Set Up Complaint Management
With Complaint Management, service agents can quickly capture customer complaints with a guided intake form.
Required Editions
| Available in: Lightning Experience |
| Available in: Lightning Experience in Professional, Enterprise, and Unlimited editions where Financial Services Cloud is enabled |
| User Permissions Needed | |
|---|---|
| To set up Complaint Management | OmniStudio Admin AND Financial Services Cloud Extension OR FSC Service |
Watch this video to learn about Complaint Management and how your service agents can quickly capture customer complaints with a guided intake form.
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Complaint Management: Financial Services Cloud.
- Configure the Public Complaint Object
To store the financial account of a customer who is raising a complaint, add a field to the Public Complaint object. - Assign Complaint Management Permissions to Users
To use the complaint intake process, assign relevant permissions to your users. - Add Complaint Status Picklist Values
To indicate the status of a complaint, activate the picklist values. - Add Related Lists to the Case Page Layout
When a complaint is submitted, a case record and the associated public complaint and case participant records are created. To track and monitor complaints, add these records as related lists to the Case page layout. - Add Fields to the Public Complaint Page Layout
Add the fields that are required for complaint intake. - Associate the Complaint Intake Omniscript to an Action Launcher Deployment
The FSCComplaint/Intake Omniscript guides users in capturing a customer complaint.
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