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            Submit a Customer Complaint

            You are here:

            1. Salesforce Help
            2. Docs
            3. Financial Services Cloud Admin Guide

            Submit a Customer Complaint

            Your service agents can capture and submit a customer complaint through the complaint intake OmniScript. A case is then created in Salesforce.

            Required Editions

            Available in: Lightning Experience
            Available in: Professional, Enterprise, and Unlimited Editions where Financial Services Cloud is enabled
            User Permissions Needed
            To submit a complaint

            OmniStudio User

            AND

            Read and View All Records permissions for Omni Processes object

            AND

            Financial Services Cloud Extension OR FSC Service
            1. On the customer’s Person Account record page, in the action launcher, click Manage Complaints.
              If the Person Account has past complaints, they’re listed. Review the complaints before adding a new one.
            2. Add the complainant details.
              1. Select the preferred communication mode.
                If the customer isn’t the complainant, then check if the complainant has a related account or contact. If an account or contact exists, select it. If not, create an account for the complainant.
              2. Click Next.
            3. Add the complaint details.
              1. Select the product or service for which the customer has raised a complaint.
                If the product or service is associated with a financial account, you can select the appropriate financial account.
              2. For Complaint Type, select a category to which the complaint belongs.
                The values in the Complaint Type dropdown are based on the product or service that’s selected.
              3. For Complaint SubType, select a subcategory to which the complaint belongs.
                The values in the Complaint SubType dropdown are based on the Complaint Type.
              4. Upload any supporting documents related to the complaint and click Next.
            4. Review the information and click Submit.
              A case is created in Salesforce for the submitted complaint.
             
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