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mark.peplow Approving emails prior to sending to a customer
Requirement as follows, any ideas how this could be accomplished:
contact centre agent presses send email button on case pagelayout to communicate with a customer about a complaint they raised. However, not all agents have permission to send an email without prior approval of email content. We cant allow the agent to decide themselves whether to seek approval or not. Salesforce.com needs to perform the following actions upon send email button being pressed:
- check if user has sufficient permission to send without approval, if so, send email, attach to case activity history
- if user doesnt have approval, route suggested email text through an approval process whereby supervisor approves
- once supervisor approves, email sent out and activity history updated.
- if email text rejected, notify case owner, who starts the process again
appreciate some ideas of how to accomplish.
thanks