Create and assign a retail customer complaint case in workspace

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

    • Create and assign a retail customer complain case in Workspace on behalf of a customer.

    Before you begin

    Roles required: sn_rtl_cs_cmplnt.agent, sn_rtl_cs_cmplnt.agent_manager

    About this task

    The retail customer complaint case type enables customers to submit complaints anonymously via phone or email.

    Procedure

    1. Navigate to Lists > Retail Customer Complaints > All.
    2. Select New and fill in the information about the customer complaint.
      FieldsDescription
      Service Type of service request.
      Customer name Name of the customer.
      Note:
      The name of the customer might not get registered in the system.
      Customer email Email address of the customer.
      Priority Sequence in which this case must be resolved, based on the impact and urgency.
      Assignment group Associated assignment group that is responsible for working on this request.
      Reported Retail Organization Retail organization from which this request has been created.
      Assigned to Person who is responsible for working on this request.
      Short description Short description about this request.
      Description Details about this request.
    3. Select Save.
    4. Self-assign the case by selecting Assign to me or work on the assigned case by selecting Accept.
      Note:
      Select Task related list to view your existing tasks and select New to add a task.