A UX Designer is asked to build a solution in Salesforce to accommodate a call...

The best way for the designer to illustrate the existing process, including the pain points and opportunities, is to observe the complaints process and create a journey map. A journey map is a visual representation of the customer’s or user’s experience with a product or service, from their perspective. It shows the steps, interactions, thoughts, feelings, touchpoints, context, and opportunities for improvement along the way. A journey map can help the designer to understand the current state of the complaints process, identify the pain points and gaps, and prioritize the areas for intervention. A journey map can also help to communicate the user’s needs and expectations to the stakeholders and developers, and align them on a common vision for the solution. References:

: Start Your Journey Map Unit | Salesforce Trailhead

: Add Journey Mapping to Your Solution Toolbox Unit | Salesforce Trailhead

: Customer Journey Mapping Resources - Salesforce