Work on a quality control task for a complaint case

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 1 Minute Lesedauer

    • Work on a quality control task to review the complaint details and complaint agent's response for the case. You can approve or reject the task based on your review.

    Vorbereitungen

    Role required: sn_bom_compl.quality_agent

    Warum und wann dieser Vorgang ausgeführt wird

    If the complaint case has a potential regulatory impact, a quality control approval is required. The workflow generates a quality control task for the same.

    Prozedur

    1. Navigate to All > Financial Services Operations > Workspace.
    2. Select the lists icon (lists icon).
    3. In the Lists tab, under Quality control tasks, open the task list.
      • For your assigned tasks, click Assigned to me.
      • For all quality control 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. Review the complaint agent's response for the complaint case.
    6. Wahlweise: In the Work notes field, enter any comments that are related to your findings.
    7. Click Approve to approve or Reject to reject the response.

    Ergebnisse

    • If approved, the task moves to the Closed Complete state.
    • If rejected, the task moves to the Rejected state and complaint agent can draft a new response for the case.