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Complaint Management with Agentforce
Empower complaint intake officers to manage large complaint volumes efficiently and effectively. Prioritize complaints for resolution using rules and expression sets. Convert complaints into investigations by creating new cases or linking to existing ones. Automate the repetitive, time-consuming tasks in processing complaints so that complaint intake officers can focus on the resolution strategy.
Required Editions
Complaint management capabilities are contained in two subagents: Complaint Resolution and Complaint-to-Case Conversion.
Complaint Resolution
The Complaint Resolution subagent helps complaint intake officers quickly resolve complaints by providing a resolution strategy.
- Prioritize Complaints for Resolution
- Streamline complaint processing by assigning a resolution priority to open complaints. The resolution priority can depend on factors such as the completeness of the complaint information, complaint type, and priority. Complaint officers can use resolution priority to order complaints to be processed instead of being overwhelmed by the hundreds of open complaints in the queue.
- Automate Tasks with Agentforce
- With the agent customized for complaint resolution, a complaint intake officer can
interact with it to:
- Summarize complaint information: The agent collects details from a public complaint and its related records and creates a rich-text summary. From the summary, the officer can quickly learn about a complaint, identify missing details and key contacts, and review recent activity.
- Resolve complaints based on incident age: After summarizing a complaint, if the incident in the complaint is older than a policy-defined limit, the agent asks if the officer wants to resolve the complaint without further investigation. The agent resolves the complaint after the officer approves the resolution.
- Consolidate complaint processing: The agent finds open complaints against the perpetrators that are about the same or similar incidents. The officer can group and process the similar complaints together.
- Form resolution strategy based on past complaints: The agent finds similar complaints that were previously resolved. The officer can review these complaints to determine the next steps in the resolution strategy.
- Identify regulatory code breaches: The agent identifies and lists the possible regulatory codes violated by the incident reported in a complaint for the officer to review.
- Log regulatory code violations: The agent creates regulatory code violations to catalog the regulatory code breaches as instructed by the officer.
- Complete assessments: The agent can give an assessment to the officer to make sure that the complaint was handled according to the prescribed procedure. It can also capture information about the actions taken by the officer for auditing and reporting purposes.
- Notify complaint participants: The agent can send emails on behalf of the officer to the complainant and the perpetrators to inform them about the investigation. The agent uses preapproved content in the emails to make sure that the parties involved get all the information they need.
Complaint-to-Case Conversion
The Complaint-to-Case Conversion subagent helps complaint intake officers convert a public complaint into a case.
- Streamline Complaint-to-Case Linking
- Help complaint intake officers efficiently find and associate public complaints with cases. They can find existing cases that match a complaint or create a new case if no match is found. Seamlessly transfer participants and related items from the complaint to the linked case.
- Automate Tasks with Agentforce
- The complaint intake officer can interact with the agent that’s customized for
converting a complaint to case to:
- Find similar cases: The agent can find and present similar open cases to the complaint officer by searching for cases with common perpetrators.
- Link or create cases: The agent can link a public complaint to an existing case or create a new case as directed by the complaint officer.
- Add complaint details to case: The agent can add complaint participants, custody items, and regulatory code violations to a case. This process also ensures that the officer can only add relevant and actionable items to a case.
To help you build an agent to assist complaint intake officers, Public Sector Solutions provides the Complaint Resolution and Complaint-To-Case Conversion subagents, related actions, and underlying flows and prompt templates.
- Complaint Resolution Priority
Assign a resolution priority to complaints to help complaint intake officers process the most important ones first. Run a flow and an expression set when a complaint is created or updated to calculate its resolution priority. Use the expression set to define how a complaint’s resolution priority is calculated based on the complaint details. - Keyword Summary to Match Complaints
From the complaint description, create a comma-separated list of keywords for a complaint and store the keywords in the Complaint Summary field. These keywords are used to search for and find matching complaints. - 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. - Complaint-To-Case Conversion Subagents and Agent Actions
The Complaint-To-Case Conversion subagent helps complaint intake officers to convert a public complaint to a case. It analyzes the complaint and suggests linking it to existing open cases with similar attributes like keywords and perpetrators. If no suitable existing case is found, then it facilitates the creation of a new case, ensuring all relevant information from the original complaint is carried over. - Considerations for Complaint Management with Agentforce
Learn about some key factors that affect the agent’s behavior when customized for complaint management. - Configure Prerequisites for Complaint Management with Agentforce
Before you set up the agent to assist complaint intake officers, complete these prerequisites. - Create Decision Matrices and an Expression Set to Calculate Complaint Resolution Priority
Create a decision matrix to map priority and completeness levels determined by the Calculate Complaint Resolution Score flow to numerical values for calculating the resolution priority of a complaint. Next, create another decision matrix to specify the weights that the expression set assigns to the priority and completeness values when determining the resolution priority of a complaint. Then, create an expression set from the Calculate Public Complaint Score expression set template. - Set Up Data 360 for Complaint Management with Agentforce
Connect your Public Sector (formerly Public Sector Solutions) org to Data 360 and turn on permissions required to ingest Case, Public Complaint, and Regulatory Code data into Data 360. Set up data streams for the Case, Public Complaint, and Regulatory Code objects. Finally, create hybrid search retrievers to use as resources in prompt templates that the agent actions call. - Set Up the Complaint Management Agent
Create an agent with the Agentforce Employee Agent template and add the Complaint Resolution and Complaint-to-Case Conversion subagents to it. Create and assign a permission set to give complaint intake officers access to the agent. - Review and Convert a Complaint to Case with Agentforce
Select a complaint to review based on its resolution priority. Work with the agent to get a quick summary, possible regulatory code breaches, and references to build a resolution strategy. Then, use the agent to efficiently assess and convert incoming complaints into official investigations or cases, and then transfer of participants, regulatory code violations, and evidence from the complaint to the linked case.
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