---
sourceDocument: Australia Financial Services Operations
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/financial-services-operations

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Financial Services Operations

ft:clusterId :

    - finso

bundleId :

    - finso

workflow :

    - Customer and Industry


---

# Workflow example

# Financial Services Complaint Management workflow example {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
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## Summary of Financial Services Complaint Management workflow example

The Financial Services Complaint Management application provides an automated workflow designed to streamline the intake, routing, and resolution of complaint service requests for both business and personal customers.
This workflow facilitates coordination among multiple departments including complaint handling, quality control, business units, and legal teams, ensuring a structured and efficient complaint resolution process.
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The workflow is built using Process Automation Designer and Flow Designer, and can be customized by complaint administrators to suit specific organizational needs.

## Key Features

* **Complaint Intake:** Customers or branch workers can submit complaint requests, with consumers having the option to use the Consumer Service Portal (requires activation of the Consumer Service Portal plugin).
* **Case Initiation and Routing:** A case is automatically created upon complaint submission. Assignment rules route tasks to appropriate back-office agents, including complaint agents, business unit complaint agents, legal complaint agents, and quality control agents.
* **Case Playbook Guidance:** Agents use the CSM Configurable Workspace and follow a case playbook that outlines the steps to resolve complaints effectively.
* **Task Generation Based on Case Needs:**
  * Business Unit Complaint Task: Triggered when additional information from a business unit is required.
  * Legal Complaint Task: Generated if the complaint has legal implications.
  * Quality Control Task: Created if regulatory approval is necessary, requiring review and approval by quality control agents.
* **Customer Communication and Response Handling:** Complaint agents send responses to customers, who can accept or reject them via the Customer or Consumer Service Portal, receiving notifications accordingly.
* **Case Closure:** Once the complaint is resolved and accepted by the customer, the agent records findings and closes the case with the status set to Closed Complete. Customers can track case status through self-service portals.

## Key Outcomes

* Efficient and transparent complaint resolution process across multiple departments.
* Improved coordination and communication between complaint agents, business units, legal, and quality control teams.
* Enhanced customer experience through portal notifications and status tracking.
* Customizable workflow allowing organizations to tailor complaint management to their business requirements.  
The Financial Services Complaint Management application installs an automated
workflow for complaint servicing. This workflow enables intake of complaints and routing of
cases and tasks to different departments, including the complaint, quality control, and business
unit specific agents. The workflow applies to both business and personal complaint service
requests.  
The following diagram shows how the application helps bank agents resolve a complaint request.Figure 1. Complaint management workflow  
Note:  
This workflow is built using [Process Automation Designer](https://www.servicenow.com/docs/access?context=process-automation-designer&version=australia&pubname=australia-build-workflows&ft:locale=en-US) and [Flow Designer](https://www.servicenow.com/docs/access?context=flow-designer&version=australia&pubname=australia-application-development&ft:locale=en-US). The complaint 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 a complaint request to agents in
different departments. The agents log in to CSM Configurable Workspace to work
on the case and tasks in their queue. The case playbook guides agents through the steps that
are needed to resolve customer complaints.

As a customer or branch worker
:   A customer (consumer or contact) or a branch worker submits a complaint service request
    on behalf of a customer.  
    Note:  
    Consumers can submit a request through the Consumer Service Portal. You must have the Consumer Service Portal plugin (com.glide.service-portal.consumer-portal) activated before your consumers can submit a request.

    A case is initiated based on the request.

As back-office agents
:   After the case is initiated and a complaint agent starts updating the case details using
    the case playbook, a workflow is triggered automatically. The assignment rules route the
    associated tasks to the appropriate back-office teams.

    1. In the case playbook, a complaint agent reviews the case details and adds additional details.
    2. If the complaint agent requires information from a business unit (BU) to resolve the case, the agent can request it from the BU complaint agent. The workflow generates
       a BU complaint task and a BU complaint agent works on it to provide a
       response.

    3. If the complaint agent identifies the case as having a legal impact, the workflow generates a legal complaint task. A legal complaint agent works on this task to
       provide a response for the case.

    4. If the case has a potential regulatory impact, a quality control approval is required. The workflow generates a quality control task and a quality control agent
       works on it to review the complaint details and agent's response for the case and
       approve it.

    5. The complaint agent sends out the response to the customer. If the customer accepts the response, the workflow advances to step 6 otherwise it goes back to the complaint agent.  
       Note:  
       If there's a Customer or Consumer Service Portal for customers, they get a notification for the response on the portal from where they can choose to accept or reject the response.
    6. The complaint agent records the findings and learnings from the case and closes the complaint case.
    {#fso-complaints-mgmt-workflow__ol_qsl_rlp_5nb}

The state of the case is set to Closed Complete. The customer can also view the status of the
case from the Customer or Consumer Service Portal or another self-service portal.