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            Public Sector | Find Similar Unresolved Complaints

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            Public Sector | Find Similar Unresolved Complaints

            Finds unresovled complaints that are similar to a complaint by matching keywords in the complaint summary.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, Unlimited, and Developer Editions with the Agentforce for Public Sector add-on or included in Public Sector for Agentforce 1 Service Edition. Requires each user to have the Agentforce for Public Sector add-on to access the action.
            User Permissions Needed
            To use the Find Similar Unresolved Complaints action:

            Public Sector Access permission set

            AND

            Agentforce for Public Sector permission set
            See Common User Access for Standard Agent Actions.

            Action Details

            API Name FindSimilarUnresolvedCmplnt
            Reference Action Type Prompt Template
            Reference Action

            Find Similar Unresolved Complaints (pss_agent__FindSimilarUnresolvedCmplnt)
            Does this action execute one or more prompt templates? Yes

            Find Similar Unresolved Complaints Prompt Template

            This action uses the Find Similar Unresolved Complaints prompt template to get the Salesforce record IDs of public complaints that are similar to a public complaint record and are yet to be closed. The prompt template passes the keywords in the Complaint Summary field of the input public complaint record to a search retriever. The retriever finds and returns a list of public complaint records that have similar keywords and a status of Closed. The prompt template returns the Salesforce record IDs of the public complaint records.

            See Also

             
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