Set Up Dispute Management for Communications Service Console

Set up and configure Dispute Management to help customer service representatives quickly initiate, validate, and manage billing disputes.

1. Set Field-Level Security to Visible for these fields in the Case, Dispute, and Dispute Item objects.

   Object	Field
   Case	SourceId
   Dispute	Status DisputeSubtype DisputeAmount AccountId Description ActualAmount CaseId DisputeType
   DisputeItem	DisputeId TransactionDescription TransactionAmount DisputedAmount TransactionIdentifier ValidationOutcome ValidationOutcomeReason TransactionDate

   To illustrate the process, here's how to configure field visibility for the SourceId field in the Case object:

   1. From the object management settings for Case, go to Fields & Relationships.
   2. Open the SourceId field.
   3. Click Set Field-Level Security.
   4. Set the Field-Level Security for Profile to Visible.
   5. Save your changes.
2. Set up Dispute Action Launcher.
   1. From Setup, in the Quick Find box, enter Industry Service Excellence, and then under Action Launcher, select Deployments.
   2. Click New Deployment.
   3. Enter a name for the deployment.
   4. In the Guidance to Show section, select the OmniScripts checkbox.
   5. Click Next.
   6. Move the Account object to the Selected Objects section.
   7. Click Next.
   8. Select the Dispute Omniscript with sfi/DisputeManagement/Multi-Language action API name.
   9. Click Next.
   10. To add Dispute Omniscript, click the Add icon.
   11. Save your changes.
   12. From App Launcher, find and select Communications Service Console.
   13. Open an account.
   14. From the Setup menu, select Edit Page.
       The account page opens in the Lightning App Builder.
   15. On the Lightning App Builder page, click-and-drag the Action Launcher component on to the record page layout.
   16. Set the Action Launcher Deployment value to the new Action Launcher deployment that you created.
   17. Save and activate your changes.
   18. Set the App Default tab to Communications Service Console.
   19. Click Next and then save your changes.
3. Activate the Dispute Charge process in the Service Process Studio.
   1. From Setup, in the Quick Find box, enter Service Process Studio, and then select Service Process Studio.
   2. Click New Service Process.
   3. On the Create from Template tab, select Dispute Charge.
   4. Click Save & Launch.
   5. Delete the auto-generated number from the API name.
      For example, if the generated API Name of the new service process appears as “Communication_Dispute_Management_1725026290855”, rename it to “Communication_Dispute_Management”
   6. Save and activate your changes.
4. Activate the Validate Charge Dispute Business Rule Engine.
   1. From the App Launcher, find and select Business Rules Engine.
   2. From the app navigation menu, select Expression Set Templates.
   3. Open the Validate Charge Dispute expression set template.
      The template opens in the Expression Set Builder.
   4. In Expression Set Builder, click the Expression Set Properties icon.
   5. Enter the Rank as 1.
   6. Click Save As, and then select New Expression Set.
   7. Click Activate.
5. Set picklist values for the Dispute Type field.
   1. From the object management settings for Dispute, go to Fields & Relationships.
   2. Open the Dispute Type field.
   3. In the Dispute Type Picklist Values section, add these values:

      Value	API Name	Default
      Consumer Dispute	Consumer Dispute	True
      Processing Error	Processing Error
      Fraud	Fraud

6. Set picklist values for the Dispute Subtype field.
   1. From the object management settings for Dispute, go to Fields & Relationships.
   2. Open the Dispute Subtype field.
   3. In the Dispute Subtype Picklist Values section, add these values:

      value	API Name
      Undelivered Product or Service	Undelivered Product or Service
      Failed Transaction	Failed Transaction
      Refund Not Processed	Refund Not Processed
      Products or Services Not as Described	Products or Services Not as Described
      Defective Product	Defective Product
      Charged Multiple Times	Charged Multiple Times
      Outstanding Charge on Original Payment Method	Outstanding Charge on Original Payment Method
      Overcharged	Overcharged
      Account Debited but no cash dispensed by ATM	Account Debited but no cash dispensed by ATM
      Fraudulent Transaction	Fraudulent Transaction
      Disclosed OTP, Card, or Account Details	Disclosed OTP, Card, or Account Details
      Lost or Stolen Card	Lost or Stolen Card

7. Set up a Cases related list.
   1. From the App Launcher, find and select Communications Service Console.
   2. Open an account.
   3. From the Setup menu, select Edit Page.
      The account page opens in the Lightning App Builder.
   4. Create a custom tab and name it as Cases.
   5. From the Components panel, drag the Related List - Single standard component to the Cases tab.
   6. Set these values for the Related List - Single standard component:

      Related List: Cases

      Related List Type: Basic List

   7. Save and activate your changes.
   8. Set the App Default tab to Communications Service Console.
   9. Click Next and then save your changes.
8. Add the Case Details tab to the Case Record page.
   1. From the App Launcher, find and select Communications Service Console.
   2. Open a case record.
   3. From the Setup menu, select Edit Page.
      The account page opens in the Lightning App Builder.
   4. Create a custom tab and name it as Case Details.
   5. From the Components panel, drag the Case Details standard component to the Case Details tab.
   6. Save and activate your changes.
   7. Set the App Default tab to Communications Service Console.
   8. Click Next and then save your changes.