Use the Case Playbook for Complaints to guide agents through the steps that are needed to resolve customer complaints.

A complaint case captures the information about the customer, the product, and details about the complaint. The complaint playbook provides the activities and tasks that agents can perform to research and resolve the complaint. Agents can also create and assign tasks as needed and use the playbook to communicate with the customer.

The Case Playbook for Complaints can be used with cases that are created using the complaint case type. This playbook is available for both CSM Configurable Workspace and CSM Agent Workspace. In the CSM Workspaces, the playbook appears in the Playbook tab on the case record.
Note: If you have the admin role, you can configure a playbook to use the compact mode in CSM Configurable Workspace. Use the compact mode to move the playbook from a tab in the Workspace to a tab in the contextual side panel.

Case Playbook for Complaints application

The Case Playbook for Complaints 3.0 application (com.sn_csm_complaint_caseflow) is available from the ServiceNow® Store. For more information, see Playbook plugins.

Case Playbook for Complaints PAD process definition

The Case Playbook for Complaints 3.0 includes a new Process Automation Designer (PAD) process definition called complaint_playbook_v1. This process definition contains the optimized stages and activities for the complaint playbook.

The process definitions are stored in the Process Definitions table (sys_pd_process_definition). To view a list of processes:
  1. In the application navigator, enter sys_pd_process_definition.list in the application navigator.
  2. Configure the list to show the Name field.

Only one PAD process per playbook can be active at a time. For more information, see Process definitions.

Case Playbook for Complaints features

The Case Playbook for Complaints 3.0 includes the case features and enhancements that are listed in the following table.

Table 1. Case Playbook for Complaints 3.0 features
FeatureDescription
Create a complaint case using the Case Playbook for Complaints

Feature that opens the complaint playbook and initiates the first activity in the Intake stage, which is gathering complaint details. The agent can complete and save this activity to create the record.

For more information, see Create a record using a playbook.
Focused activity view

Feature that determines how the stages and activities appear in the playbook.

The Case Playbook for Complaints uses the Focused activity view, which enables agents to see
  • The end-to-end lifecycle of the complaint workflow in the playbook lifecycle panel.
  • The current stage expanded and the current activity highlighted within the playbook lifecycle panel.
  • Details of the current activity that is displayed in the playbook work area.
Contextual side panel
Feature that displays the following information in the contextual side panel:
  • Activity stream
  • Ribbon information such as the case overview, customer details, timeline, and SLAs
  • Dynamic related records
Note: The activity stream and ribbon information are available in CSM Configurable Workspace only.
For more information about using the contextual side panel, see
Activity visibility
Feature that uses the following settings to control activity visibility:
  • Hide the activities in a stage that the logged-in user can't access.
  • Hide the pending activities in a stage.

For more information about configuring this feature, see Configure playbook stage and activity visibility.
Compact mode Mode that moves the playbook from a tab in the Workspace to the contextual side panel. Agents can complete the playbook activities in the side panel while they are viewing the other tabs in the record page.
Note: This mode is available in CSM Configurable Workspace only.

Users with the admin role can configure a playbook to use the compact mode in the playbook component configuration in UI Builder. For more information about configuring this feature, see Integrate Playbook with Workspace.
Dynamic related records

Feature that displays the records in the contextual side panel. These records dynamically change based on the context of the current record or playbook activity.

From the Related Records tab in the contextual side panel, agents can
  • Filter the list of related records
  • Open the list in a new tab
  • Create new records
Note: The dynamic related records feature is available in CSM Configurable Workspace only.

For more information, see Viewing related records in the contextual side panel.
SLA widget
Activity cards in the playbook work area that can display an SLA widget in the upper right corner. The widget appears on the activity card when the playbook activity has an SLA. This includes the activities in the following stages:
  • Triage
  • Research
  • Respond
The color of the widget indicates the time remaining for the SLA:
  • Green: 0–50%
  • Yellow: 50–75%
  • Orange: 75–99%
  • Red: 100% or breached

Using the playbook lifecyle to navigate the stages and activities

The playbook lifecycle enables agents to see the entire lifecycle of the complaint workflow. Agents can navigate the playbook stages and activities by doing the following tasks:
  • Expand and collapse stages to show or hide activities.
  • Use the filter in the playbook header to filter activities by the assigned user or the activity state.
  • Select an activity to display the details in the playbook work area.
  • Collapse the playbook lifecycle panel to create more screen space.

Using the Playbook Actions menu

The Playbook Actions menu in the playbook header includes actions that agents can perform at the playbook and activity levels. The agents can select the Playbook Actions icon (Playbook actions menu icon.) to access this menu.

The Playbook Actions menu includes the following playbook-level actions:
  • Expand All Stages: Expands all the stages in the playbook.
  • Collapse All Stages: Collapses all the stages in the playbook.
  • Request Info: Displays a pop-up window that the agent can use to communicate with the customer and to request information about a case or case task. This action also saves the details to the case or case task activity stream. By using this action, the state of the case or case task changes to Awaiting Info and pauses the SLAs and any timers.
  • Info Received: Returns the case or case task to the previous state and restarts the SLAs and any timers.
Note: The Request Info and Info Received actions can also be configured to appear on case task activity cards.

The activity-level actions can vary depending on the type of activity and in which stage it appears. For example, actions are available to accept cases, create related cases, create case tasks, and propose solutions.

Complaint playbook stages and activities

The following table lists the Case Playbook for Complaints stages and activities that agents can use to resolve customer issues.
Table 2. Case Playbook for Complaints stages and activities
StageActivityActivity Details
Intake

Guides the agent to collect the information needed to create the complaint case.

 Gather complaint details

When an agent creates a complaint case, the workspace opens the Create New Complaint Case form, launches the complaint playbook, and uses the first activity to gather complaint details.

The agent can enter the information about the customer, the service, the complaint, and the expected outcome for the case. As the agent enters the complaint details, additional fields appear on the activity card such as the Category and Subcategory fields.
Note: For more information about the service, see Service definitions.

Agent actions:

Continue: This action creates the complaint case and adds the case number to the Record tab. It also marks the first activity as complete and moves to the second activity.
Add involved parties
Agents use this activity to add involved parties to the complaint case:
  1. Select Add new to open the Create New Related Party form in a new tab.
  2. In the Type field, select the related party with the correct entity type, such as a co-complainant who is a customer contact.
  3. Select the User.
  4. Select Save to add the user to the Involved Parties list on the activity card.
Agent actions:
  • Assign to me: Available if the case is not yet assigned. Assigns the case to the logged-in user.
  • Add new: Add a user to the Involved Parties list (see steps above).
Verify primary address This activity shows the fields from the Primary Correspondence Address form section on the Details tab. Agents can accept this address or select a different address.
Agent actions:
  • Save: Saves updates to the Primary Correspondence Address fields.
  • Move to triage: Completes the Intake stage, marks the activities in the stage as complete, and moves to the next stage in the complaint playbook.
Notify customer This activity displays the details of the email that was automatically sent to the customer at the completion of the Intake stage.
Triage

Enables the agent to do the initial troubleshooting on the case.

 Verify complaint

Agents can use this case task to review any available related search results in the contextual side panel and add notes or attachments.

Agent actions:
  • Request info: Request additional information from the customer. This action changes the state of the case task to Awaiting Info.
  • Post: Posts the comment or the work note to the case task record activity stream.
  • Submit for review: Marks the case task and the Triage stage as complete.
Notify customer This activity displays the details of the email that was automatically sent to the customer at the completion of the Triage stage.
Research

Orchestrates sending the case to different back-office teams for follow-up.

 Review legal implications

Agents can assign this case task to a different user for legal review.

To assign the task:
  1. Select the View Task icon in the activity card. This action opens the case task in a new tab.
  2. Select the user in the Assigned to field.
  3. Add information to the other fields on the Case Task form as needed and select Save.
Agent actions:
  • Request info: Request additional information from the customer. This action changes the state of the case task to Awaiting Info.
  • Post: Posts the comment or the work note to the case task record activity stream.
  • Review complete: Marks the case task as complete.
Product owner review for other similar issues

Agents can assign this case task to a different user for a review of similar issues.

To assign the task:
  1. Select the View Task icon view task in the upper right corner of the activity card. This opens the case task in a new tab.
  2. Select the user in the Assigned to field.
  3. Add information to the other fields on the Case Task form as needed and click Save.
Agent actions:
  • Request info: Request additional information from the customer. This action changes the state of the case task to Awaiting Info.
  • Post: Posts the comment or the work note to the case task record activity stream.
  • Review complete: Marks the case task as complete.
Verify check entitlement

Agents can assign this case task to a different user for an entitlement review.

To assign the task:
  1. Select the View Task icon view task in the activity card. This opens the case task in a new tab.
  2. Select the user in the Assigned to field.
  3. Add information to the other fields on the Case Task form as needed and select Save.
Agent actions:
  • Request info: Request additional information from the customer. This action changes the state of the case task to Awaiting Info.
  • Post: Posts the comment or the work note to the case task record activity stream.
  • Review complete: Marks the case task as complete.
Billing review for any refunds

Agents can assign this case task to a different user for a billing review.

To assign the task:
  1. Select the View Task icon view task in the upper right corner of the activity card. This opens the case task in a new tab.
  2. Select the user in the Assigned to field.
  3. Add information to the other fields on the Case Task form as needed and select Save.
Agent actions:
  • Request info: Request additional information from the customer. This action changes the state of the case task to Awaiting Info.
  • Post: Posts the comment or the work note to the case task record activity stream.
  • Review complete: Marks the case task and the Research stage as complete.
Notify customer This activity displays the details of the email that was automatically sent to the customer at the completion of the Research stage.
Respond

Guides the agent in drafting a response to the case.

 Compose email Agents can use this activity to communicate with the customer.
Agent actions:
  • Request info: Request additional information from the customer. This action changes the state of the case task to Awaiting Info.
  • Post: Posts the comment or the work note to the case task record activity stream.
  • Review complete: Marks the case task and the Respond stage as complete.
Resolve

Manages the activities for case resolution.

 Propose resolution This activity shows the fields from the Resolution Notes section on the Case form. Add the resolution details and select Propose solution.

If the customer rejects the solution, the agent can return to the Resolve stage and propose another solution.

Agent actions:
  • Propose solution: Proposes the solution to the customer and marks the Resolve stage as complete.
  • Change solution: This action appears after the agent proposes a solution.
Notify customer This activity displays the details of the email that was automatically sent to the customer at the completion of the Resolve stage.
Close

Manages the activities for closing the case and sending a survey to the customer.

 Close case When the customer accepts the resolution, the Resolve stage completes and the Close stage is also marked as complete.
Notify customer This activity displays the details of the email that was automatically sent to the customer at the completion of the Close stage.

Process-based page variant for complaint case type

The Case Playbook for Complaints v5.0 application includes a process-based page variant that you can activate and use with the complaint case type in CSM Configurable Workspace. This page includes the following features:
  • A horizontal stage picker at the top of the record that provides an end-to-end view of the complaint process.
  • Displays the related list tabs in the Dynamic Related Records component in the contextual side panel.
  • Displays persistent account and contact information in the left side panel.
  • Displays Email tab in the Activity Stream.
  • Displays the email templates in the contextual side panel.
  • Supports customization of the start and end states of the approval flow as fields in the Approval request activity.
Agents can create tasks as needed as well as view and update case details. For more information, see Process page variants.