When a customer or branch worker submits a complaint, a complaint service case is created and assigned to a complaint agent. When the complaint agent starts working on this case using the case playbook, the corresponding workflow is triggered. The flow triggers various tasks from the case and the assignment rules route these tasks to the appropriate back-office teams or agents. These tasks appear in the Tasks tab and sometimes within the playbook itself.

Use the case playbook that provides the activities and tasks to research and resolve the complaint. You can also create and assign tasks as needed and use the playbook to communicate with the customer.