Subagent: Transaction Dispute Intake Request
Facilitate the official process for a customer to challenge an incorrect, fraudulent, or unauthorized charge on their account. The subagent collects transaction details and creates a dispute case for review.
Required Editions
| Available in: Lightning Experience |
| Available in: Professional, Enterprise, and Unlimited Editions with Agentforce Financial Services (formerly Financial Services Cloud) |
| User Permissions Needed | |
|---|---|
| To configure transaction dispute intake request subagent: | Financial Services Cloud Extension OR FSC Service AND Industry Service Excellence AND Omnistudio Admin AND Unified Catalog Admin AND Context Service Admin |
| To use transaction dispute intake request subagent: | Financial Services Cloud Extension OR FSC Service AND Industry Service Excellence AND Omnistudio User |
| To let agent use and manage transaction dispute intake request subagent as catalog items for Whatsapp and Voice: | Unified Catalog Agent |
| To use and manage transaction dispute intake request subagent as catalog items for Community Portal and Third-Party Websites: | Unified Catalog Community User |
| To run expression sets and lookup tables: | Business Rule Engine Runtime permission set |
| To use Agentforce: | Agentforce Service Agent User |
Subagent Details
| API Name | RaiseTransactionDisputeRequest |
| Included Agent Actions | Get Financial Accounts for an Account Get Financial Account Transactions Get Enriched Details of Transactions Get Reason Code for Transactions |
Examples of Utterances That Trigger This Subagent
- "I see a charge on my account that I didn't authorize"
- "There's a fraudulent transaction I need to dispute on my credit card"
Set Up Transaction Dispute Intake Request Subagent
Use these steps to set up the Transaction Dispute Intake Request subagent for Agentforce Banking Service Customer Assistance.
- Assign Unified Catalog permissions. See Unified Catalog User Permissions for Financial Service Processes.
- Configure Transaction Dispute Management service process using Unified Catalog. See Setup and Configuration for Financial Service Processes in Unified Catalog.
- Set up transaction enrichment in Transaction Dispute Intake Request subagent through dispute intake Omniscript, business rules, and integration with any enrichment provider. See Transaction Enrichment for Transaction Dispute Management.
- Configure the picklist values required for the Fund Flow Direction field on Dispute Item object.
-
Configure Dispute Reason Codes and Reason Subcodes and
make sure that these codes are available by executing the
FSCTxnDisputeMgmt_GetReasonCodeandFSCTxnDisputeMgmt_GetReasonSubCodeIntegration Procedures in the Preview mode. - For fields on dispute-related objects, update the field-level security. See Assign Transaction Dispute Management Permissions to User.
-
Activate picklist values for the Type field on the Financial Account Transaction
object.
- In Setup, go to Object Manager.
- Locate the Financial Account Transaction object and click Fields & Relationships.
-
For the Type field, add these picklist values.
field picklist value Type - Credit
- Debit
- Create custom text fields for Acquirer Reference Number and Card Acceptor Name on the Financial Account Transaction object. The agent needs these fields to retrieve merchant-related details from third-party enrichment providers. See how to Create a Custom Field.
- Setup and Configure Banking Service Customer Assistance.
