Complaint Management and Incident Tracking

Streamline and automate your department, agency, or organization’s response to public concerns by using Omniscript guided flows. Use the complaint intake guided flow to capture basic details about the concern, such as the date and location of the incident, and to ask detailed assessment questions that are relevant to the concern. The intake flow creates a public complaint record. Use custom buttons on complaints to easily add allegations, add participants, and create a case to investigate the report.

Use Complaint Management to:

• Respond to reports related to child welfare or elder neglect.
• Process organizational complaints related to inequity, discrimination, harassment, or safety in the workplace.
• Resolve roommate, tenant-landlord, and other housing disputes.
• Manage student conduct and conflict-resolution incidents.
• Record and track the details and events related to civil and criminal legal proceedings.

Complaint Management uses these terms.

Public Complaint

A record in Salesforce that contains the details of an incident or concern about an individual’s health, safety, behavior, or well-being.

Reporter

Someone who shares their observations of an incident or concern about another individual’s health, safety, behavior, or well-being. Reporters contact your agency or organization by completing an online form, sending an email, or calling directly. Intake or other support agents use the complaint intake guided flow to capture the details of the incident or concern in a public complaint record.

Participant

An individual involved in a reported public complaint. Complaints can have multiple participants, each with a different role.

Allegation

A specific health, safety, or well-being concern reported in a public complaint. Complaints can have multiple allegations.

• Complaint Management and Incident Tracking Editions and Permissions
  Review the supported products and editions for Complaint Management. Then learn about how your product handles permissions and how to assign them.
• Complaint Intake Guided Flow Prerequisites
  Complete the tasks required to prepare your org for the complaint intake guided flows.
• Complaint Intake Guided Flows for Incident Tracking Setup
  Streamline your response to service delivery and coordination of care by configuring flows that allow users to efficiently gather and process information on health, safety, and well-being concerns.
• Document an Incident by Using the Complaint Intake Guided Flow
  Use a guided flow to collect information when someone reports an incident or concern about the health, safety, behavior, or well-being of a member of the community. Add allegations and participants as you learn more.
• Create a Case Related to a Public Complaint
  Use a guided flow to create a case that you can use to investigate a health, safety, behavior, or well-being incident or concern reported by a member of your community.