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Time recording for Customer Service Management › Agent management › Use › Customer Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Review and approve time sheets for customer service agents

Managers can review time cards and time sheets for agents in their assignment groups.

Before you begin

Role required: sn_customerservice_manager

About this task

When a time sheet is approved, the time cards are processed and used to create expense lines that reference the defined labor rate cards.

Procedure

  1. Navigate to All > Customer Service > Manager > Time Sheets - Pending Approval.

  2. Select a time sheet.

  3. If necessary, review the time cards associated with this time sheet in the Time Cards related list.

  4. Click one of the available actions.

ApproveThe state of the time sheet and the associated time cards changes to Processed and these records become read-only.
RejectThe state of the time sheet and the associated time cards changes to Rejected. The customer service agent can modify the time sheet and submit again for approval.