Call List and Creation of a Complaint as a follow-up document

Hi Experts,
I have a basic question in reference to the Call List Functionality of SAP CRM 7.0. We have to generate a list to measure the satisfaction of our customers. In this cases it is possible that the customer is very unsatisfied with the provided service and wants to open a complaint. Now my question is, if it is possible to open a complaint in the form of a follow-up document of the call list (so that the data of the customer is directly copied from the call list to the complaint - I am talking about data like Business Partner ID, etc.).
Is that possible? What is the customizing I have to do to make this possible? What are the basic steps?
Best Regards
Oliver

Hi Oliver,
Don't know if I understand correctly the question, but if it helps, here's my opinion.
Normally, we create every call of a call list associated with a document... a contact/interaction record.
So, for your scenario, I would try to create 'complaint' as follow-up document of that contact.
Then the agent makes the call and:
- If the customer don't answer or don't want to complaint, just close the contact with the respective reason
- If want to answer and have a complaint, the agent create a follow-up document of complaint type, and fill with the respective information.
Hope that helps you a little more.
Kind regards,
Garcia

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Call List and Creation of a Complaint as a follow-up document

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