Work on a quality control task for a complaint case

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 1 min. de leitura

    • 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.

    Antes de Iniciar

    Role required: sn_bom_compl.quality_agent

    Por Que e Quando Desempenhar Esta Tarefa

    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.

    Procedimento

    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. Opcional: 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.

    Resultado

    • 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.