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Jane Dempsey

Complaint handling groups

Customer Experience

When we are handling a Customer Complaint (especially technical complaints) there are usually a number of colleagues involved. Myself as the Customer Services Manager, a Technical Product Specialist, and the original Complaint Owner.
Although you can 'Follow' a complaint you don't receive any notifications regarding new chatter posts, emails added and 'log a call'.

If we could add in a 'Complaint Group' into Complaint cases on Salesforce, similar to an Opportunity Group it would enhance communication and collaboration ensuring we are all up to date with the case.

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Jane Dempsey

3 months ago

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