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            Complaint Management

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            3. Financial Services Cloud Admin Guide

            Complaint Management

            Complaint Management provides a streamlined process for service agents to capture and submit client complaints directly from a Person Account record. Case agents can also track and monitor submitted complaints. If you enable CRM Analytics and create a CRM App for Complaint Management, your customer experience managers can use the prebuilt dashboards to gain insights on complaints. You can also set up a self-service portal for your customer community users to let them directly file complaints on the portal.

            Required Editions

            Available in: Lightning Experience
            Available in: Professional, Enterprise, and Unlimited Editions where Financial Services Cloud is enabled

            Explore and Learn

            Watch this video to understand how Complaint Management works for Financial Services Cloud.

            If you aren’t able to watch the video in full screen, open the video on a new tab: Watch video Complaint Management: A Quick Tour.

            Why Complaint Management Over Traditional Case Management for Financial Services Cloud?

            Complaint Management offers several benefits over traditional case management.

            • First, Complaint Management is specially designed for financial services. This specialized design makes Complaint Management more streamlined and efficient, and avoids the complexity of adding complaint-specific fields to the ‌Case object.
            • Second, Complaint Management simplifies regulatory compliance. Financial regulators often require detailed reports on complaint volumes and types, and our data model makes creating these reports and dashboards easier.
            • Third, Complaint Management includes ready-to-use features such as complaint intake, tracking, and resolution workflows to streamline your entire process.
            • Fourth, Complaint Management uses Artificial Intelligence (AI) to improve your team’s efficiency. Features such as AI autofill for complaint details and automated complaint summarization save time and reduce manual effort, so your team can focus on resolving complaints.
            • Finally, Complaint Management is built on the Financial Services Cloud Complaint data model. Customers using this standard data model get the benefits of any new features and innovations we introduce. In contrast, customers using a record type case for complaints can’t experience the same benefits.
             
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