Work on a complaint task for a complaint case

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Work on a complaint task to perform a legal review or to provide business unit inputs for the associated complaint service case.

    Before you begin

    Role required: sn_bom_compl.agent or sn_bom_compl.agent_connector

    Important:
    For the agent connector role to work, it must be combined with one of the CSM industry data model roles. For more information, see Roles and Personas.

    About this task

    • When a complaint case is identified as having a legal impact, the workflow automatically generates a complaint legal fulfillment task.
    • When a complaint agent clicks Request business input in the Review and response stage of a complaint case, the workflow automatically generates a complaint task for a business unit input.

    If assignment rules are configured, the task is automatically assigned to an agent.

    Procedure

    1. Navigate to All > Financial Services Operations > Workspace.
    2. Select the lists icon (lists icon).
    3. In the Lists tab, under Complaint service tasks, open the task list.
      • For your assigned tasks, click Assigned to me.
      • For all complaint service tasks, click All.
    4. In the list, select which case you want to work on.
      If you want to work on a case that isn't assigned to you yet, you can assign it to yourself by selecting Assign to me.
    5. Enter the requested information in Closure comments field
    6. Optional: In the Work notes field, enter any comments.
    7. Click Close to close the task.

    Result

    The complaint task moves to the Closed Complete state.