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            Create a Case Related to a Public Complaint

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            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.

            Required Editions

            Available in: Education Cloud, Nonprofit Cloud, and Public Sector Solutions. View edition availability.
            User Permissions Needed
            To create a case from a public complaint by using the guided flow:

            Complaints Management Access AND Industries Assessment AND Omnistudio User permission sets

            OR

            Education Cloud Full Access AND Omnistudio User permission sets

            When you receive a public complaint about an issue or concern that requires investigation, create a case for it. Use the case to conduct an assessment, and when the assessment concludes, create a care plan for the case with actionable tasks to help the individual.

            1. On a public complaint record, in the highlights panel, click Create Case.
            2. Specify the case details.
              1. In Subject, enter a high-level summary of the case.
              2. Select a type, priority, and status.
              3. In Origin, select how the reporter initiated contact with your agency or organization: Phone, Email, or Web.
              4. In Description, enter additional details about the case.
            3. Click Next.
              The Case Participants page lists the participants who are already added to the public complaint.
            4. To add participants to the case, search for and add existing contacts or person accounts by first name, last name, or city. Or, create contacts or person accounts.
              Note
              Note Person accounts were not built to work with Nonprofit Success Pack and therefore, are not supported for use with NPSP. If Person Accounts are not already enabled in your org, don't enable them. Once you turn on Person Accounts in your organization, you can't turn the feature off. See NPSP and Person Accounts in NPSP FAQ.
            5. Save your work.
             
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