Public Sector Solutions provides a specific data model to handle this scenario. The PublicComplaint object is designed as the intake mechanism for constituents to report issues, service requests, or concerns via a public-facing portal, such as an Experience Cloud site. It supports submissions from both authenticated and anonymous (guest) users. Upon submission of a PublicComplaint record, a separate Case record can be automatically or manually created for internal staff to manage the investigation, follow-up, and resolution. This two-object approach perfectly aligns with the requirement to track the constituent's report and the internal investigation as separate records.

A. Use the Complaint Case and Case objects.

"Complaint Case" is not the correct name for the standard object provided by Public Sector Solutions for this purpose. The correct object is PublicComplaint.

B. Use record types on Case, one for the constituents and one for internal staff.

This approach uses a single object (Case) and does not meet the requirement to "separately track their investigations and any follow-up in a separate Case."

D. Use a custom object for the Complaint with a lookup relationship to Case.

While technically feasible, this approach ignores the standard, out-of-the-box functionality provided by the PublicComplaint object, which is specifically designed for this use case.

1. Salesforce Help, Public Sector Solutions, Manage Complaints and Service Requests: "Use the Public Complaint object to capture complaints and service requests from the public. When a complaint is submitted, a case is created for an agent to investigate and resolve." This documentation explicitly describes the intended use of the PublicComplaint object for intake and its relationship with the Case object for investigation.

2. Salesforce Developer Guide, Public Sector Solutions, Object Details, PublicComplaint: The developer documentation outlines the fields and purpose of the PublicComplaint object (API Name: PublicComplaint). It is described as an object to "Store information about a complaint or service request submitted by a person from the public." This confirms it is the correct standard object for the initial report.

3. Salesforce Help, Public Sector Solutions, Set Up Case Management for Public Sector Solutions: This guide details the configuration process, stating, "Public Sector Solutions uses the Case object to help you manage and track customer issues... You can also create cases from public complaints." This reinforces the intended workflow of creating a Case from a PublicComplaint.