Complaint Intake OmniScript Components
You can customize the Complaint Intake OmniScript to suit your business needs.
Required Editions
| Available in: Lightning Experience |
| Available in: Professional, Enterprise, and Unlimited Editions where Financial Services Cloud is enabled |
| Component Name | Component Type | What It Does | What It Calls |
|---|---|---|---|
| SetAccountContext | Integration procedure action | Retrieves the customer community user’s Account Id from Salesforce when the user logs in to a self-service portal and launches the complaint intake process. It also retrieves the portal’s URL extension and stores it in the CommunityBasePath variable. To let your customer community users use the complaint intake process on a self-service portal, the FSCComplaint/Intake OmniScript must include the SetAccountContext component. |
ComplaintManagementSelfService_SetAccountContext integration procedure |
| GetComplaintsWithCaseNumber | integration procedure action | Retrieves the list of existing complaints associated with the Person Account. | ComplaintManagement_GetComplaints integration procedure |
| PastComplaintsCount | Set values | Retrieves the number of past complaints associated with the Person Account. | None |
| getCustomerInformation | Data Mapper extract action | Retrieves the Person Account details. | FSCComplaintManagementGetCustomerInformation data Mapper |
| PastComplaints | Step | Prompts the user to review existing complaints and presents a New Complaint button to register a new complaint. | None |
| GetRelatedContacts | Data Mapper extract action | Retrieves the list of related contacts associated with the person account. | ComplaintManagement_GetRelatedContacts integration procedure |
| GetAllAvailableRoles | Data Mapper extract action | Retrieves the list of available roles in your Salesforce org. | FSCComplaintManagementGetReciprocalRoles |
| ComplainantIdentification | Step | Prompts the user to provide complainant details. | None |
| ValidateTimeRange | Remote action | Checks to see if the start and end times to contact the complainant is valid. | ComplaintMgmtHelper class, validateTimeRange method |
| IsAuthorised | Set values | Checks to see if the complainant is authorized to raise a complaint. | None |
| IsValidContactSelected | Set values | Checks to see if a valid account is selected or created when someone else is raising a complaint on a customer’s behalf. | None |
| SetErrorForAuthorization | Set errors | Displays an error message if the complainant isn’t authorized. | None |
| SetErrorForSelectedContact | Set errors | Displays an error message if the contact isn’t selected or created when submitting a complaint. | None |
| SetErrorForTimeRange | Set errors | Displays an error if the start time to contact a complainant is after the end time. | None |
| GetAllFinancialAccounts | Integration procedure action | Retrieves all the financial accounts related to the customer. | ComplaintManagement_GetFinancialAccounts |
| ComplaintDetails | Remote action | Converts the uploaded documents in a format needed to be displayed in the summary. | ComplaintMgmtHelper class, ConvertUploadedDocuments method |
| SetValuesForSummary | Set values | Sets the summary values to use. | None |
| Summary | Step | Displays the complaint and complainant details, and presents a Submit button for the user to confirm the complaint. | None |
| CallConnectApiFromApex | Remote action | Creates a case record, a public complaint record, and case participant records for the submitted complaint. | ComplaintMgmtHelper class, callCreateComplaintApi method |
| SetConnectApiResponse | Set values | Sets the variables for interpreting the Connect API response. | None |
| SetCaseUrl | Set values | Sets the case URL for the submitted complaint. | None |
| DeleteAssessmentIfError | Remote action | Deletes the assessment record when the Connect API call is unsuccessful. | AssessmentHelperFunction class, deleteAssessmentResponses method |
| Confirmation | Step | Displays complaint status and presents a case URL for the user if the complaint was submitted. | None |
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