Complaints Playbook csm

[Luke James]

Hello Everyone, 

I am implementing the complaints playbook for a customer, but they want to remove some aspects of the playbook, as they don't feel like they need them in there process. 

How do I safely remove them without breaking the other parts of the complaints process? 

Kind Regards, 

Luke

[Ankur Bawiskar]

@Luke James 

what's your business requirement here? playbook process has nothing to do with number prefix etc

Are you talking about this 1st image?

Are you talking about this table -> sn_complaint_case

If yes then OOTB it has CMPL as prefix and you can change it as per customer's requirement.

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[Luke James]

@Ankur Bawiskar Yes, these are the ones for the playbook i'm referring to. I have copied the OOTB one and deactivated the OOTB one. But now I have de-activated the OOTB one, my copied one is not triggering when I open a new complaint from the workspace?

[Ankur Bawiskar]

@Luke James 

Strange did the new one have the same condition as the OOTB one?

[Luke James]

@Ankur Bawiskar Yes, exactly the same. And when I delete a Lane, as they do not want to use the research tasks, everything just does not flow the same in terms, of the tasks remaining. 

[Ankur Bawiskar]

@Luke James 

weird

If my response helped please mark it correct and close the thread so that it benefits future readers.