Case Playbook for Complaints
Use the ServiceNow® Case Playbook for Complaints to manage the process for handling customer complaints.
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About
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.
Key Features
- 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