0
8.0.1
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
New version of complaint playbook. By default, it is activated and published.
New:
- UI Navigation Improvements
- Implemented back button navigation across playbook activities
- Consolidated multiple buttons into "Continue" or "Save and Continue" buttons on all activities
- Complaint Case summarization
Changed:
- Enhanced triage stage activity
- Shown complaint details, attachment, and response compose components in triage activity
- Improved UI for complaint details display/edit.
- Research stage enhancements
- Replaced case tasks specific activities with case tasks list activity
- Improved navigation and task management
- Data model changes. New fields added.
- Customer correspondence content
- Complaint submitted by
- Guest address
- Guest email
- Guest mobile
- Guest name
- External reference number
- 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)