Originate deposit account workflow

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Originate deposit account workflow

    The Originate deposit account workflow enables bank agents to efficiently handle service requests for opening new deposit accounts, applicable to both business and personal customers. This predefined workflow guides agents through the necessary steps to fulfill deposit account requests, ensuring a structured process from request submission to account activation.

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    Workflow Process

    • Request Submission: Deposit contributors or requesters submit new deposit account requests on behalf of customers, or customers themselves can submit requests directly via Customer Service Portal, Consumer Service Portal (with required plugin), or other self-service portals.
    • Case Creation: A case is automatically created based on the request type.
    • Initiate and Review: Deposit contributors update product details according to customer requirements, add operating instructions for business customers, collect necessary documentation, and submit the application for fulfillment.
    • Task Routing: The workflow triggers assignment rules that route tasks to appropriate back-office teams.
    • Documentation Review: Document agents verify collected documentation and complete the document review task.
    • Deposit Account Configuration: Deposit agents configure the account details, including interest rates.
    • Authorization: Deposit authorizers review and approve the deposit request.
    • Account Activation: Upon task completion, deposit agents create and activate the deposit account in the core banking system, send the account opening kit to the customer, and close the deposit tasks.
    • Case Closure: The case status is updated to Closed Complete, indicating fulfillment of the request.

    Key Benefits for ServiceNow Customers

    • Structured, end-to-end process for deposit account origination improves efficiency and consistency in handling service requests.
    • Role-based task assignment ensures the right agents and teams address specific steps in the workflow.
    • Integration with Customer Service Portals allows direct customer submissions, enhancing customer experience.
    • Customizable flow enables deposit administrators to tailor the process to organizational needs.
    • Automated workflow and assignment rules reduce manual routing and improve task tracking in Workspace queues.
    • Clear case playbook guidance supports agents through each stage, promoting accuracy and compliance.

    Learn how agents, using the originate deposit account workflow, resolve service requests for opening a new deposit account. The workflow applies to both business and personal deposit service requests.

    The following diagram shows how the application helps bank agents resolve a deposit request for a new deposit account.
    Figure 1. Originate deposit account workflow example
    Workflow that shows how origination of a new deposit account is completed using the deposit operations application. For the text description, refer to the workflow steps that follow.
    The deposit admin can review and customize this predefined flow based on the business needs of your organization.

    The following workflow routes the case and tasks for originating a deposit account to agents in different departments. The agents log in to the Workspace to work on the tasks in their queue. The case playbook guides agents through the steps that are needed to fulfill the request.

    As a deposit contributor, requester, or customer
    A deposit contributor or a requester submits a request for a new deposit account on behalf of a customer.
    A customer (consumer or contact) can directly submit a request from the Customer Service Portal, Consumer Service Portal, or another self-service portal.
    Note:
    For consumers to submit a request using the Consumer Service Portal, you must have the Consumer Service Portal plugin (com.glide.service-portal.consumer-portal) activated.

    A case is created based on the request type.

    As a deposit contributor
    1. In the Initiate and review stage of the case playbook, the contributor updates the product details based on the customer requirements. For a business customer, the contributor also adds the operating instructions for the new account.
    2. The contributor collects the necessary documentation from the customer and submits the application for fulfillment.

    A workflow is triggered automatically and the assignment rules route the associated tasks to the appropriate back-office teams.

    As back-office agents
    1. The document agent works on the document task to review and verify the collected documentation. If the documents are legitimate, the agent marks the task as complete.

      The workflow generates further tasks for deposit agents to work on them.

    2. In the case playbook, a deposit agent configures the deposit account with the interest rate information.
    3. A deposit authorizer (deposit agent) reviews the case details and approves the deposit task to authorize the deposit request.
    4. When all prior tasks are completed, a deposit agent creates and activates the deposit account in the core banking system, sends the account opening kit to the customer, and closes these deposit tasks.

    The case is complete and the state and stage of the case are set to Closed Complete.