Resolve a customer dispute and record the dispute analysis

  • Release version: Australia
  • Updated July 27, 2026
  • 1 minute to read

    • Resolve customer disputes by creating resolution tasks, documenting dispute analysis, and proposing solutions. Complete this stage after investigation and before closure.

    Before you begin

    Role required: sn_telco_adr_mgmt.manager

    About this task

    This stage in the Customer Dispute Management (CDM) playbook focuses on implementing the resolution tasks and documenting the dispute analysis. Both activities must be completed before moving the dispute to closure.

    Procedure

    1. Navigate to All > Workspaces > CSM/FSM Configurable Workspace.
    2. Select the lists (Lists Icon.) icon.
    3. Navigate to Customer Dispute Management > All.
    4. Open the CDM case record.
    5. To implement the resolution, on the Resolution stage, select Create tasks and complete the task fields.
      Table 1. Resolution task fields
      Field Description
      Opened on Date when the task was created
      Priority Priority level of the resolution task
      Assigned to User responsible for completing the task
      State Current state of the task
      Short description Brief summary of the work to be done
      Description Detailed explanation of the work to be done
    6. Select Save.
      Created tasks appear in a grid showing number, opened date, subject, assigned to, and priority. You can filter, search, and sort this grid.
    7. Mark all resolution tasks complete.
      Open each task, update the state to complete, and save the task.
    8. Select Continue.
    9. Select Add dispute analysis and complete the dispute analysis fields.
      Table 2. Dispute analysis fields
      Field Description
      Category General category of the issue.
      Subcategory Specific subcategory within the selected category
      Reason Dispute reason.
      Products identified Product or products associated with the dispute.
      Assignment group Group responsible for the affected product line.
    10. Select Save.
    11. Select Mark complete.
      The dispute moves to the Closure stage.
    12. Select Continue.

    Result

    The system sends the customer an email that summarizes the dispute, investigation findings, and proposed resolution. Based on the customer response, you can close the dispute. For more information, see Close a customer dispute.