This documentation describes one way Case Management can be set up to handle complaints.
Complaints are raised by users submitting a form on your website. Form submissions raise complaint cases, which can then be managed by your complaints team. Complaints can be assigned a range of statuses and progress through stages until they are resolved. Tasks are raised within a case and assigned to other teams to carry out investigations and to formally respond to the complainant. You can configure SLAs, reminders, escalations and automations so that Case Management handles cases following your own business processes.
Making a Complaint
Complaints are made by completing a form on your website. Users would typically navigate to a service area and then complete a form to either raise a complaint or give feedback.
Handling Complaints
These articles describe how complaints are worked on, including how stages and status work, how to create tasks, and how to close a case.
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