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.
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. |
Search Similar Historical Complaints
Search for similar resolved or unresolved complaints to identify common patterns and proven resolution strategies.
- Click the Agentforce icon to start the agent from a public complaint record page.
- Ask the agent to find similar historical records. For example, enter Are there any past complaints similar to this Complaint?.
- The agent analyzes the current complaint details, such as Type, Subtype, Subject, and Description, and uses the Find Similar Complaints action to search historical records. The action returns a ranked list of five relevant similar complaints as clickable links.
- Follow up by asking the agent to derive next steps. The agent bases its suggestions strictly on the historical resolution summaries it retrieved.
Note: The agent completely excludes the current, active complaint record from these search results to prevent returning the same record as a historical match.
Generate Resolution Note
Generate a concise, factual, and audit-ready summary of the complaint investigation and outcome.
- Ask the agent to generate a summary. For example, ask the agent to generate a value for the resolution summary field for this complaint.
- The agent uses the Generate Resolution Note action to retrieve deep context, including associated cases, tasks, comments, and action plans.
- The agent outputs a strictly fact-based summary highlighting key actions taken, status, and next steps.
Note: To ensure optimal accuracy, keep action plans and tasks updated. The agent relies on these related records as the source of truth for complaint progress.
Update Public Complaint Record
Quickly update fields on the public complaint record by using generated insights or natural language.
- Ask the agent to update a specific field. For example, ask the agent to update the resolution summary field for this complaint by using the note you generated.
- The agent uses the Extract Fields And Values From User Input action to identify the target field and the required value from your prompt.
- The agent then applies the update directly to the record by using the Update Record action.
Draft Customer Response
Easily create a compliant customer email or letter with resolution details.
- Ask the agent to draft a communication for the customer. For example, ask the agent to draft a formal complaint resolution letter to send to this customer.
- The agent uses the Draft Customer Response action to aggregate all relevant complaint and case details into a single text variable.
- The agent drafts the final email or letter by using the Draft or Revise Email action. The agent appends all mandatory regulatory disclaimers at the end of the communication. Review the draft, revise if necessary, and send.
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.
- For this complaint, what is the next step for resolving it?
- Generate a value for the resolution summary field for this complaint. Be concise.
- Update the resolution summary field for this complaint by using the note you just generated
- Draft a formal complaint resolution letter to send to this customer.
