Workspaces in Financial Services Operations

  • Release version: Zurich
  • Updated July 31, 2025
  • 1 minute to read

    • The Financial Services Operations (FSO) workspace provides a single location for agents to process cases and tasks. Agents can use it to respond to all task types, view the full context of an issue, and get relevant recommendations to resolve issues.

    FSO uses CSM Configurable Workspace that agents can use. To learn more about the features available in the CSM Configurable Workspace, see CSM workspace features.

    Workspace users

    The following users can use the FSO workspace. The workspace is personalized for different roles.
    Table 1. Workspace users
    User Description
    Contributor Submits service requests, collects any inbound documents, and checks the status of cases.
    Requester

    (Branch worker in the front office or a call center agent)

    		 Submits service requests from interaction records and customer records.
    Processor

    (Back-office agent)

    		 Works on cases and tasks.
    Application admin Configures the workspace as per business requirements.

    For more information, see Configure CSM Configurable Workspace.

    Accessing the workspace

    To open the workspace, navigate to All > Financial Services Operations > Workspace.

    Landing page

    On the workspace landing page, get a quick overview of the cases and tasks that you and your team are working on. The widgets help you and your team to monitor your workload, focus on high-priority items, and easily navigate across your responsibilities.

    Note:
    The widgets and the data that are displayed in the widgets depend on your role.
    The following is an example of a workspace landing page.
    Figure 1. Example of an FSO landing page
    FSO workspace showing customer list with contact details and case summary cards displaying active cases and tasks.

    List view

    In the lists pane, you can quickly access cases and tasks by using the filtered lists under different categories. The lists that are displayed depend on your role.

    The following is an example of the workspace list view.
    Figure 2. Example of the list view in FSO workspace
    Customer Cases list view showing navigation panel with expandable sections and case records with details like number, service, consumer, and state.

    Cases and tasks

    In workspace, using the case playbook, you can review and work on your cases and tasks. You can also use case and task forms to work on them.
    • Contributors and requesters can submit service cases and view the case status.
    • Agents can investigate, triage, and respond to cases and tasks that are assigned to them.
    The following is an example of a case playbook for a card dispute in the Financial Services Card Operations application.
    Figure 3. Example of a card dispute case in the workspace
    Case playbook workspace showing the Resolve card disputes process with completed Select transaction step and case information panel.