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Submit a Customer Complaint

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Submit a Customer Complaint

Your service agents can capture and submit a customer complaint through the complaint intake OmniScript. A case is then created in Salesforce.

Required Editions

Available in: Lightning Experience
Available in: Professional, Enterprise, and Unlimited Editions where Financial Services Cloud is enabled
User Permissions Needed
To submit a complaint

OmniStudio User

AND

Read and View All Records permissions for Omni Processes object

AND

Financial Services Cloud Extension OR FSC Service
  1. On the customer’s Person Account record page, in the action launcher, click Manage Complaints.
    If the Person Account has past complaints, they’re listed. Review the complaints before adding a new one.
  2. Add the complainant details.
    1. Select the preferred communication mode.
      If the customer isn’t the complainant, then check if the complainant has a related account or contact. If an account or contact exists, select it. If not, create an account for the complainant.
    2. Click Next.
  3. Add the complaint details.
    1. Select the product or service for which the customer has raised a complaint.
      If the product or service is associated with a financial account, you can select the appropriate financial account.
    2. For Complaint Type, select a category to which the complaint belongs.
      The values in the Complaint Type dropdown are based on the product or service that’s selected.
    3. For Complaint SubType, select a subcategory to which the complaint belongs.
      The values in the Complaint SubType dropdown are based on the Complaint Type.
    4. Upload any supporting documents related to the complaint and click Next.
  4. Review the information and click Submit.
    A case is created in Salesforce for the submitted complaint.
 
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