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            Complaint Resolution Subagents and Agent Actions

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            Complaint Resolution Subagents and Agent Actions

            To help you build an agent to assist complaint intake officers, Public Sector (formerly Public Sector Solutions) includes a Complaint Resolution subagent, related actions, and underlying flows and prompt templates.

            Required Editions

            View supported product editions.

            The Complaint Resolution subagent helps complaint intake officers quickly learn about complaints, find similar open complaints against the perpetrators, and form a resolution strategy based on previously-resolved complaints. It also helps them identify possible regulatory code breaches and create regulatory code violations, take compliance assessments, and notify complaint participants about the complaint investigation.

            Here’s a quick look at the agent actions included in the subagent, and the related flows and prompt templates that serve as reference actions.

            Action

            Reference Action

            Description

            Summarize Public Complaint

            Prompt Template: Summarize Public Complaint

            Creates a rich-text summary of a public complaint record. The summary includes an overview of the complaint, the name of the complainant, the resolution priority, key contacts, and a list of missing fields, supporting documents, and recent activities.

            Automatically Resolve Complaint

            Flow: Automatically Resolve Complaint

            If the incident reported in a complaint occurred more than two years ago, asks whether the complaint intake officer wants to resolve the complaint. If the officer says yes, sets the complaint status to Resolved.

            Find Similar Complaints

            Prompt Template: Find Similar Complaints

            Finds resolved complaints that are similar to a complaint by matching the keywords in the complaint summary. The prompt template uses a hybrid search retriever as a resource. The retriever takes the keywords from the Complaint Summary field as input and returns a list of Salesforce record IDs of public complaints with a Status that matches Resolved and a Complaint Summary that matches the input keywords.

            Note: Make sure that you configure the retriever and update the prompt template to use it as a resource during setup.

            Find Similar Unresolved Complaints

            Prompt Template: Find Similar Unresolved Complaints

            Finds unresolved complaints that are similar to a complaint by matching the keywords in the complaint summary. The prompt template uses a hybrid search retriever as a resource. The retriever takes the keywords from the Complaint Summary field as input and returns a list of Salesforce record IDs of public complaints with a Status other than Resolved and a Complaint Summary that matches the input keywords.

            Note: Make sure that you configure the retriever and update the prompt template to use it as a resource during setup.

            Find Similar Complaints Against Perpetrator

            Flow: Find Similar Complaints Against Perpetrator

            Finds similar complaints that have one or more of the same perpetrators as the public complaint being investigated.

            Get Relevant Regulatory Codes

            Prompt Template: Get Relevant Regulatory Codes

            Gets the regulatory codes that the incident reported in a public complaint likely violates.

            Get Unprocessed Regulatory Codes

            Flow: Get Unprocessed Regulatory Codes

            Gets the regulatory codes that are relevant to a public complaint for which regulatory code violations don’t exist.

            Create Regulatory Code Violation for Public Complaint

            Flow: Create Regulatory Code Violation for Public Complaint

            Creates a regulatory code violation record for the specified regulatory code using the given information. Then, associates the record with the given public complaint.

            Get Assessment Questions

            Flow: Get Assessment Questions for Public Complaint

            Gets the assessment questions from an assessment question set that’s relevant to the complaint type.

            Note: Make sure that you define the assessment questions and assessment question sets for the complaint types relevant to your agency.

            Get Assessment Question Text and Response Values

            Flow: Get Assessment Question Text and Response Values

            Gets the question text and response values for an assessment question. Response values are only available for questions with a predefined set of permitted responses, such as a checkbox or a picklist.

            Create Assessment for Public Complaint

            Flow: Create Assessment for Public Complaint

            Creates an assessment record for a public complaint. The assessment captures an intake officer’s responses to the assessment questions for compliance.

            Create Assessment Question Response

            Flow: Create Assessment Question Response

            Creates an assessment question response record for an assessment question by using the response text. Then, relates the assessment question response to the assessment for the public complaint.

            Email Complaint Participant

            Flow: Email Complaint Participant

            Crafts and sends email to the complainant or a perpetrator using the specified email template. The email notifies the complainant or perpetrator of the complaint investigation.

            The agent executes some of these actions in a sequence to complete a task for the complaint intake officer. For example, when an officer asks to take an assessment, the agent executes these actions:

            1. Create Assessment for Public Complaint: The agent uses this action to create an assessment record for the assessment instance.
            2. Get Assessment Questions: The agent uses this action to identify the questions to ask the officer based on the complaint type.
            3. Get Assessment Question Text and Response Values: After identifying the questions to ask a complaint intake officer as part of an assessment, the agent uses this action to get the text of the question and any predefined options for the response for each question. Then, the agent shows the question text and response values to the officer.
            4. Create Assessment Question Response: When the officer responds to a question, the agent uses this action to create an assessment question response to capture the response.

            See the subagent instructions to learn more about how and when the agent executes the actions. The subagent also includes these supporting standard actions.

            • Get Record Details
            • Identify Record by Name
            • Update Record

            Review the subagent, actions, flows, and prompt templates for complaint resolution. Use them as a reference to create your own agent artifacts and craft the perfect experience for your complaint intake officers. For example, customize the complaint summary or the conditions under which complaints can be resolved early without a detailed investigation.

            See Also

             
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