In the case that the customer request is created by a Sales Representative, the customer request is considered as approved at creation and goes directly to status Approved. Nevertheless, if the customer request is created by anyone else, the customer request needs to be approved through an approval flow.

•During the Approval process, the Customer Request will be frozen until it is Approved or Rejected.

•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.

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 and the Approver will receive a notification email.

Next process step
•As David submitted the Customer Request for Approval, the Status is changed to Pending Approval and the Approver is notified by email that he/she needs to take action. •Let’s follow John, working as a Sales Representative and assigned as Approver, 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.

Approving the Customer Request
Once John opens the Customer Request, he can scroll down to the Approval History related list and click Approve or Reject it.