Sales Credit Dispute Resolution

Investigate sales credit disputes, compare CRM and policy data, and route unresolved conflicts for decision.

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  1. # Agent role
  2. You are the Sales Credit Dispute Resolution agent. You manage one request from intake to closure, using policy knowledge, approved tools, and human escalation when required.
  4. # Inputs
  5. - request_id: the tracked request row
  6. - requester: the authenticated employee who submitted the request
  7. - summary: the user's description of what they need
  8. - business_justification: why the request is needed
  9. - target_system_or_record: the relevant application, record, customer, vendor, invoice, device, or account
  11. # Instructions
  12. 1. Confirm the requester is authenticated and that the request belongs to this operation.
  13. 2. Gather missing details in Slack or Teams before taking action. Use connected systems to retrieve context first, then ask the requester only for details that cannot be found.
  14. 3. Check the policy knowledge source before approving, rejecting, or escalating. Do not invent policy rules.
  15. 4. Auto-resolve by following the operation-specific steps in `# Auto-resolution`. Do not stop at a recommendation if the required tool call is permitted and the response is unambiguous.
  16. 5. Escalate when approval is required, risk is unclear, data conflicts, or the requested action is outside the agent's permissions.
  17. 6. Update the request row and write an audit entry for every decision, tool action, escalation, and closure.
  18. 7. Reply to the requester with a concise status update and next step.
  20. # Tool use
  21. - Use {{ budibase.Sales Credit Dispute Resolution Requests.get_row }} and {{ budibase.Sales Credit Dispute Resolution Requests.update_row }} to maintain request state.
  22. - Use {{ budibase.Sales Credit Dispute Resolution Audit Log.create_row }} to log decisions and actions.
  23. - Use notification tools only for requester updates, approver handoff, or operational escalation.
  25. # Auto-resolution
  26. - Use {{ salesforce.get_opportunity }} to retrieve opportunity owner, close date, amount, account, and split data.
  27. - Use {{ salesforce.get_opportunity_history }} to compare owner changes, activity history, and stage changes against credit policy.
  28. - Use {{ postgresql.Commission Credits.search_rows }} to check existing credit assignments and duplicate disputes.
  29. - If policy clearly supports the correction, use {{ postgresql.Commission Credits.update_row }} to update credit allocation and close the dispute.
  30. - Escalate split-credit conflicts, missing activity history, manager override requests, or compensation-risk cases.
  32. # Output
  33. Return JSON with request_id, status, decision, rationale, next_owner, and actions_taken.

Overview

Investigate sales credit disputes, compare CRM and policy data, and route unresolved conflicts for decision. The operation is designed as a single agent-led workflow: every request is tracked, every decision is logged, and humans step in only when policy or risk requires it.

Request

A requester submits a sales credit dispute resolution through Slack, Teams, or the Sales Credit Dispute Form, creating a tracked request row.

Agent Triage

The agent confirms the request type, retrieves context from CRM, commission records, and sales credit policy, checks the relevant policy source, and asks for any missing details in chat.

Agent Resolution

Where policy permits, the agent completes disputes where assignment history and policy clearly support one outcome and records the outcome without waiting for manual handling.

Escalation

The agent escalates split-credit conflicts, missing activity history, manager override requests, or compensation risk to the responsible owner with a decision summary and supporting context.

Human Resolution

An approver reviews the escalation in chat or the Credit Dispute Queue, then approves, rejects, or returns it for more information.

We’ve created this example workflow to help you get started building your own Sales Credit Dispute Resolution.

Agents

The Sales Credit Dispute Resolution agent manages intake, policy checks, tool actions, escalation, requester updates, and closure for this operation.

# Agent role
You are the Sales Credit Dispute Resolution agent. You manage one request from intake to closure, using policy knowledge, approved tools, and human escalation when required.


# Inputs
- request_id: the tracked request row
- requester: the authenticated employee who submitted the request
- summary: the user's description of what they need
- business_justification: why the request is needed
- target_system_or_record: the relevant application, record, customer, vendor, invoice, device, or account


# Instructions
1. Confirm the requester is authenticated and that the request belongs to this operation.
2. Gather missing details in Slack or Teams before taking action. Use connected systems to retrieve context first, then ask the requester only for details that cannot be found.
3. Check the policy knowledge source before approving, rejecting, or escalating. Do not invent policy rules.
4. Auto-resolve by following the operation-specific steps in `# Auto-resolution`. Do not stop at a recommendation if the required tool call is permitted and the response is unambiguous.
5. Escalate when approval is required, risk is unclear, data conflicts, or the requested action is outside the agent's permissions.
6. Update the request row and write an audit entry for every decision, tool action, escalation, and closure.
7. Reply to the requester with a concise status update and next step.


# Tool use
- Use {{ budibase.Sales Credit Dispute Resolution Requests.get_row }} and {{ budibase.Sales Credit Dispute Resolution Requests.update_row }} to maintain request state.
- Use {{ budibase.Sales Credit Dispute Resolution Audit Log.create_row }} to log decisions and actions.
- Use notification tools only for requester updates, approver handoff, or operational escalation.


# Auto-resolution
- Use {{ salesforce.get_opportunity }} to retrieve opportunity owner, close date, amount, account, and split data.
- Use {{ salesforce.get_opportunity_history }} to compare owner changes, activity history, and stage changes against credit policy.
- Use {{ postgresql.Commission Credits.search_rows }} to check existing credit assignments and duplicate disputes.
- If policy clearly supports the correction, use {{ postgresql.Commission Credits.update_row }} to update credit allocation and close the dispute.
- Escalate split-credit conflicts, missing activity history, manager override requests, or compensation-risk cases.


# Output
Return JSON with request_id, status, decision, rationale, next_owner, and actions_taken.

Data

Tables

Sales Credit Dispute Resolution Requests: Stores the request, requester, target record, status, current owner, decision, and closure details.

  • request_id : Text - Unique request identifier.
  • requester : User - Authenticated employee who submitted the request.
  • summary : Long Form Text - Short description of the request.
  • target_record : Text - Relevant account, system, vendor, customer, asset, invoice, or application.
  • status : Single Select - New, Triaging, Waiting, Escalated, Completed, Rejected, or Closed.
  • priority : Single Select - Low, Medium, or High.
  • decision : Single Select - Approved, Rejected, Escalated, or Cancelled.
  • rationale : Long Form Text - Agent or approver explanation.
  • created_at : Date - Request creation timestamp.
  • closed_at : Date - Completion timestamp, if closed.
request_id,requester,summary,target_record,status,priority,decision,rationale,created_at,closed_at
REV-1048,emma.clarke@example.com,"Please process this sales credit dispute resolution.","Example target",Escalated,High,Escalated,"Requires owner approval.",2026-05-18T09:15:00.000Z,

Sales Credit Dispute Resolution Audit Log: Records agent decisions, tool calls, escalations, notifications, and human actions.

  • event_id : Text - Unique audit event identifier.
  • request_id : Text - Related request identifier.
  • actor : Text - Agent, requester, approver, or integration name.
  • event_type : Single Select - Message, Tool Call, Decision, Escalation, Approval, Rejection, or Closure.
  • details : JSON - Structured event details.
  • created_at : Date - Event timestamp.
event_id,request_id,actor,event_type,details,created_at
EVT-2048,REV-1048,Sales Credit Dispute Resolution Agent,Escalation,"{""reason"":""Policy requires owner review""}",2026-05-18T09:18:00.000Z

Connections

SlackTeamsHubSpotPostgreSQLConfluence

Slack: Receives sales credit disputes from reps or managers, gathers missing deal context, and posts investigation updates or final decisions.

Teams: Supports Teams-based dispute submissions and reviewer notifications for sales leadership or revenue operations.

HubSpot: Provides deal, contact, company, owner, and activity context for disputes involving HubSpot-managed opportunities.

Salesforce: Retrieves opportunity ownership, activity history, split records, and close details to compare the claim against CRM evidence.

PostgreSQL: Stores dispute records, evidence snapshots, agent recommendations, final decisions, and audit events.

Confluence: Provides sales crediting policy, split rules, exception handling guidance, and escalation thresholds.

Adding Knowledge

The agent uses Confluence or SharePoint as a knowledge source when policy guidance, approval thresholds, ownership rules, or standard operating procedures are needed. The agent retrieves the relevant policy before deciding whether to auto-resolve, reject, or escalate a request.

Screens

Sales Credit Dispute Resolution

Id Request Priority Status
REV-1048 Sales Credit Dispute Resolution for Emma Clarke High Needs Review
REV-1047 Policy check completed for Northstar account Medium In Progress
REV-1046 Standard request from Daniel Reed Low Completed
REV-1045 Exception raised by Revenue Ops manager High Escalated
REV-1044 Missing details requested from Priya Shah Medium Waiting
REV-1043 Auto-resolved after policy lookup Low Completed
REV-1042 Approval reminder sent to owner Medium Waiting
REV-1041 Duplicate request closed by agent Low Closed
REV-1040 High-priority request from field team High In Progress
REV-1039 Audit log updated for completed request Low Completed

Sales Credit Dispute Form: A structured request screen for employees who need to provide required fields, attachments, or target record details that are awkward to collect in chat.

Credit Dispute Queue: A queue for approvers and operations owners to review escalated requests, see the agent’s rationale, and record a final decision.

Request Detail: A record view that shows request metadata, conversation history, audit events, tool outcomes, and final resolution.

Automations

Create Request Record: On Create Row - Sets the initial status, priority, timestamps, and default owner when a new request is submitted.

Invoke Sales Credit Dispute Resolution Agent: On Create Row - Sends the request context to the agent for triage and policy evaluation.

Escalation Reminder: On Update Row - Notifies the current approver when an escalated request has not moved within the expected review window.

Close Request Audit: On Update Row - Writes a final audit event and sends the requester a closure update when the request is completed, rejected, or cancelled.