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            Keyword Summary to Match Complaints

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            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.

            Required Editions

            View supported product editions.

            Public Sector Solutions includes these components to create the keyword summary.

            • Update Complaint Summary and Resolution Priority: A record-triggered flow that runs when a public complaint is created or updated.
            • Find Complaint Keywords: A prompt template that the flow calls to get a comma-separated list of keywords from the complaint description.

            When a public complaint is created or updated, the Update Complaint Summary and Resolution Priority flow calls an action to run the Find Complaint Keywords prompt template. After the prompt template runs and returns the keywords, the flow saves the keywords in the Complaint Summary field of the public complaint record.

            The keywords in the Complaint Summary field are used by agent actions to semantically search for similar complaints or relevant regulatory codes.

             
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