Field descriptions for a complaint case
Complaint cases help the complaint agents resolve complaint service requests that they receive from the customers.
When a complaint service request is submitted, it creates a complaint case. Some of the fields on the case form are populated from the request from which it is created.
After the case is assigned, a complaint agent fills out the fields on the case when working on the playbook activities in the case.
Complaint case fields
The playbook activities in the Playbook tab of the complaint case provide case-related information.
| Field | Description |
|---|---|
| Complaint details | |
| Number | System-generated unique number for the case. |
| Customer | Consumer who submitted the complaint. The field doesn't appear when a business customer is selected in the Account field. |
| Account | Business customer who submitted the complaint. The field doesn't appear when a consumer is selected in the Customer field. |
| Contact | Contact of the business customer who submitted the complaint. The field doesn't appear when a consumer is selected in the Customer field. |
| Channel | Channel through which the complaint was received. |
| Financial account | Financial account of the customer. |
| Type | Type of complaint such as product related or other. |
| Category | Category for the complaint. This list contains the industry-standard categories that are based on the selected complaint type. |
| Subcategory | Subcategory for the complaint. This list contains the industry-standard subcategories that are based on the selected complaint category. |
| Short description | Brief description of the complaint. |
| Complaint summary | Detailed summary of the complaint. |
| Review and Response | |
| Legal impact | Option to indicate if the complaint has a legal implication.If you select Yes in this field, the workflow automatically generates a complaint legal fulfillment task for a legal review. For more information, see Work on a complaint task. |
| Regulatory impact | Option to indicate if the complaint has a potential regulatory impact.If you select Yes in this field, the workflow generates a quality control task. For more information, see Work on a quality control task for a complaint case. |
| Regulatory category | Regulation category for the complaint. The list shows the regulation categories configured by your complaint admin. For more information, see Configure regulation categories and subcategories. This field appears only when you select Yes in the Regulatory impact field. |
| Regulatory subcategory | Regulation subcategory for the complaint.The list shows the regulation subcategories configured by your complaint admin. For more information, see Configure regulation categories and subcategories. This field appears only when you select Yes in the Regulatory impact field. |
| Response template | Type of response template to use in the case. |
| Expected outcome | Resolution expected by the customer. |
| Response | Response drafted by the agent to resolve the case. To copy content from a response template and add to this field, select the response template icon ( Image omitted: response-template-icon.png response template icon). For more information on how to use a response template, see <a href="../../../customer-service-management/csm-aw-agent-use-response-template/">Use response templates to add information to cases</a>.</p> Note: Response templates are available only if they're configured by your complaint admin. For more information, see Define response templates. |
| Quality control | |
| Quality control tasks | List of quality control tasks, if any, for the case.Note: A quality control task is generated if there's a potential regulatory impact identified for the case. |
| Customer outcome | |
| Customer approval | Field to indicate the state changes for customer approval. |
| Findings and learnings | |
| Findings and learnings | Findings and learnings from the case resolution. |