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            Dispute Intake Process

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            3. Financial Services Cloud Admin Guide

            Dispute Intake Process

            To guide service representatives through a structured assessment, configure the components of the dispute intake process. Define assessment questions by using the Discovery Framework sample templates. Customize the dispute intake Omniscript to capture the details needed to validate disputes accurately.

            Required Editions

            Available in: Lightning Experience
            Available in: Professional, Enterprise, and Unlimited Editions
            • Deploy Discovery Framework Sample Templates for Transaction Dispute Management
              Help your service representatives collect the right information for Mastercard, Visa, and Automated Clearing House (ACH) transaction disputes. Deploy pre-built sample templates to add guided questionnaires to your Salesforce instance. These templates include sample questions, Omniscripts, and integration procedures that make it easier and faster to gather customer dispute details.
            • Associate the Dispute Intake OmniScript to an Action Launcher Deployment
              The FSC/TransactionDisputeManagement OmniScript guides users in capturing a customer dispute request. Service representatives can launch this Omniscript from the record details page of a person account to capture a dispute request.
            • Set Up Deflection for Disputed Transactions
              Transaction deflection helps you redirect the disputed transactions based on predefined business rules and criteria. The deflection feature in Transaction Dispute Management gives you the flexibility of defining certain thresholds for transactions using an expression set. During a dispute request intake, when transactions don’t satisfy the thresholds, they can be resolved without requiring further investigations.
            • Configure Dispute Intake without Transaction Enrichment
              Transaction Enrichment is an optional feature in Transaction Dispute Management. If you don’t want to enrich the financial transactions with merchant information, deactivate the enrichment-related components in the dispute intake OmniScript.
             
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