Complaint Intake with Agentforce

When constituents file complaints on your self-service site, they often face challenges from a lack of clarity on procedures and the complex-nature of the forms to fill out to report an issue effectively. Complaints that are incomplete or filed with the wrong agency can prevent timely interventions for constituents.

To improve the quality and efficiency of your complaint filing process, build an agent with the prebuilt Complaint Intake subagent and integrate with your self-service site to provide conversational assistance to constituents who want to report issues, incidents, and concerns to your agency.

The agent can assist constituents in these ways:

• Answer their questions about the intake and remedy process, the information to provide, or the next steps.
• Confirm whether your agency can handle the complaint and provide contact information for the appropriate agency if it can't.
• Extract key complaint details from the conversation and prompt them for any missing information required to help effectively address the complaint
• Check and alert them to a complaint they previously filed about the matter that is pending resolution, and avoid a duplicate submission
• Show them a preview of the complaint information to review and confirm
• File the complaint and send an email acknowledgment with a summary for review and confirmation.

Important This agent is designed for routine public complaints. It should not be used for emergencies or to report sensitive matters involving violence, abuse, self-harm, harassment, or illegal activity. Such matters should be reported through appropriate channels to be handled by trained professionals.

• Complaint Intake Subagents and Actions
  To help you build an agent to simplify complaint filing for constituents, Public Sector (formerly Public Sector Solutions) includes a Complaint Intake subagent, related actions, and underlying flows and prompt templates.
• Considerations for Complaint Intake with Agentforce
  Before you set up your agent, consider these key factors that affect its behavior and ensure a safe, effective experience for constituents.
• Configure Prerequisites for Complaint Intake with Agentforce
  Before you set up the agent to assist constituents to file complaints, complete these prerequisites.
• Set Up the Complaint Intake Agent
  Create an agent with the Agentforce Service Agent template and ensure that the necessary subagents are enabled. Then, assign permissions to the agent user. To enable the agent’s authority-checking capability, upload your policy manuals to a new data library and connect it to the Complaint Intake subagent. These documents inform the agent's Check Complaint Authority action. Finally, test and activate your agent.