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            Complaint Intake Guided Flow Prerequisites

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            Complaint Intake Guided Flow Prerequisites

            Complete the tasks required to prepare your org for the complaint intake guided flows.

            Required Editions

            Available in: Education Cloud, Nonprofit Cloud, and Public Sector Solutions. View edition availability.
            User Permissions Needed
            To enable Discovery Framework: Customize Application
            To enable Standard Omnistudio Runtime and to edit picklists: Customize Application

            Turn on Discovery Framework

            The complaint intake flow uses Discovery Framework, a data model for efficiently collecting and managing Omniscript form data. Turn on Discovery Framework so that you can use the complaint intake flow.

            1. From Setup, in the Quick Find box, enter Discovery Framework, and then, under Discovery Framework, select General Settings.
            2. Turn on Discovery Framework.

            Enable Standard Omnistudio Runtime

            The complaint intake flow uses Omnistudio components. To enable standard Omnistudio runtime so that you can create a complaint intake flow, turn off the Omnistudio managed package runtime.

            1. From Setup, in the Quick Find box, enter Omnistudio Settings, and then select it.
            2. Turn off Managed Package Runtime.

            Create Complaint Intake Case Participant Roles and Statuses

            When a case manager creates a case for a complaint, they add case participants. Each participant has a role and a status. Salesforce provides some default values for the Role and Status picklists. Verify what’s included in your org, and create other values as needed for complaint intake.

            1. From Setup, in Object Manager, select Case Participant.
            2. Click Fields & Relationships, and then click Role.
            3. Create Role picklist values for complaint intake. For example:
              • Reporter, Participant, and Observer
              • Parent, Guardian, Minor, Family Member, and Legal Representative
              • Student, Faculty Member, and Staff
              • Victim, Perpetrator, Witness, Defense Attorney, Prosecutor, and Judge
              • Child, Primary Caregiver, Reporter, and Foster Care Provider
            4. Save your work.
            5. Select Status.
            6. Confirm or create Status picklist values for complaint intake: Submitted, In Review, and Resolved.
            7. Save your work.
             
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