A Public Sector Organization (PSO) would like to enhance its publicly available website, built in...

Public Sector provides a dedicated Public Complaint object for recording concerns submitted by constituents and a separate Case object for managing the organization ' s investigation and response. This separation aligns directly with the requirement to distinguish external complaint intake from internal casework.

Salesforce ' s complaint-management architecture uses the Public Complaint record to capture the reported incident, reporter information, and associated supporting details. Public Sector can then create a separate Case related to that complaint so case managers can prioritize the matter, assign caseworkers, investigate the concern, and track follow-up activity. Salesforce ' s investigative case-management documentation also identifies the Public Complaint as the intake record created when a constituent submits a concern and supports subsequent case creation and proceedings based on that complaint. Using Case record types for both external intake and internal investigation would collapse two distinct business concepts into one object. A custom complaint object is unnecessary because Public Sector already provides the appropriate standard industry object and its relationships.

Study Guide References: Complaints Management; Public Complaint; Investigative Case Management; Case; Experience Cloud Complaint Intake; Constituent Reporting.