Updating Research or Communication for a Complaint

Complaint managers and supervisors can add research and communication to a consumer complaint. This can be done even after the complaint is closed.

About this task

Note: Users with the Complaint Supervisor and Complaint Manager roles can add research and communication to a complaint. See SES Agency System Roles & Consumer Complaints Roles for more information.
Note: You can add or update research and communication to a complaint record even after the complaint is closed. See Adding Research and Communication to a Complaint and Updating Research or Communication for a Complaint
Figure 1. Video: Adding Research and Communication to a Complaint

Procedure

  1. Navigate to the complaint.
    The list of all open complaints
  2. Click Research/Communication.
    Research/Communication menu tab
  3. Click the View Details icon for the desired research or communication entry.
    View details for the communication or research record
  4. Click Update Research/Communication.
    Update Research / Communication button
  5. Enter the desired updates.
  6. Click Update Research/Communication.
    Update Research / Communication button