Subagent: Complaint Handling
Complaint handlers can use the Complaint Handling subagent to manage the full lifecycle of a customer complaint from investigation to resolution. The agent helps handlers analyze current complaint details and search for similar historical complaints to identify proven resolution strategies. Handlers can also generate audit-ready complaint resolution notes, update complaint records, and draft customer responses.
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. |
Example
Here’s how complaint handlers at financial institutions can investigate and resolve complaints by using Agentforce.
| Instructions | Example Utterance or User Input | Agent Response | Standard Action Engaged |
|---|---|---|---|
| Locate a specific complaint or case records and determine the appropriate object. | How did we resolve complaint PC-000001234? | The agent extracts the object name, identifies the object type, and retrieves the specific Salesforce record ID matching the provided name. | |
| Gather the complete context of the current complaint. | Analyze this complaint. | The agent verifies the record ID (e.g., prefix 500) and retrieves the full details of the current complaint record. | Get Record Details |
| Retrieve specific complaint records based on defined criteria and conditions. | Show me similar open complaints that were in the past 3 months. | The agent queries the database by using the specified field conditions and returns a list of matching records. | Query Records |
| Search for similar historical complaints by using semantic search. | Are there any past complaints similar to this complaint? | The agent searches historical records and returns a ranked list of relevant similar complaints, showing specific fields as clickable links while excluding the current record. | Find Similar Complaints |
| Identify common resolution patterns and derive the next steps. | For this complaint, what is the next step for resolving it? | The agent extracts actionable insights from similar resolved cases and suggests next steps based strictly on the historical resolution summaries. | *Agent Reasoning |
| Generate an audit-ready resolution summary. | Generate a value for the resolution summary field for this complaint. | The agent creates a concise, factual, and audit-ready summary highlighting key actions, status, and next steps. | Generate Resolution Note |
| Update the public complaint record with the generated resolution summary. | Update the resolution summary field for this complaint with the note you generated. | The agent extracts the target field from the user input and updates the specified field on the public complaint record with the resolution note that it generated in the previous step. | |
| Draft a compliant customer resolution letter or email. | Draft a formal complaint resolution letter to send to this customer. | The agent aggregates complaint details and drafts a response focused on the resolution summary, making sure that it appends all mandatory regulatory disclaimers at the end. |
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Example
* Indicates that the agent relies on the underlying Large Language Model (LLM) and its instructions to process information, rather than calling a specific, prebuilt action. For example, when identifying common resolution patterns, the agent reads the retrieved historical records and uses natural language processing to derive logical next steps.
Examples of Utterances That Trigger This Subagent
- Are there any past complaints similar to this complaint?
- Show me how we have handled similar complaints in the past.
- Did we get any ‘attempts to collect debt which isn't owed’ type of complaints in the past?
- Are there any complaints similar to PC-0000007890?
- Who resolved a similar complaint recently and how?
- For this complaint, what is the next step for resolving it?
- Are there any recommended steps for resolving this complaint?
- How did we resolve the complaint PC-0000001234?
- Can you provide a complaint resolution summary for this complaint?
- Can you provide a complaint resolution summary for the complaint PC-0000007890?
- Generate a value for the resolution summary field for this complaint. Be concise.
- Draft a formal complaint resolution letter to send to this customer.
- Generate a complaint closure email for this complaint.
- Can you update the complaint status to Resolved?
- Update the cause type and cause subtype for this complaint.
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