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            Set Up the Complaint Intake Flow

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            Set Up the Complaint Intake Flow

            Create assessment questions, grouped into categories, to capture information from individuals who report a complaint or incident of concern. Add the questions to Omniscript forms—one form for each category—and then add the forms to the complaint intake Omniscript guided flow. Create a button that starts the complaint intake guided flow, as well as buttons to easily add allegations and participants to the complaint, and to create a case from the complaint.

            Required Editions

            Available in: Education Cloud, Nonprofit Cloud, and Public Sector Solutions. View edition availability.
            User Permissions Needed
            To access the Public Complaint object:

            Complaints Management Access permission set

            OR

            Education Cloud Full Access permission set
            To edit picklists: Customize Application
            To create assessment questions and assessment question categories:

            Industries Assessment permission set

            OR

            Education Cloud Full Access permission set
            To create, edit, and activate Omniscripts: OmniStudio Admin permission set
            To create custom buttons or links and to change search layouts: Customize Application

            The complaint intake Omniscript guided flow collects information about a reported concern. The template includes some basic questions, such as the reporter’s name and contact details, and high-level details about the incident. It also includes sample allegation elements that illustrate how to configure the assessment questions to add to the flow.

            Intake officers start the complaint intake guided flow from a button that you add to the Public Complaint list view page. You can also add the flow to an Experience Cloud site, so individuals can submit complaints directly.

            Create Categories and Questions to Capture Complaint Details

            Create assessment questions, grouped into categories, to capture information from a reporter about an incident or concern regarding a member of the community.

            Salesforce includes the assessment question categories Demographic and Financial. Add other categories for public complaints, if needed, and then create questions for each category.

            1. In the object management settings for Assessment Question, click Fields & Relationships, and then click Category.
            2. Create Category picklist values for referral requests.
              For example, add the values Safety Concern, Behavioral Concern, Health, Transportation, Noise, and Infrastructure.
            3. Save your work.
              Now, create assessment questions.
            4. From the App Launcher, find and select Assessment Questions.
            5. Click New.
            6. Specify these details.
              1. Enter a name, and then press Tab to populate the developer name.
              2. Select one of these supported data types: Checkbox, Date, DateTime, Decimal, Integer, Multi-select, Radio, Select, Text, Text Area, or Time.
              3. Select a category.
              4. Enter the question text.
              5. For Radio, Multi-select, and Select fields, enter response values on separate lines.
              6. Select Active.
            7. Save your work.
            8. Create additional questions as needed for all of your complaint intake assessment question categories.

            Add Complaint Intake Assessment Questions to Omniscript Forms

            Create an Omniscript form for each complaint intake assessment question category, and include the questions for that category on the form.

            1. On the Assessment Questions list view page, click Select Questions.
            2. Search for the questions that you want to include in the Omniscript. Use the Category picklist to filter questions to a specific category.
              For example, select Safety Concern.
            3. Drag the questions onto the New Omniscript canvas, and add steps as necessary.
            4. Name the step sections in the form.
            5. In Omniscript Details, enter a name, select a language, and select or enter a type and subtype for the form.
              For example, for name, enter Safety Concern.
              Type, subtype, and language combine to create a unique identifier for the Omniscript. Consider using logical naming conventions for the type and subtype.
            6. To use your form in the referral intake submission Omniscript guided flow, select Reusable.
            7. Click Build Omniscript.
            8. Wait for the Omniscript to finish building. When it opens, for each step, in the Properties panel, enter an element name.
              For example, enter Safety Concern.
              Tip
              Tip To open the Omniscript later, from the App Launcher, find and select Omniscripts, and open it from the list view page.
            9. Delete the Save-Responses Remote Action element that Omnistudio automatically added to the Omniscript.
            10. Activate the Omniscript version.
            11. Similarly, create an Omniscript form and build an Omniscript for each of your assessment question categories.

            Customize the Complaint Intake Guided Flow Template

            Add your assessment question category Omniscripts to the Complaint Intake Omniscript template.

            1. From the App Launcher, find and select Omniscripts.
            2. Click SPCM/ComplaintIntake, and then click ComplaintIntake (Version 1).
            3. Click New Version.
            4. Define your assessment question Omniscripts in the Allegation section on the NewComplaint step.
              1. Expand NewComplaint, and in the Allegation section, select Type of Allegation.
                The Type of Allegation element on the NewComplaint step
              2. In the Properties panel, under Options, edit Allegation1 Type to match your first assessment question Omniscript: Click Allegation1 Type, and enter Safety Concern as the value and the label. Save your work, and then edit the other allegation type options to correspond to your other assessment question Omniscripts.
              3. Select each isAllegation element and change its expression formula to look for the corresponding assessment question Omniscript.
                For example, select isAllegation1, and in Formula Properties, enter CONTAINS(%Type%,'SafetyConcern') as the expression. Change the formula name and field label as well. For example, change them to isSafetyConcern.
              4. Create and configure additional allegation types, subtypes, and isAllegation elements as needed. Delete the placeholders that you don’t need.
            5. Add your assessment question Omniscripts to the template.
              1. In the Build panel, under Omniscripts, drag your complaint intake assessment question Omniscripts to the canvas just below the NewCompaint step.
                For example, drag Safety Concern to the canvas.
              2. For each Omniscript form, in the Properties panel, under Conditional View, add a conditional statement to link it to the allegation type.
                For example, for the Safety Concern form, write the statement (isSafetyConcern = true AND isWorkflowEnded = false).
                Tip
                Tip Select a sample allegation element, such as SampleAllegation1, and look at the Properties panel to see how to write the conditional statement.
            6. Create remote actions to save the assessment question responses.
              1. In the Build panel, under Actions, drag a Remote Action to the canvas just below the CreateInteractionSummary element.
              2. In the Properties panel, in the Send/Response Transformations section, in Send JSON Path, enter the allegation step name. For example, enter Safety Concern.
                Tip
                Tip Select a save allegation element, such as SaveAllegation1, and look at the Properties panel to see how to specify the Send JSON Path.
              3. Rename the remote action to correspond to the assessment question category.
                For example, name it SaveSafetyConcernResponse.
              4. Similarly, configure remote actions for each assessment question category.
            7. If needed, delete the SampleAllegation and SaveAllegation elements.
              The SampleAllegation and SaveAllegation elements are placeholders and don’t affect the function of the flow.
            8. Preview your work, and then activate the ComplaintIntake Omniscript.

            Add the New Guided Intake Button to the Public Complaint List View

            Enable intake agents to start the complaint intake guided flow from a button on Public Complaint list views.

            1. To create the button, from Setup, in Object Manager, select Public Complaint.
            2. Click Button, Links, and Actions, and then click New Button or Link.
            3. Specify these details.
              1. Enter New Guided Intake as the label, and then press Tab to populate the API name.
              2. Select List Button as the display type.
              3. Select Display in existing window with sidebar as the behavior.
              4. Select URL as the content source.
              5. In the field formula box, enter the URL for the active ComplaintIntake Omniscript followed by an ampersand and the contextId for the target object, Public Complaint.
                To get the URL, in Omnistudio, go to the active ComplaintIntake Omniscript, and in the highlights panel, click Downward-pointing triangle, and then select How To Launch. Look for the Lightning URL. The formula looks like this: [Lightning-URL]&c__ContextId={!PublicComplaint.Id}
            4. Save your work.
            5. To add the button to the Public Complaint list view page, select List View Button Layout.
            6. For List View, click Downward-pointing triangle, and then select Edit.
            7. Under Custom Buttons, add New Guided Intake to the Selected Buttons list.
            8. Save your work.
             
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