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**Intake** Guides the agent to collect the information needed to create the complaint case.
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Gather complaint details
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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](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/csm-service-definitions.md).
Agent actions:
**Continue**: 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.
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Add involved parties
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Activity that the agent can use 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 **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 isn’t yet assigned. Assigns the case to the logged-in user.
- **Add new**: Adds a user to the Involved Parties list \(see the previous steps\).
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Verify primary address
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Activity that 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 the 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.
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Notify customer
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Activity that displays the details of the email that was automatically sent to the customer at the completion of the Intake stage.
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**Triage** Enables the agent to do the initial troubleshooting on the case.
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Verify complaint
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Case task that agents can use to review any available related search results in the contextual side panel and add notes or attachments.
Agent actions:
- **Request info**: Requests 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.
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Notify customer
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Activity that displays the details of the email that was automatically sent to the customer at the completion of the Triage stage.
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**Research** Uses the Research AI agent to help the agent research the case, and sends the case to different back-office teams for follow-up.
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Research AI agent
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Activity that embeds the Complaint Case Research AI agent directly in the Research stage. Select **Start Now Assist** to invoke the agent and view its recommended troubleshooting steps and case tasks.
Role required: sn\_now\_canvas\_ai.interactive\_view\_user. Only the user who invokes the agent can interact with the activity and view its output.
By default, this activity appears when the Complaint Case Research AI Agent trigger is inactive in the Accelerate Complaint Case Handling agentic workflow. You can edit the playbook if you don't want to include this activity.
For more information, see [Use the Research AI agent activity](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/now-assist-for-csm/acc-complaint-case-handling-research-activity.md).
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Review legal implications
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Case task that agents can assign 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**: Requests 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.
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Product owner review for other similar issues
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Case task that an agent can assign to a different user for a review of similar issues.
To assign the task:
1. Select the View Task icon \[Omitted image "pop-out-icon.png"\] Alt text: View task. in the activity card to open 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**: Requests 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.
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Verify check entitlement
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Case task that an agent can assign to a different user for an entitlement review.
To assign the task:
1. Select the View Task icon \[Omitted image "pop-out-icon.png"\] Alt text: View task. in the activity card to open 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**: Requests 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.
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Billing review for any refunds
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Case task that an agent can assign to a different user for a billing review.
To assign the task:
1. Select the View Task icon \[Omitted image "pop-out-icon.png"\] Alt text: View task. in the activity card to open 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**: Requests 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.
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Notify customer
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Activity that displays the details of the email that was automatically sent to the customer at the completion of the Research stage.
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**Respond** Guides the agent in drafting a response to the case.
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Compose email
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Activity that the agent can use to communicate with the customer. Agent actions:
- **Request info**: Requests 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.
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**Resolve** Manages the activities for case resolution.
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Propose resolution
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Activity that shows the fields from the Resolution Notes section on the Case form. An agent can 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.
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Notify customer
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Activity that displays the details of the email that was automatically sent to the customer at the completion of the Resolve stage.
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**Close** Manages the activities for closing the case and sending a survey to the customer.
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Close case
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When the customer accepts the resolution, the Resolve stage completes and the Close stage is also marked as complete.
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Notify customer
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Activity that displays the details of the email that was automatically sent to the customer at the completion of the Close stage.
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