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            Configure Prerequisites for Complaint Management with Agentforce

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            Configure Prerequisites for Complaint Management with Agentforce

            Before you set up the agent to assist complaint intake officers, complete these prerequisites.

            Required Editions

            Assign Admin Permissions

            Assign permission set groups and permission sets to admins who set up Complaint Management with Agentforce.

            1. Assign the Public_Sector_Solutions_Admin permission set group.
            2. Assign these permission sets.
              1. Agentforce for Public Sector
              2. Data Cloud Architect
              3. Prompt Template Manager
              4. Rule Engine Designer

            Assign Permissions to Complaint Intake Officers

            Assign permission set groups and permission sets to complaint intake officers who interact with the agent for complaint management.

            1. Assign the Investigative_Case_Management_Officer permission set group.
            2. Assign these permission sets.
              1. Agentforce for Public Sector
              2. Data Cloud User
              3. Prompt Template User
            3. In the profile for complaint intake officers, turn on the Run Flows general user permission.

            Enable Features for Complaint Management with Agentforce

            1. Enable Investigative Case Management.
              1. From Setup, in the Quick Find box, enter Investigative, and then select Investigative Case Management Settings.
              2. Turn on Let users access the Public Sector: Investigative Case Management console app and Casework Overview.
            2. Enable Evidence Management.
              1. In Setup, in the Quick Find box, enter Evidence, and then select Evidence Management Settings.
              2. Turn on Catalog evidence and manage evidence lifecycles.
            3. Enable Einstein generative AI and Complaint Management skills.
              1. In Setup, in the Quick Find box, enter Einstein Setup, and then select Einstein Setup.
              2. Turn on Einstein.
              3. In Setup, in the Quick Find box, enter Einstein Generative AI Settings, and then, under Public Sector Solutions, select Einstein Generative AI Settings.
              4. Under Agentforce, turn on Complaint Management Skills.
            4. Enable Agentforce.
              1. In Setup, in the Quick Find box, enter Agentforce, and then select Agentforce Agents.
              2. Turn on Agentforce.
            5. Enable Discovery Framework.
              1. In Setup, in the Quick Find box, enter Discovery Framework, and then, under Assessments, select General Settings.
              2. Turn on Discovery Framework.

            Add Fields to Record Page Layouts and the Public Complaint List View

            1. Add the Resolution Priority field to the Public Complaint page layout.
            2. Add the Sequence Number field to the Assessment Question Assignment page layout.
            3. Add the Resolution Priority field to the Public Complaint list view so that complaint intake officers can sort and select complaints by their resolution priority.

            Define Regulatory Codes and Assessments

            The agent can find regulatory codes that the incident reported in the complaint likely violates. The agent uses the complaint's description and the descriptions of the regulatory codes to determine relevance. Create or import the required regulatory code records so that the agent has data to work with.

            The agent can also administer an assessment to a complaint intake officer based on the type of complaint under review. The agent shows complaint intake officers the question text and response options from assessment question records, and captures their response in assessment question response records. The agent selects the relevant assessment questions from an assessment question set that has a name matching the complaint type. The assessment question response records are linked to an assessment related to the public complaint record in review.

            To make sure that the agent has the required information to administer assessments, create these records:

            • Assessment question set records with names that match the picklist values for the Type field on the Public Complaint object. For example, if Financial Fraud is a possible value for Type, create an assessment question set record with the name Financial Fraud.

            • Assessment question records that contain the question text and possible response options.

            • Assessment question assignment records to link assessment questions to assessment question sets.

            Set Up Investigative Case Management

            If you’ve not done so, create an Experience Cloud site for constituents and give them a workflow to file complaints on the site. Set up workflows to convert complaints to cases, manage case proceedings, and more. See Investigative Case Management.

             
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