Public Complaint

Create a customer 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/v68.0/connect/service-excellence/public-complaint

Available Version

58.0

Requires Chatter

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