Use the Complaints Intelligence dashboard to quickly monitor and manage complaints,
reduce complaint volume, identify areas for improvement, and make data-driven decisions to
enhance complaint management 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.
The dashboard provides a quick view of the count of complaints received, resolved complaints,
open complaints, and complaints that require immediate attention, allowing users to identify
areas for improvement and make data-driven decisions. Users can quickly see the number of
complaints that are open for more than 56 days, enabling them to take appropriate action to
resolve complaints within the Service Level Agreement (SLA) timeframe. Also, track the
channels through which complaints are raised, view the count of complaints for each product
and service, and get valuable insights into customer behavior and preferences.
