You resolve a task by reviewing the new or changed record and then taking an action. The possible actions depend on the workflow configured for the business event.
Reviewing a new record
Review all fields in the new record to ensure that the record is acceptable.
Before you can review a task, you must claim the task.
You can review and edit dynamic field values in the edit mode of approval tasks. You can also compare changes to dynamic field values with the existing ones. However, you can't compare or make changes to dynamic field definitions.
1On the Workflow Inbox page, from the Quick Filters list, select My Tasks.
The My Tasks tab appears and displays your open tasks.
2To review a task, click the task title.
The associated record opens in a tab.
3If you see a typographical error or an incorrect value, click Edit, edit the field, and then click Save.
4To resolve the task, click an appropriate action.
Action
Description
Approve
If the record is acceptable, click Approve.
Reject
If you disagree with one or more values, click Reject.
5To send back the task or return the task to the pool of unassigned tasks, perform an appropriate action.
Action
Description
Send Back
To send the task back to a prior workflow step, click Send Back. Select the user to which you want to send the task.
Release
To return the task to the pool of unassigned tasks, click Release.
Reviewing an edited record
Review edited records to ensure that the changes are correct. The edit fields are highlighted.
Before you can review a task, you must claim the task.
1On the Workflow Inbox page, from the Quick Filters list, select My Tasks.
The My Tasks tab appears and displays your open tasks.
2To review a task, click the task title.
The associated record opens in a tab. The edited fields are highlighted.
3Optionally, to view all fields in the record, clear Show modified fields only.
All fields appear.
4If you see a typographical error or an incorrect value, click Edit, edit the field, and then click Save.
5To resolve the task, perform an appropriate action.
Action
Description
Approve
If you agree with the edits, click Approve.
Reject
If you disagree with one or more of the edits, click Reject.
6To send back the task or return the task to the pool of unassigned tasks, perform an appropriate action.
Action
Description
Send Back
To send the task back to a prior workflow step, click Send Back. Select the user to which you want to send the task.
Release
To return the task to the pool of unassigned tasks, click Release.
Reviewing records to resolve duplicates
To resolve duplicate records, review the matching records in a merge task. The matching records are potential duplicates of a record. The task also displays a preview of the merged record. You need to review the matching records and the values they contribute to the merged record. The contributing values are highlighted.
Before you can review a task, you must claim the task.
1On the Workflow Inbox page, from the Quick Filters list, select My Tasks.
The My Tasks tab appears and displays your open tasks.
2To review a task, click the task title.
The task opens on a tab and displays the matching records.
3 On the record header row of the target record, expand the record to review its source records.
4To determine whether a matching record is a correct match, compare each matching record with the target record.
5If required, on the record header row, click and select the appropriate label for each matching record.
Label
Description
Match
Indicates that the records is a duplicate. The record will be merged with the target record.
Not a match
Indicates that the record is not a duplicate. The record will never match with the target record.
Not Sure
Indicates that you are not sure of whether the record is a duplicate. The record will not be merged but can appear as a matching record of the target in a new merge task.
6To determine whether to merge the records, review the values in the Merged Record Preview column.
7To resolve the task, click an appropriate action button.
Action
Description
Approve
If you want to merge the records that are matches, click Approve.
Reject
If you do not want to merge the records, click Reject. The records can appear as a matching record of the target in a new merge task.
8To send back the task or return the task to the pool of unassigned tasks, perform an appropriate action.
Action
Description
Send Back
To send the task back to a previous workflow step, click Send Back. Select the user that you want to send the task to.
If you are not an approver, don't send the task back to a previous workflow step.
Release
To return the task to the pool of unassigned tasks, click Release.
Reviewing source records to unmerge from a master record
Review the source records to unmerge from a master record. The source records to be unmerged are highlighted in yellow. You can preview the master records that will be created after the source records are unmerged from the original master record.
Before you can review a task, you must claim the task.
1On the Workflow Inbox page, from the Quick Filters list, select My Tasks.
The My Tasks tab appears and displays your open tasks.
2To review a task, click the task title.
The task opens on a tab and displays the master record and the associated source records.
3Ensure that the correct source records are selected for unmerging from the master record.
4Preview the master records that will be created after the source records unmerge.
aOn the record header row of the original record, click the down arrow.
bFrom the list, click each master record, and view the associated source records.
5To resolve the task, click an appropriate action button.
Action
Description
Approve
If you want to unmerge the selected source records, click Approve.
Reject
If you do not want to unmerge the selected source records, click Reject.
6To send back the task or return the task to the pool of unassigned tasks, perform an appropriate action.
Action
Description
Send Back
To send the task back to a prior workflow step, click Send Back. Select the user to which you want to send the task.
Release
To return the task to the pool of unassigned tasks, click Release.
Reviewing a new hierarchy
Review new hierarchies to ensure that the hierarchy is acceptable.
1On the Workflow Inbox page, from the Quick Filters list, select My Tasks.
The My Tasks tab appears and displays your open tasks.
2To review a task, click the task title.
The associated hierarchy opens in a tab.
3If you identify a record that you want to add to or remove from the hierarchy, click Edit, edit the hierarchy, and then click Save.
4To resolve the task, perform an appropriate action.
Action
Description
Approve
If the hierarchy is acceptable, click Approve.
Reject
If you disagree with one or more values, click Reject.
5To send back the task or return the task to the pool of unassigned tasks, perform an appropriate action.
Action
Description
Send Back
To send the task back to a prior workflow step, click Send Back. Select the user to which you want to send the task.
Release
To return the task to the pool of unassigned tasks, click Release.
Reviewing an edited hierarchy
Review edited hierarchies to ensure that the changes are acceptable. The edited nodes are highlighted.
1On the Workflow Inbox page, from the Quick Filters list, select My Tasks.
The My Tasks tab appears and displays your open tasks.
2To review a task, click the task title.
The associated hierarchy opens in a tab. The edited nodes are highlighted.
3If you identify a record that you want to add to or remove from the hierarchy, click Edit, edit the hierarchy, and then click Save.
4To resolve the task, perform an appropriate action.
Action
Description
Approve
If you agree with the edits, click Approve.
Reject
If you disagree with one or more of the edits, click Reject.
5To send back the task or return the task to the pool of unassigned tasks, perform an appropriate action.
Action
Description
Send Back
To send the task back to a prior workflow step, click Send Back. Select the user to which you want to send the task.
Release
To return the task to the pool of unassigned tasks, click Release.
Reviewing a deleted hierarchy
Review deleted hierarchies to ensure that the deletion is acceptable.
1On the Workflow Inbox page, from the Quick Filters list, select My Tasks.
The My Tasks tab appears and displays your open tasks.
2To review a task, click the task title.
The associated hierarchy opens in a tab.
3To resolve the task, perform an appropriate action.
Action
Description
Approve
If you agree with the deletion, click Approve.
Reject
If you disagree with the deletion, click Reject.
4To send back the task or return the task to the pool of unassigned tasks, perform an appropriate action.
Action
Description
Send Back
To send the task back to a prior workflow step, click Send Back. Select the user to which you want to send the task.
Release
To return the task to the pool of unassigned tasks, click Release.