Reference Request & Fulfillment Workflows

This topic contains overviews of the various Upland RO Innovation workflows that can be enabled for Reference Request and Fulfillment.

Note: Contact your RO customer success manager to configure and manage your workflow.

Workflow Type Functionality
Workflow Type Automated Account Owner Approval Flexible Approval Routing Reference Contact Info Sent to Requester Reference Manager Coordination Event Feedback Survey Auto-Complete Request
RM-Fulfill No No No Yes Optional Not Available
RM-Fulfill with Approval Routing Yes Yes No Yes Optional Not Available
Self-Fulfill with AO Touchpoint No No No No Mandatory Optional
Self-Fulfill with Approval Routing Yes Yes Yes No Optional Optional

RM-Fulfill

In the RM-fulfill workflow, the requester creates and submits a request. Upon submission of a request, two emails are triggered; one email to the requester confirming the receipt of the request and one email to the reference team notifying them of the request. Next in the process, the new request appears in the request queue where the reference manager or admin self-assign the new request. It is the responsibility of the reference team to process, fulfill and close the reference request. Upon closing, the reference manager has the option to require confirmation or not when they complete the request.

Note: For this workflow, it is optional to enable Event Feedback Surveys. If the event feedback survey feature is enabled, approved request activities are confirmed when the requester submits the event feedback survey. If this feature is not enabled but confirmation is required, the reference manager would need to confirm participation.

The RM-fulfill workflow is best for a reference team that wants to manually fulfill and complete reference requests for a given reference activity type.

  1. Submit a Reference Request.
  2. The new request appears on the My Request tab for the Requester.
  3. Email is sent to Reference Owner notifying them of the request.

    4. Note: If there is no Reference Owner associated with the account, the default Reference Owner will receive the email.

  4. Email is sent to Requester confirming receipt of request.
  5. The Request appears in the Request Manager’s request queue.
  6. The Request Manager or Admin will assign the request to the Reference Manager.
  7. Reference Manager contacts the requested references or Account Owner(s) to confirm use of reference.

    8. Note: If Event Feedback Survey is enabled, the Event Feedback Survey email is sent to the Requester after X number of days.

  8. Upon completion of the Event Feedback Survey, Reference Participation is updated in the RO Platform.

Note: Click here to see a diagram of the RM-Fulfill workflow.

RM-Fulfill with Approval Routing

In the RM-fulfill with Approval Routing workflow, the requester creates the request and submits the reference request. Once the request has been submitted, it is routed through a customer specific, predefined approval workflow. At each stage of the approval workflow, an email is triggered and request responses and comments are captured. After the final person in the approval workflow has submitted their response, the request is displayed in reference manager request queue as New in the Active and All Request tabs. It is the reference manager’s responsibility to fulfill and disposition the reference contact using the approval history from the Request Details edit/disposition pop-up. The reference manager can choose to require confirmation or not when they fulfill and complete the request.

Note: For this workflow, it is optional to enable Event Feedback Surveys. If the Event Feedback Survey feature is enabled, approved request activities are confirmed when the requester submits the Event Feedback Survey. If this feature is not enabled, but confirmation is required, the reference manager would need to confirm participation.

The RM-fulfill with Approval Routing workflow is best used when the requester wants the request to go through approval routing, but then want the reference team to review approval results for final disposition, fulfillment and closing.

  1. Submit a Reference Request.
  2. The new request appears on the All Approvals tab for the Requester.
  3. Email is sent to Requester confirming receipt of request.
  4. Email is sent to the first Approver identified in the approval workflow.

    5. Note: If the request contains more that one reference, the request will be split up and multiple emails will be sent to the appropriate Approvers.

  5. Approver(s) complete the approval/denial of the request.

    6. Note: The approval/denial that is captured in the final round of the approval process will be the final result of the process (e.g. if an asset type has two rounds of approval and the first round is denied and the second round is approved, the result is an approval).

  6. After the final round of approvals, two emails will be sent, one to the requester and one to the Reference Manager indicating that the approval process is complete.
  7. The request will be displayed in Reference Manager’s Active and All Request tabs.
  8. Reference Manager fulfills the request. The Reference Manager may edit the requested asset screen if needed. Depending on what settings are selected, any of the following scenarios may occur: 
    • Scenario 1: Use Event Feedback Survey = yes and Confirmation Required = yes
    • Scenario 2: Use Event Feedback Survey = yes and Confirmation Required = no
    • Scenario 3: Use Event Feedback Survey = no and Confirmation Required = yes
    • Scenario 4: Use Event Feedback Survey = no and Confirmation Required = no

Note: Click here to see a diagram of the RM-Fulfill with Approval Routing workflow.

Throughout the RM-fulfill with Approval Routing process, the request will appear on the following tabs depending on where the request is in the process and who is logged in.

  RUX RO Platform
Request Submission All Approvals All Approvals
Approval Window My Approvals All Approvals
Post Approval My Requests Active Requests, All Requests

Self-Fulfill with AO Touchpoint

In the Self-fulfill with AO Touchpoint (formally known as Auto-Fulfill) workflow, the requester creates and submits the request. Upon submission of request, two emails are triggered; one to the requester containing account owner’s (AO) contact information and one to the account owner notifying them of the request and the upcoming contact from the requester. It is the responsibility of the requester to coordinate a touchpoint with the account owner to obtain permission and contact information for the customer reference. Once contact is made and approval is received, either the account owner or the requester can coordinate the reference request activity. This type of workflow streamlines the process of requesting customer references, allowing salespeople to search for appropriate references, submit approval request for these references, and contact he reference owners directly.

Note: For this workflow, it is mandatory that Event Feedback Surveys are enabled to confirm participation against and complete the request. The request stays in Auto-fulfill status until the survey is submitted. The RM Fulfill workflow is best for a reference team that wants to manually fulfill and complete reference requests for a given reference activity type.

The Self-fulfill with AO Touchpoint workflow is best used when an account owner is the gatekeeper of the reference contact requiring the requester to contact the account owner directly to fulfill the request for a given activity type.

  1. Submit a Reference Request.
  2. The new request appears on the My Request tab for the Requester.
  3. Email is sent to Reference Owner notifying them of the request.
  4. Email is sent to Requester confirming receipt of request. This email contains the Account Owner’s contact information.
  5. Requester contacts the Account Owner to obtain permission to use the desired reference.
  6. Requester or Account Owner coordinate with the reference to arrange and conduct the reference activity.

    7. Note: Once the request occurs, a reference event survey is sent to the requester after a specified number of days; the survey asks whether the reference event occurred. If the requester indicates that the reference event did not occur they can initiate another reference request.

  7. Upon completion of the Event Feedback Survey, Reference Participation is updated in the RO Platform.

Note: Click here to see a diagram of the Self-Fulfill with AO Touchpoint workflow.

Self-Fulfill with Approval Routing

In the Self-fulfill with Approval Routing workflow, the requester creates the request and submits the reference request. Once the request has been submitted, it is routed through a customer specific, predefined approval workflow. At each stage of the approval workflow an email is triggered, and request responses and comments are captured. After the final person in the approval workflow has submitted their response, the request is displayed in reference manager’s Active Requests and All Request tabs. In addition, an email is triggered to the requester containing the reference customer and contact information.

Note: For this workflow, it is optional to enable Event Feedback Surveys. If the event feedback survey feature is enabled, the request process is complete only when the requester submits the event feedback survey, or the reference manager can close the request manually in the system. Also with this workflow, you have the option to auto complete requests.

The Self-fulfill with Approval Routing workflow is best for the most hands-off approach to fulfilling requests. Requests will go through approval routing and automated dispositioning, and then the approved contact info is sent to the requester for fulfillment.

  1. Submit a Reference Request.
  2. The new request appears on the All Approvals tab for the Requester.
  3. Email is sent to Requester confirming receipt of request.
  4. Email is sent to the first Approver identified in the approval workflow.

    5. Note: If the request contains more that one reference, the request will be split up and multiple emails will be sent to the appropriate Approvers.

  5. Approver(s) complete the approval/denial of the request.

    6. Note: The approval/denial that is captured in the final round of the approval process will be the final result of the process (e.g. if an asset type has two rounds of approval and the first round is denied and the second round is approved, the result is an approval).

  6. After the final round of approvals, two emails will be sent, one to the requester and one to the Reference Manager indicating that the approval process is complete.
  7. The request will be displayed in Reference Manager’s Active and All Request tabs and can be completed by one of the following scenarios:
    • Scenario 1: If the Event Feedback Survey is enabled, the request process is completed when the requester submits the Event Feedback Survey.
    • Scenario 2: Reference manager can complete the request manually in the system.
    • Scenario 3: If "Auto Complete Requests" is enabled, the request process is completed automatically after X number of days.

Note: Click here to see a diagram of the Self-Fulfill with Approval Routing workflow.

Throughout the Self-fulfill with Approval Routing process, the request will appear on the following tabs depending on where the request is in the process and who is logged in.

  RUX RO Platform
Request Submission All Approvals All Approvals
Approval Window My Approvals All Approvals
Post Approval My Requests Active Requests, All Requests