Work on a complaint task for a complaint case

Work on a complaint task to perform a legal review or to provide business unit inputs for the associated complaint service case.

Before you begin

Role required: sn_bom_compl.agent or sn_bom_compl.agent_connector

Important: For the agent connector role to work, it must be combined with one of the CSM industry data model roles. For more information, see Roles and Personas.

About this task

• When a complaint case is identified as having a legal impact, the workflow automatically generates a complaint legal fulfillment task.

• When a complaint agent clicks Request business input in the Review and response stage of a complaint case, the workflow automatically generates a complaint task for a business unit input.

If assignment rules are configured, the task is automatically assigned to an agent.

Procedure

1. Navigate to All > Financial Services Operations > Workspace.

2. Select the lists icon ([Omitted image "inline-data-vis-96px-list.png"] Alt text: lists icon).

3. In the Lists tab, under Complaint service tasks, open the task list.

   • For your assigned tasks, click Assigned to me.

   • For all complaint service tasks, click All.

4. In the list, select which case you want to work on.

   If you want to work on a case that isn't assigned to you yet, you can assign it to yourself by selecting Assign to me.

5. Enter the requested information in Closure comments field

6. In the Work notes field, enter any comments.

7. Click Close to close the task.

Result

The complaint task moves to the Closed Complete state.