Complaint and transaction dispute models that extend Case
Key Takeaway
For client complaints, use Public Complaint and Case Participant. For disputed financial transactions, use Dispute and Dispute Item. Choose these purpose-built models that extend Case over custom complaint fields or a complaint record type on Case.
Case is the standard Salesforce object for customer service, but financial institutions have needs beyond how cases work by default. Agentforce Financial Services includes data models that extend a case's capabilities. The Complaint Management Data Model tracks client complaints. The Transaction Dispute Management Data Model tracks disputes about financial transactions. Two features sit on top of these models: Complaint Management and Transaction Dispute Management. When a requirement involves complaints or transaction disputes, a consultant maps it to these objects instead of designing new fields on Case.
The Complaint Management Data Model
The Complaint Management Data Model extends Case for client complaints. Service reps use it to capture, submit, and track complaints. The model has two objects, Public Complaint and Case Participant.
Public Complaint stores complaint information in a dedicated object. Because the complaint details live there, you don't have to add complaint fields to the standard Case object.
Case Participant relates an individual to a public complaint and defines the role that person plays. For example, a case participant record can show whether someone is the direct complainant or a client representative. Case Participant also captures communication preferences and authorization details for each participant.
Grace Lin calls her bank because her online banking login keeps failing. She wants her son Daniel to handle the follow-up calls. The service agent records the complaint in a Public Complaint record instead of in extra Case fields. Two Case Participant records describe the people involved. Grace's record shows her as the direct complainant. Daniel's record shows him as a client representative and stores his authorization details and how he prefers to be contacted.