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Public Sector Solutions Documentation
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            Review and Convert a Complaint to Case with Agentforce

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            Review and Convert a Complaint to Case with Agentforce

            Select a complaint to review based on its resolution priority. Work with the agent to get a quick summary, possible regulatory code breaches, and references to build a resolution strategy. Then, use the agent to efficiently assess and convert incoming complaints into official investigations or cases, and then transfer of participants, regulatory code violations, and evidence from the complaint to the linked case.

            Required Editions

            View supported product editions.
            User Permissions Needed

            To review complaints with Agentforce:

            Complaint Management Agent Access permission set AND Investigative_Case_Management_Officer permission set group AND Agentforce for Public Sector permission set AND Data Cloud User permission set

            1. From the App Launcher, find and select Public Complaints.
            2. Sort the complaints by resolution priority, and select the complaint with the highest resolution priority.
            3. To open the agent panel, click the Agentforce icon.
            4. Interact with the agent using utterances such as these.
              • Summarize this complaint.
              • Are there any similar complaints against the perpetrators?
              • Could you show me similar complaints that were previously resolved?
              • Get me the regulatory codes relevant to this complaint.
              • Create regulatory code violations for the second regulatory code.
              • I’d like to take an assessment now.
              • Send an email to notify the perpetrators about the investigation.
              • Can you search for any active cases with similar breach types by the same perpetrator?
              • Add all participants from the complaint to the case.
              • Transfer the regulatory code violations from the complaint to the case.
              • Create a new case file for this complaint.
             
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