Public Complaint

Streamline customer complaint management in Financial Services Cloud by orchestrating complaint workflows. Raise a customer complaint as part of the complaint workflow using this resource.

Resource

1/connect/service-excellence/public-complaint

Resource Example

1https://yourInstance.salesforce.com/services/data/v58.0/connect/service-excellence/public-complaint

Available version

58.0

Requires Chatter

No

HTTP methods

POST

Request body for POST

JSON example

1{
2    "assessmentId": "0U3RO0000000Cp20AE",
3    "complaintInfo": {
4        "incidentDate": "2022-04-07",
5        "complaintType": "Information, sums/charges or product performance",
6        "complaintSubType": "Product disclosure information",
7        "status": "In Progress",
8        "subject": "Account Annual Maintenance Charges",
9        "priority": "High",
10        "description": "Annual maintenance charges not disclosed upfront",
11        "email": "Tody@email.com",
12        "productType": "Credit Card or Prepaid Card",
13        "additionalInfo": {
14            "data": {
15                "Comments": {
16                    "value": "This case needs to be handled on priority"
17                }
18            }
19        }
20    },
21    "caseInfo": {
22        "accountId": "001RO000004WKi1YAG",
23        "subject": "Reversal of Account Annual Maintenance Charges",
24        "status": "Pending",
25        "description": "Annual maintenance charges to be reversed",
26        "origin": "Email",
27        "reason": "Other",
28        "additionalInfo": {
29            "data": {
30                "Priority": {
31                    "value": "High"
32                }
33            }
34        }
35    },
36    "caseParticipantInfo": {
37        "data": [
38            {
39                "role": "Complainant Representative",
40                "status": "Pending",
41                "participantId": "001RO000004WKi1YAG",
42                "preferredCallTimeFrom": "10:30:30",
43                "preferredCallTimeTo": "12:30:30",
44                "preferredCommunicationMode": "Email",
45                "authorizationProof": "Email",
46                "additionalInfo": {
47                    "data": {
48                        "Name": {
49                          "value": "CP-0000000039"
50                }
51            }
52        }
53    },
54    "documentInfo": {
55        "data": [
56            {
57                "id": "069RO0000004YynYAE",
58                "name": "Aadhar"
59            },
60            {
61                "id": "069RO0000004p1lYAA",
62                "name": "Pan",
63                "typeId": ”0deRO00000000J7YAI”
64            }
65        ]
66    },
67    "shouldInclInRegulatoryRpt": true
68}

Properties

Name	Type	Description	Required or Optional	Available Version
assessmentId	String	Pre-complaint assessment ID. Pre-complaint assessment contains a set of questions for the customer before creating a complaint. It helps to better understand the customer issue.	Optional	58.0
caseInfo	Case Info Wrapper	Details of the case to be created to address the complaint. A case is created by default when you raise a complaint. Use this field to add more details to the case.	Optional	58.0
caseParticipantInfo	Case Participant Info Wrapper[]	Details of the case participant raising the complaint. A case participant can be a customer or a customer representative.	Required	58.0
complaintInfo	Complaint Info Wrapper	Details of the complaint to be raised.	Required	58.0
documentInfo	Document Info Attributes Wrapper []	Details of the documents supporting the complaint.	Optional	58.0
shouldInclInRegulatoryRpt	Boolean	Indicates whether to include the complaint in regulatory reports (true) or not (false). The default value is false.	Optional	58.0

Response body for POST

Complaint Management Output