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Aliena Somers

Isabel Navarro

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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.

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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:

  • Open - The Request has not yet been handled or is being worked on and is not complete.

  • Hold - The Request is put on hold to be handled later or needs more time to be completed.

  • Completed - The Request has been handled. it will no longer show on this pageTo view Completed Requests change the filter to Completed to view.This was called out on the last 2 rounds of edits but wasn’t

    changed - Technically, it does still show on the page, but you have to use a filter to see it. For this I challenge you to play around with the tool to identify how a completed task can still be displayed.

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 this Request either by the person assigned to this or the person who submitted the request. When a customer creates a request, this is their note detailing the issue, the person assigned to the request does not add a note hereCustomer when the request is made.

Completion Note

Add a Completion Note detailing how the request was resolved for future referencing. notes on the completion of this Request for anyone looking to see how it was solved.

Complete a Request

  1. Double click on request you would like to work on.

  2. Review the status, Reason Code and Notes about how to complete.

  3. 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.

  4. Include a completion note to explain how the request was solved and any notes to include for the customer.

  5. Click Save to save the changes made.

Using Linked Items

This part of the tool links items needed Linked Items links any items that accompany the request to proceed with this account request by clicking the + icon and selecting what which item or items you would like to link to this Account Requestyou need.

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Linked Item

Descriptions

Add Task

Add a new task to complete this request.

Add Appointment

Add a new appointment for an appointment set to handle this request.

Link Task

Link an existing task that goes with has been set for handling this request.

Link Appointment

Link an appointment that is set for related to this request.

Link Service Record

Link a Service Record associated with that provides information for 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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