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            Complaint Management Assistance

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            Complaint Management Assistance

            Complaint Management Assistance provides a prebuilt subagent and actions that help complaint handlers automate investigations and streamline resolutions. Instead of switching context between multiple screens, handlers can use natural language to search historical data for proven resolution strategies and common patterns. Based on the resolution summaries of similar complaints, the agent also suggests next steps to resolve the current complaint. The agent also assists handlers in quickly generating audit-ready resolution notes, updating complaint records, and drafting customer communications that properly apply regulatory disclaimers.

            Required Editions

            Available in: Lightning Experience
            Available in: Professional, Enterprise, and Unlimited Editions with the Agentforce for Financial Services add-on license or included in Agentforce 1 Financial Services Edition. Requires each user to have the Agentforce for Financial Services add-on to access the action.
            Note
            Note

            Make sure you review the available resources for Einstein Generative AI and Agentforce before you implement Agentforce for your company as per your requirements.

            The Complaint Handling subagent includes these actions, prompt templates, and associated flows. To configure any element of the flows, see Automate Your Business Processes with Salesforce Flow. To configure any element of the prompt template, see Manage Prompt Templates.

            AGENT ACTION REFERENCE ACTION TYPE & NAME DESCRIPTION EXAMPLES OF WHAT CAN BE CONFIGURED
            Find Similar Complaints Flow: Get Similar Complaints

            Searches historical records to find related complaints that match the meaning of the issue being reported. The flow calls the findSimilarComplaints invocable action, which queries the search index and returns matched historical complaints. The results include the complaint’s name, subject, description, status, resolution summary, priority, type, subtype, and product type.

            		 Configure the search index name to point to the search index configured in your org. Optionally filter results by complaint status such as Resolved, Submitted, or In Progress.
            Generate Resolution Note

            Prompt Template: Generate Resolution Note

            Flow: Get Public Complaint and Related Record Details

            Generates a concise, factual, and audit-ready resolution summary for public complaint records. The prompt template triggers the Get Public Complaint and Related Record Details flow. This flow retrieves the associated case, tasks, comments, and action plans, and sends those details to the prompt template to use in the resolution summary.

            		 Adjust the prompt template instructions to adhere to specific company phrasing, or configure the underlying flow to match your business logic and validation requirements.
            Draft Customer Response Flow: Get Complaint and Case Details

            Collects and formats the complaint, account, and case details into an aggregated text variable, which is then passed to the standard Draft or Revise Email action to generate the final customer correspondence.

            Configure this flow to match your business logic and validation requirements.
            • Considerations for Complaint Management Assistance
              Before creating an agent by using the Complaint Management Assistance template, consider supported functionality, usage, limitations and allowances, limits, and other issues.
            • Setup and Configuration of Complaint Management Assistance
              Automate routine complaint investigation and resolution tasks for complaint handlers by using conversational AI. Use the Complaint Management Assistance template to build an Agentforce Employee Agent that takes quick action on complaint records.
            • Complaint Management Assistance Subagent Reference
              A subagent defines an agent's range of capabilities for a particular job to be done. Subagents help agents identify the types of user requests, determine the scope of requests, make decisions, and perform actions.
            • Work with Complaint Management Assistance
              Helps complaint handlers investigate complaints, search for similar historical complaints, and suggest next steps based on resolution summaries. Complaint handlers can also generate audit-ready resolution summaries, update complaint fields, and draft customer responses by using natural language.
             
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