---
schema_version: "1"
id: 9e8ada93c09ff28ba348877cb33a5a3c39e6d381f99e46a542360fed684a4d65
title: Set Up Dispute Management for Communications Service Console
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ind/264-0-0/comms_set_up_dispute_management.md
canonical_url: https://help.salesforce.com/s/articleView?id=ind.comms_set_up_dispute_management.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: b87b529df44d6eb1321d7d1c0da461a34870f19da20f7b07b79aa93eeb1f89e7
description: Set up and configure Dispute Management to help customer service representatives quickly initiate, validate, and manage billing disputes.
products:
  - Communications
release: "264"
---
# Set Up Dispute Management for Communications Service Console

Set up and configure Dispute Management to help customer service representatives quickly initiate, validate, and manage billing disputes.

| REQUIRED EDITIONS |
| --- |
| Available in: Lightning Experience |
| Available in: **Enterprise**, **Developer**, and **Unlimited** editions |

 
| REQUIRED USER PERMISSIONS |   |
| --- | --- |
| To set up Dispute Management: | Business Process For Communication AND Industry Service Excellence AND Omnistudio User AND Service Console for Communications |

1. Set Field-Level Security to Visible for these fields in the Case, Dispute, and Dispute Item objects.
    
    <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
              <thead class="slds-text-title_caps ">
                <tr><th class="slds-cell-wrap" scope="col" id="d97385e116">Object</th>
                <th class="slds-cell-wrap" scope="col" id="d97385e119">Field</th>
              </tr></thead>
              <tbody><tr class="">
                <td class="slds-cell-wrap" data-label="Object" headers="d97385e116">Case</td>
                <td class="slds-cell-wrap" data-label="Field" headers="d97385e119">SourceId</td>
              </tr>
              <tr class="">
                <td class="slds-cell-wrap" data-label="Object" headers="d97385e116">Dispute</td>
                <td class="slds-cell-wrap" data-label="Field" headers="d97385e119">
                  <a name="comms_set_up_dispute_management__ul_tpj_rfm_pdc"><!-- --></a>
                  <ul id="comms_set_up_dispute_management__ul_tpj_rfm_pdc">
                    <li>Status</li>

                    <li>DisputeSubtype</li>

                    <li>DisputeAmount</li>

                    <li>AccountId</li>

                    <li>Description</li>

                    <li>ActualAmount</li>

                    <li>CaseId</li>

                    <li>DisputeType</li>

                  </ul>

                </td>
              </tr>
              <tr class="">
                <td class="slds-cell-wrap" data-label="Object" headers="d97385e116">DisputeItem</td>
                <td class="slds-cell-wrap" data-label="Field" headers="d97385e119">
                  <a name="comms_set_up_dispute_management__ul_nwz_xfm_pdc"><!-- --></a>
                  <ul id="comms_set_up_dispute_management__ul_nwz_xfm_pdc">
                    <li>DisputeId</li>

                    <li>TransactionDescription</li>

                    <li>TransactionAmount</li>

                    <li>DisputedAmount</li>

                    <li>TransactionIdentifier</li>

                    <li>ValidationOutcome</li>

                    <li>ValidationOutcomeReason</li>

                    <li>TransactionDate</li>

                  </ul>

                </td>
              </tr>
            </tbody></table>
    
    To illustrate the process, here's how to configure field visibility for the SourceId field in the Case object:
    
    1. From the object management settings for Case, go to Fields & Relationships.
    2. Open the **SourceId** field.
    3. Click **Set Field-Level Security**.
    4. Set the Field-Level Security for Profile to Visible.
    5. Save your changes.
2. Set up Dispute Action Launcher.
    1. From Setup, in the Quick Find box, enter Industry Service Excellence, and then under Action Launcher, select **Deployments**.
    2. Click **New Deployment**.
    3. Enter a name for the deployment.
    4. In the Guidance to Show section, select the **OmniScripts** checkbox.
    5. Click **Next**.
    6. Move the Account object to the **Selected Objects** section.
    7. Click **Next**.
    8. Select the **Dispute** Omniscript with sfi/DisputeManagement/Multi-Language action API name.
    9. Click **Next**.
    10. To add Dispute Omniscript, click the Add icon.
    11. Save your changes.
    12. From App Launcher, find and select **Communications Service Console**.
    13. Open an account.
    14. From the Setup menu, select **Edit Page**.
        
        The account page opens in the Lightning App Builder.
    15. On the Lightning App Builder page, click-and-drag the Action Launcher component on to the record page layout.
    16. Set the Action Launcher Deployment value to the new Action Launcher deployment that you created.
    17. Save and activate your changes.
    18. Set the App Default tab to Communications Service Console.
    19. Click **Next** and then save your changes.
3. Activate the Dispute Charge process in the Service Process Studio.
    1. From Setup, in the Quick Find box, enter Service Process Studio, and then select **Service Process Studio**.
    2. Click **New Service Process**.
    3. On the Create from Template tab, select **Dispute Charge**.
    4. Click **Save & Launch**.
    5. Delete the auto-generated number from the API name.
        
        For example, if the generated API Name of the new service process appears as “Communication\_Dispute\_Management\_1725026290855”, rename it to “Communication\_Dispute\_Management”
    6. Save and activate your changes.
4. Activate the Validate Charge Dispute Business Rule Engine.
    1. From the App Launcher, find and select **Business Rules Engine**.
    2. From the app navigation menu, select **Expression Set Templates**.
    3. Open the Validate Charge Dispute expression set template.
        
        The template opens in the Expression Set Builder.
    4. In Expression Set Builder, click the Expression Set Properties icon.
    5. Enter the Rank as **1**.
    6. Click **Save As**, and then select **New Expression Set**.
    7. Click **Activate**.
5. Set picklist values for the Dispute Type field.
    1. From the object management settings for Dispute, go to Fields & Relationships.
    2. Open the **Dispute Type** field.
    3. In the Dispute Type Picklist Values section, add these values:
        
          
        | Value | API Name | Default |
        | --- | --- | --- |
        | Consumer Dispute | Consumer Dispute | True |
        | Processing Error | Processing Error |   |
        | Fraud | Fraud |   |
6. Set picklist values for the Dispute Subtype field.
    1. From the object management settings for Dispute, go to Fields & Relationships.
    2. Open the **Dispute Subtype** field.
    3. In the Dispute Subtype Picklist Values section, add these values:
        
         
        | value | API Name |
        | --- | --- |
        | Undelivered Product or Service | Undelivered Product or Service |
        | Failed Transaction | Failed Transaction |
        | Refund Not Processed | Refund Not Processed |
        | Products or Services Not as Described | Products or Services Not as Described |
        | Defective Product | Defective Product |
        | Charged Multiple Times | Charged Multiple Times |
        | Outstanding Charge on Original Payment Method | Outstanding Charge on Original Payment Method |
        | Overcharged | Overcharged |
        | Account Debited but no cash dispensed by ATM | Account Debited but no cash dispensed by ATM |
        | Fraudulent Transaction | Fraudulent Transaction |
        | Disclosed OTP, Card, or Account Details | Disclosed OTP, Card, or Account Details |
        | Lost or Stolen Card | Lost or Stolen Card |
7. Set up a Cases related list.
    1. From the App Launcher, find and select **Communications Service Console**.
    2. Open an account.
    3. From the Setup menu, select **Edit Page**.
        
        The account page opens in the Lightning App Builder.
    4. Create a custom tab and name it as Cases.
    5. From the Components panel, drag the Related List - Single standard component to the Cases tab.
    6. Set these values for the Related List - Single standard component:
        
        Related List: **Cases**
        
        Related List Type: **Basic List**
    7. Save and activate your changes.
    8. Set the App Default tab to Communications Service Console.
    9. Click **Next** and then save your changes.
8. Add the Case Details tab to the Case Record page.
    1. From the App Launcher, find and select **Communications Service Console**.
    2. Open a case record.
    3. From the Setup menu, select **Edit Page**.
        
        The account page opens in the Lightning App Builder.
    4. Create a custom tab and name it as Case Details.
    5. From the Components panel, drag the Case Details standard component to the Case Details tab.
    6. Save and activate your changes.
    7. Set the App Default tab to Communications Service Console.
    8. Click **Next** and then save your changes.

#### See Also

- [Create a Dispute in Communications Service Console](https://help.salesforce.com/s/articleView?id=ind.comms_create_a_dispute.htm&release=264.0.0&type=5 "Using Dispute Management, Customer Support Representatives can use Dispute Management to quickly initiate and validate charge disputes on behalf of customers.")