There are certain actions that you wouldn't want your support team to have the full authority over as the price for the error is really high. In that case, you can create an approval workflow. Such a workflow would help:
- route approval requests to the approver
- provide the approver with information pertinent to the case
- make it a rule that certain actions can only be performed if approved
- optionally, enable communication within the approval process
Now, let's see how it works: approval workflow.