Finds unresovled complaints that are similar to a complaint by matching keywords in the complaint summary.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, Unlimited, and Developer Editions with the Agentforce for Public Sector add-on or included in Public Sector for Agentforce 1 Service Edition. Requires each user to have the Agentforce for Public Sector add-on to access the action. |
| User Permissions Needed | |
|---|---|
| To use the Find Similar Unresolved Complaints action: |
Public Sector Access permission set AND Agentforce for Public Sector permission set |
| See Common User Access for Standard Agent Actions. | |
Action Details
| API Name | FindSimilarUnresolvedCmplnt |
| Reference Action Type | Prompt Template |
| Reference Action |
Find Similar Unresolved Complaints (pss_agent__FindSimilarUnresolvedCmplnt) |
| Does this action execute one or more prompt templates? | Yes |
Find Similar Unresolved Complaints Prompt Template
This action uses the Find Similar Unresolved Complaints prompt template to get the Salesforce record IDs of public complaints that are similar to a public complaint record and are yet to be closed. The prompt template passes the keywords in the Complaint Summary field of the input public complaint record to a search retriever. The retriever finds and returns a list of public complaint records that have similar keywords and a status of Closed. The prompt template returns the Salesforce record IDs of the public complaint records.