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