0
9.0.0
Australia, Zurich, Yokohama, Xanadu
Standalone Application
A customer complaint highlights an issue or problem with the products, employees, or internal processes of a business. The complaint case captures the details of the issue or problem faced by the customer and the expected resolution. It tracks all of the actions that must be performed to find the root cause of the complaint and resolve it. The complaint case also serves as the channel of communication with the customer.
- Process Orchestration
- Case Type extension table with process-specific attributes
- Business logic
- UI actions specific to the Case Type
- State flows
- Flow designer flows to automate process
- Case tasks specific to the Case Type
- Notifications and emails
- SLAs
- Contextual search sources
- Reports
- Agent Experience
- Case Type playbook
- Mobile experience for agents
- Platform and Workspace views
- Case management features for Case Type – case digest, special handling notes, contextual search, escalations
- Playbooks Dynamic Related Records
- Customer Experience
- Record producers
- Standard widget configurations for Case Type
- Additional widgets tasks for end customer
- VA topic
Changed:
- AI Sparkle on Fields: AI-generated field indicators are now displayed consistently across both the platform UI and Workspace.
- Granular Read/Write Role Support: The Complaint module now supports app-level granular roles — reader role:
sn_complaint.viewer, writer role:sn_complaint.admin. - AI Research Agent Task Management: When a user confirms the AI research agent's suggested tasks, existing tasks are cancelled and replaced with the newly suggested ones.
- Required plugins and products
- Customer Service (com.sn_customerservice)
- Store app dependency
- Playbooks for Customer Service Management (sn_csm_playbook)
- Customer Service Case Types (com.snc.csm_case_types)