Setup and Configuration for Capturing Customer Interaction Outcomes

The prebuilt action, Capture Collections-Related Interaction, helps collections specialists to capture collections-related interactions and the next steps. For example, a collections specialist can use this action to record an interaction with a borrower after discussing ‌a disputed collection amount that requires investigation. They can also use the action to create a case, and case proceeding records. To set up this action and related flows, add picklist values for the relevant fields on the Collection Plan, Case, and Case Proceeding objects, create object field aliases, customize the prebuilt expression set, and configure field-level security.