1. Project Overview
Why Was This Project Created?
Many companies receive customer complaints related to their products or services. Managing these complaints manually leads to delays, errors, and poor customer satisfaction.
This project was created to:
- Streamline the process of logging and tracking complaints
- Automatically handle urgent cases
- Improve communication with customers
- Monitor team performance and service quality
How It Works: Step-by-Step
Step 1: Logging the Complaint
- A Case is created in Salesforce when a customer complains
- Each Case includes: Complaint Type, Priority, Status, and Customer (Contact)
Step 2: Auto-Assign High Priority Cases
- A Record-Triggered Flow checks if the Case Priority is High
- If yes, the Case is automatically assigned to a manager (using OwnerId)
Step 3: Notify Customer on Case Closure
- When a Case is marked as Closed:
- An Email Alert is triggered
- Customer receives a message like: “Your case has been successfully resolved.”
Step 4: Create Feedback Record
- The flow also creates a blank Feedback__c record
- This is linked to the Case
- Customer can later add their Rating and Comments
Step 5: Reporting and Dashboards
- Salesforce reports and dashboards track:
- Open vs Closed Cases
- Complaint Type trends
- Customer Satisfaction scores (from feedback)
Benefits of This Project
- Automatic assignment of urgent complaints
- No manual email follow-ups
- Feedback collection for quality improvement
- Visibility into team performance
- Higher customer satisfaction
This project makes customer service faster, smarter, and more efficient using Salesforce automation tools.
2. Standard & Custom Object
Standard Object:
We have customized the following standard objects in Salesforce:
• User
Custom Objects:
Below is the list of custom objects that we need to create in the system:
• Feedbacks
Setup Custom and Standard Objects
Case (Standard): The Case object is a standard Salesforce object designed specifically to manage customer service and support requests. In your Customer Complaint Management Project, it plays a central role.
We have customized the Case object as follows:
| Data Type | Value | Example | Precision |
|---|---|---|---|
| Auto Number | Case Number | NA | (System Generated) Unique identifier for the case. |
| Text | Subject | NA | Short summary of the issue |
| Picklist | Complaint Type | Product, Service, Billing | Type of issue reported |
| Picklist | Priority | Low, Medium, High | Urgency level of the case |
| Picklist | Status | New, In Progress, Closed | Current stage of the case |
| Long Text | Description | NA | Detailed description of the complaint |
| Lookup (Contact) | Contact | NA | Customer who raised the case |
| Lookup (User/Queue) | Owner | NA | Assigned support agent or team |
| Date | Created Date | NA | Date when the case was created |
| Date | Last Modified Date | NA | Last updated timestamp |
| Checkbox | Feedback Submitted (Custom) | NA | Tracks if feedback is submitted |
Contact (Standard): Stores detailed customer information and helps associate support cases with real individuals.
We have customized the Contact object as follows:
| Data Type | Field Name | Value | Precision |
|---|---|---|---|
| Text | First Name | NA | Customer’s first name |
| Text | Last Name | NA | Customer’s last name |
| NA | Primary email address for communication | ||
| Phone | Phone | NA | Customer’s phone number |
| Picklist | Salutation | Mr., Mrs., Ms., Dr. | Courtesy title used in formal communication |
| Text | Account Name | NA | Company or organization associated (B2B only) |
| Mailing Address | Mailing Address | NA | Customer’s complete address |
| Lookup (User) | Owner | NA | Salesforce user responsible for managing the contact |
| Date | Created Date | NA | Date the contact record was created |
| Date | Last Modified Date | NA | Last time the contact details were updated |
Feedback (Custom): The Feedback__c object is a custom object designed to collect customer feedback after a case is closed. It helps track satisfaction levels and gather comments to improve service quality.
We have customized the Feedback object as follows:
| Data Type | Field Name | Value | Precision |
|---|---|---|---|
| Text | Feedback Name | NA | Contain Feedback name. |
| Picklist | Rating | 1,2,3,4,5 | Customer rating of their experience (1 = Poor, 5 = Excellent) |
| Long text Area | Comments | NA | Customer’s detailed feedback/comment |
| Lookup | Case | NA | Links feedback to the related Case. |
