Pathway: Accounts > Accounts Request Management
The Account Request Management tool displays customer initiated Account Requests for all accounts. When the tool opens, all open requests display. Use the filtering options located along the top of the screen to limit what displays.
**IMAGE - your current image is of a specific request…based on the field descriptions below, it needs to be of the Account Request Management tool.
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Filter and Field Descriptions
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Fields | Descriptions |
|---|---|
Created On | The date the Request was received. |
Created By | The person who made the request. |
Type | Indicates the reason for the request and helps in identifying next steps (i.e. who the request should be assigned to). Additional types are added in Setup > Account > Account Request Type. |
Status | Indicates the current status of a request. All new requests display as Open and will remain open until changed by a user. Status include:
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Assigned To | The user assigned to the request. |
Contact | Displays the name of the site contact. In some cases, an email displays if an email was entered in the name field of the Add/Edit Contact screen. |
Reason Code | Identifies the request for internal purposes. Reason codes are created in Set Up > System > Reason Code. |
Note | Any notes that have been added to the Request that will assist in handling this Request either by the person assigned to this or the person who submitted the request. - please revise to remove the wordiness. When a customer creates a request, this is their note detailing the issue, the person assigned to the request does not add a note here. |
Completion Note | Added notes that need to be added to Add notes for details on the completion of this Request like specific notes about a location site or route needed. Please revise so this sentence is clear and specificfor anyone looking to see how it was solved. |
Complete a Request
Double click on request you would like to work on.
Review the status, Reason Code and Notes about how to complete.
Select Complete from the Status drop down and the request will be archived. Completed requests can be viewed using the Status drop down options in the Account Request Management screen.
change status to complete when done.I want you to notice the difference in descriptions here.Should they add a completion note? Why might a completion note be beneficial?
Do they need to click save?
Include a completion note to explain how the request was solved and any notes to include for the customer.
Click Save to save the changes made.
Using Linked Items
This part of the tool links items needed to proceed with this account request .
Notes:
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Last week we talked about capturing an image for this, and what that image should look like. Images help a reader understand what the descriptions below are referring to and is essential in doc. writing.
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by clicking the + icon and selecting what item or items you would like to link to this Account Request.
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Linked Item | Descriptions |
|---|---|
Add Task | Add a new task to this request. |
Add Appointment | Add a new appointment for this request. |
Link Task | Link an existing task that goes with this request. |
Link Appointment | Link an appointment that is set for this request. |
Link Service Record | Link a Service Record associated with this request. |
Link Invoice | Link an invoice needed for this request. |
Link Credit Memo | Link a credit memo to be applied to this request. |
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