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            Document an Incident by Using the Complaint Intake Guided Flow

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            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.

            Required Editions

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

            Complaints Management Access AND Industries Assessment AND Interaction Summary AND OmniStudio User permission sets

            OR

            Education Cloud Full Access AND OmniStudio User permission sets

            Use the complaint intake guided flow to efficiently collect information about the concerns and incidents that community members report to your agency, department, or organization. Quickly capture the reporter’s details and high-level details about the incident. Then, complete assessment questions to get more specific information. If the reporter doesn’t have enough time or doesn’t have the details of what occurred, enter a summary in the Running Notes field, and then add the information later by using the Add Allegation and Add Participants guided flows.

            1. From the App Launcher, find and select Public Complaints.
            2. Click New Guided Intake.
            3. If the reporter wants to remain anonymous, in Reporter Confidential, select Yes.
            4. Specify the complaint details.
              1. In Title, enter a brief description of the issue.
              2. Select a priority and a status.
              3. To add open-ended comments about the incident, such as the nature and severity of the allegations, enter text in Running Notes.
              4. Enter the reporter’s details, including their name, organization, phone, and email address.
              5. In Incident Details, enter the date, location, participants, and the reporter’s observations.
            5. To add participants and ask assessment questions about the allegations, select Add Allegations and Participants Details.
            6. In Participants, search for and select an existing account or contact by first name, last name, or city. To create a record for a participant, click Create Account or Create Contact.
            7. Select a role and a status for each participant.
            8. In Allegation, select a type and, if appropriate, a subtype to characterize the concern. Then, click Add.
            9. Click Next.
            10. Answer the questions to capture information about the reported concern. When you’re finished, click Next, and then click Done.
              The flow creates a public complaint record that contains the intake details that you collected and an Interaction Summary. If you added allegations and participants, the flow creates related complaint participant and assessment records.
            11. Add allegations after the public complaint is created.
              1. On the public complaint record page, go to the Assessments related list.
              2. Click Add Allegation.
              3. Enter the details of the new allegation.
              4. Click Done.
            12. Add participants after the public complaint is created.
              1. On the public complaint record page, go to the Complaint Participant related list.
              2. Click Add Participant.
              3. Search for and add existing contacts or person accounts by first name, last name, or city. Or, create contacts or accounts.
              4. Specify a role and a status for each participant.
              5. Click Done.
              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.
             
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