Complaint Management

A complaint is a flow managed end-to-end in Salesforce which is used to:

Capture and log the complaint
Communicate with the customer
Define investigation and corrective action plan
Create, validate and send official response to customer
Request customer feedback
Close the complaint

Yes, all CRM user can create a complaint

The current Complaint process forces the user registering the complaint to select colleagues to be the Investigator and the Commercial Assignee (Actors).

If the Actors assigned to one of this roles are unavailable or have left the company, the Quality Manager with Write Access to the complaint should change the User name on the fields to available Users. The new Users assigned will be notified.

Users managing GBU Complaint Teams should have available a report that list all Complaints filtered by User being the Investigator and Commercial Assignee to be able to reassign easily the Complaints assigned to unavailable Users

All Users from the Case Team are able to reassign Complaints for the different roles - Originator, Investigator and Commercial Assignee Users are always and automatically added to the case team.

All Users above the Users on the Case team on the GBU Salesforce Hierarchy are able to reassign Complaints.

*Is necessary to identify the Users for each GBU that should manage the unavailability of the Complaints Teams to make sure that right role of the Hierarchy

It depends off the error message but it means that a value doesn't exist.

It should concern the fields "Sold to Account", "Resolution Site Code", "Product" or "Contact Name".

To be sure, click on the lookup. If the search doesn't find any value, it means that it doesn't exist.

The case contact is linked to the account, if you want to search for a contact from another account you have to click on "Show all results".

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Complaint Management