Document Tracking and Approvals setup with document checklist items
Key Takeaway
Create one document checklist item for each file a customer must provide. The uploaded file then moves through an approval process on the Document Checklist Item object. Approval processes and Experience Cloud sites aren't supported in Professional Edition.
Loans, insurance coverage, and other financial services processes need supporting documents from customers. Document Tracking and Approvals tracks each required document as a document checklist item, from the first upload to approval or rejection. The admin setup decides who can see and change the items, how approvals route, and whether customers upload through an Experience Cloud site. After a file is uploaded, a user can validate it against Salesforce record data before setting its status.
What a document checklist item tracks
Each required document follows the same path:
- A rep creates a document checklist item for each file required from the customer.
- The customer or a user uploads a relevant file for the item. Customers can upload on an Experience Cloud site.
- The file moves through the approval process, where an approver such as an underwriter approves or rejects it.
- For a rejected document, the customer uploads a new version.
Customers track the progress of their uploaded documentation from submission to approval. The rep and the approver also see the status of each document. To change the file on an item, upload a new version of it, either in Salesforce or on an Experience Cloud site.
Priya is a loan officer at a credit union. Tom has applied for a mortgage there. Priya creates three document checklist items for Tom: a W-2, a driver's license, and a paystub. Tom signs in to the credit union's Experience Cloud site and uploads a file for each item. An underwriter reviews the files through the approval process. She approves the W-2 and the license, and she rejects the paystub because the scan is unreadable. Tom uploads a new version of the paystub, and the underwriter approves it. Tom, Priya, and the underwriter can each see the status of every document along the way.