Work on a quality control task for a complaint case

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

    • 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.

    Before you begin

    Role required: sn_bom_compl.quality_agent

    About this task

    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.

    Procedure

    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. Optional: 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.

    Result

    • 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.