The Complaints Management dashboard analyzes customer complaints and provides quick insights into complaint volume, trends, and complaints resolution progress. You can analyze complaints based on channels, subtypes, customers, and representatives, to make informed decisions on improving complaint resolution processes.
Required Editions
| Available in: Lightning Experience |
| Available in: Professional, Enterprise, and Unlimited Editions where Financial Services Cloud and CRM Analytics for Financial Services Cloud are enabled |
You can filter the data on the dashboard based on products and services types, complaints type, complaints sub-type, status, financial accounts, duration and compare the data with a previous period to analyze progress.
Complaints Volume
Here are examples of complaints volume related questions that the dashboard can answer:
- What’s the total count of complaints received, and how does it differ from the previous period?
- What’s the count of complaints per 1000 customers, and how does it differ from the previous period?
- Which channel do customers primarily use to raise complaints?
- What’s the trend in complaints volume based on the count?
- What’s the trend in complaints volume based on the number of customers who raised complaints?
- What’s the trend in complaints volume based on the sales representatives who handled the complaints?
SLA Management
Here are examples of SLA related questions that the dashboard can answer:
- What's the average handling time for complaints, and how does it differ from the previous period?
- What's the count of complaints that have been open for more than 56 days, and how does it differ from the previous period?
- How many complaints are in each stage of the complaint process?
- How many complaints were resolved after 56 days of being opened?
- What’s the percentage of complaints that were resolved within the Service Level Agreement (SLA) timeframe?
Complaints Resolution
Here are examples of complaints resolution related questions that the dashboard can answer:
- What’s the count of complaints resolved, and how does it differ from the previous period?
- What’s the monetary settlement amount for complaints, and how does it differ from the previous period?
- How many complaints were resolved based on complaint type and subtype?
- What’s the monetary settlement for complaints based on complaint type and subtype?
- What’s the count of complaints for each user?