Review and approve a post case review

Review and approve a post case review document for a resolved case.

Before you begin

Role required: sn_customerservice_manager or admin

About this task

When a customer service agent creates a post case review document that requires an approval, the system sends an email notification to the list of approvers. This email contains the following information:

• A short description of the case and the agent assigned to the case.
• Links to the post case review and case records.
• A link to download the post case review document.
• Links to approve the document or suggest changes.

When a post case review record is in the Awaiting Approval state, approvers can access the Approve and Suggest Changes UI actions.

Procedure

1. Click the link in the email to download the post case review document.
2. Review the document.
3. To suggest changes to the document:
   1. Click the link in the email to suggest changes.
      Alternately, click the link to open the post case review record and then click Suggest Changes.
   2. Add the information in the Work notes field on the Post Case Review record.
4. To approve the document:
   • Click the link in the email to approve the document.
   • Click the link to open the post case review record and then click Approve.
   The state of the post case review record changes to Approved.