Complaints processing in C4C

Hi Experts,

We have C4C integrated with ECC and the requirement is to

• Use Cloud For Service as a front-office tool for Customer Care Agents to create Service tickets thru various channels (email, mail, fax and phone call)
• use for complaint processing (returns and debit credit memo request handling) for the sales they made.

Not sure about how these processes handled in C4C and I don't see much documentation on returns and debit credit memo handling in C4C.

Any pointers on relevant documentation, process flows etc.

In addition to email, chat, phone, any additional communication methods supported by C4Service? SMS etc.,

Please note that there is no product service involved here and these complaints are for the sales they made to handle sales complaints thru C4C.

Appreciate your quick response.

Regards,

Srinivas