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            Setup and Configuration of Complaint Management Assistance

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            3. Financial Services Cloud Admin Guide

            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.

            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.
            • Permissions for Complaint Management Assistance
              Review the permissions and licenses that you must enable to set up and use Complaint Management Assistance.
            • Data 360 for Complaint Management Assistance
              Understand how Data 360 powers Complaint Management Assistance by grounding the agent in your historical complaint records.
            • Set Up Data 360 for Complaint Management Assistance
              Build the data foundation required for Complaint Management Assistance to search and reference historical complaint records.
            • Create an Agent from the Complaint Management Assistance Template
              When customers face issues with financial products or services, they submit complaints and expect a timely, fair resolution. By using the prebuilt Complaint Management Assistance template, you provide your complaint handlers with an AI assistant built into their flow of work. The AI assistant identifies and executes relevant subagents and actions to help complaint handlers investigate historical records, generate audit-ready resolution notes, and draft customer responses.
             
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