ENHANCED PUBLIC COMPLAINT MANAGEMENT SYSTEM USING SALESFORCE SITES AND COMMUNITY CLOUD: FULL AUTOMATION, TRANSPARENCY, AND TRACKING
Keywords:
Public Complaint System, Salesforce Sites, Community Cloud, Automation, WorkflowAbstract
The Public-Facing Complaints system plays an important role in the efficient management of towns, houses, parks, community assets, property, city facilities, and other services. In the past, without having a digital footprint, people had to rely on submitting their complaints manually, which created duplication, data loss, unaccountability, and longer turnaround times. With the advent of modern technology and cloud computing, a public-facing complaints system can be built using Salesforce Sites and Salesforce Community Cloud. The public can search records, file complaints, attach photos, challans, and evidence, and track the status of their complaints without the need to create login credentials. This paper aims to highlight how organizations can create a public complaint system using Salesforce Sites, taken in conjunction with workflow to automate the business process, salesforce process builder, flow builder, and apex to cater for the scaling up of the system to service public complaints
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Copyright (c) 2019 Sai Vishnu Vardhan Machapatri (Author)
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
