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            Considerations for Complaint Management

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            3. Financial Services Cloud Admin Guide

            Considerations for Complaint Management

            Keep these considerations and data requirements in mind before you work with Complaint Management.

            Required Editions

            Available in: Lightning Experience
            Available in: Lightning Experience in Professional, Enterprise, and Unlimited editions where Financial Services Cloud is enabled

            Complaint Management uses specific data models and pre-configured components that you can customize to suit your business needs. Review these considerations to understand how custom configurations affect the complaint intake process.

            • The FSCComplaintManagementGetCustomerInformation data mapper retrieves customer information but gets only standard financial account record types by default. If you use custom record types in your Salesforce instance for financial accounts, customize the data mapper's extract criteria to include your custom record types.
            • When a user files a complaint on behalf of a person account, Salesforce uses Contact-Contact Relationship records to identify the related contact. If the person account doesn’t contain this relationship, the complaint intake Omniscript can’t find the related contact. Make sure that valid contact-contact relationship records exist for person accounts.
             
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