---
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


---

# Components installed

# Components installed with Financial Services Complaint Management {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
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## Summary of Components installed with Financial Services Complaint Management

The Financial Services Complaint Management application installs various essential components to support complaint handling within financial services.
These components include tables, user roles, scheduled jobs, related plugins, and store applications.
This installation ensures a comprehensive setup for managing complaint cases, tasks, and quality control processes aligned with customer service workflows.
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## Plugins and Store Applications Installed

* **Customer Service Plugin \[com.sncustomerservice\]**: Enables integration and extension of Customer Service Management tables into Financial Services Operations applications.
* **Financial Services Operations Core**: Stores critical customer data required for creating and managing complaint service requests.
* **Playbooks for Customer Service Management**: Provides a task-oriented visualization of business process workflows to ensure consistent handling of common scenarios.

## Roles Installed

The application installs several roles designed to control access and responsibilities within complaint management:

* **Complaint admin \[snbomcompl.admin\]** : A system administrator role specific to complaint management that can configure the application, grant roles, delete cases/tasks, and modify complaint definitions. It includes full read/write/create access to complaint data. Note that *snbom.admin* includes this role.
* **Complaint agent \[snbomcompl.agent\]**: Allows users to view and work on complaint cases and tasks.
* **Complaint contributor \[snbomcompl.contributor\]**: Enables submission of complaint requests and task work on managed accounts until the Initiate and Review stage. Must be combined with a Customer Service Management (CSM) contributor role for functionality.
* **Complaint agent connector \[snbomcompl.agentconnector\]**: Similar to the complaint agent but focused on resolving complaints for managed accounts. Requires combination with CSM industry data model roles.
* **Quality agent \[snbomcompl.qualityagent\]**: Focused on viewing and managing quality control tasks related to complaint cases.
* **Complaint viewer \[snbomcompl.viewer\]**: Provides read-only access to complaint cases and related data.
* **Complaint manager \[snbomcompl.manager\]**: Grants access to complaint dashboards and process mining tools for complaint management processes.

## Tables Installed

The application installs specialized tables structured to extend core case and task management capabilities:

* **Complaint Base \[snbomcomplbase\]**: Base table extending the core Case table to support complaint-specific data.
* **Complaint Case \[snbomcomplservice\]**: Stores individual complaint cases, extending the Complaint Base table.
* **Complaint Service Task \[snbomcompltask\]**: Stores complaint-related tasks, extending the Financial Task table.
* **Quality Control Task \[snbomcomplqctask\]**: Stores quality control tasks for complaint cases, also extending the Financial Task table.
* **Regulation Category \[snbomcomplregulationcategory\]** and **Regulation Subcategory \[snbomcomplregulationsubcategory\]**: Store regulatory categories and their associated subcategories relevant to complaints management.  
Several types of components are installed with installation of the Financial Services Complaint Management application, including tables, user roles, and scheduled jobs. The application also installs related plugins and store applications if they are not already installed.
Note:  
The Application Files table lists the components that are installed with this application. For instructions on how to access this table, see [Find components installed with an
application](https://www.servicenow.com/docs/access?context=find-components&version=australia&pubname=australia-platform-administration&ft:locale=en-US).

## Plugins installed {#installed-with-fso-complaints-mgmt__section_dr4_2sw_llb}

{#installed-with-fso-complaints-mgmt__table_qdc_ksw_llb__entry__2}

| Plugin | Description |
|-|-|
| Customer Service \[com.sn_customerservice\] | Enables the extension of tables from the Customer Service Management application into the Financial Services Operations applications. |
[Table 1. Plugins installed with the Financial Services Complaint Management application]

{#installed-with-fso-complaints-mgmt__table_qdc_ksw_llb}

## Store applications installed {#installed-with-fso-complaints-mgmt__section_fvr_gtw_llb}

{#installed-with-fso-complaints-mgmt__table_ulz_4tw_llb__entry__2}

| Store application | Description |
|-|-|
| Financial Services Operations Core | Stores the customer data that is needed to make complaint service requests. For more information, see [Financial Services Operations Core](https://www.servicenow.com/docs/XGeC6_YkarhvSF2L5mFtcg "The Financial Services Operations (FSO) Core application provides a framework to enable financial institutions to organize and manage their data effectively to meet their business needs. This section introduces FSO Core and explains its purpose and key data design components."). |
| Playbooks for Customer Service Management | Provides a way to visualize business process workflows in a simple, task-oriented view, ensuring consistent responses to commonly encountered situations. For more information, see [Playbooks in Customer Service Management](https://www.servicenow.com/docs/access?context=setting-up-csm-playbooks&version=australia&pubname=australia-customer-service-management&ft:locale=en-US). |
[Table 2. Store applications installed with the Financial Services Complaint Management application]

{#installed-with-fso-complaints-mgmt__table_ulz_4tw_llb}

## Roles installed {#installed-with-fso-complaints-mgmt__section_wly_yyh_wdb}

{#installed-with-fso-complaints-mgmt__table_u1t_gb1_wdb__entry__3}

| Role title \[name\] | Description | Contains roles |
|-|-|-|
| Complaint admin \[sn_bom_compl.admin\] | Application-specific system administrator role for complaint management that can: * Grant complaint management roles * Delete complaint service cases and tasks * Configure the complaint management application * Create and modify complaint service definitions * Has read, write, and create access to complaint data {#installed-with-fso-complaints-mgmt__ul_kjh_zh2_gmb} Note: The sn_bom.admin role contains the sn_bom_compl.admin role when the Financial Services Complaint Management application is installed. | * sn_bom.service_definition_admin * sn_bom_compl.agent * sn_bom_compl.quality_agent {#installed-with-fso-complaints-mgmt__ul_qbv_rny_rnb} |
| Complaint agent \[sn_bom_compl.agent\] | * View the overall status of complaint service cases * Work on complaint service cases and tasks {#installed-with-fso-complaints-mgmt__ul_pdp_wj2_gmb} | * sn_bom_compl.viewer * sn_bom.b2b_agent * sn_bom.b2c_agent {#installed-with-fso-complaints-mgmt__ul_km5_wp4_ylb} |
| Complaint contributor \[sn_bom_compl.contributor\] | * Submit complaint service requests * Work on complaint cases and tasks for accounts managed by them until the Initiate and Review stage {#installed-with-fso-complaints-mgmt__ul_ikz_h32_gma} Important: For the contributor role to work, it must be combined with one of the CSM Contributor users roles. For more information, see [Roles and Personas](https://www.servicenow.com/docs/MTIqpkRRyB1b1FlKdColFw "Financial Services Operations (FSO) applications install agent connector and contributor roles to manage and monitor user privileges effectively. To provide the right level of access, these roles must be paired with roles in the CSM Industry data model and contributor user roles."). | * sn_bom_compl.viewer * sn_sla_definition_read * sn_bom.b2c_contributor * sn_customerservice.csm_workspace_user * sn_bom.b2b_contributor {#installed-with-fso-complaints-mgmt__ul_k3h_1bb_xrb} |
| Complaint agent connector \[sn_bom_compl.agent_connector\] | * Submit complaint service requests * Work on complaint cases and tasks to resolve complaints for accounts managed by them. {#installed-with-fso-complaints-mgmt__ul_sgj_lnj_gsb} Important: For the agent connector role to work, it must be combined with one of the CSM industry data model roles. For more information, see [Roles and Personas](https://www.servicenow.com/docs/MTIqpkRRyB1b1FlKdColFw "Financial Services Operations (FSO) applications install agent connector and contributor roles to manage and monitor user privileges effectively. To provide the right level of access, these roles must be paired with roles in the CSM Industry data model and contributor user roles."). | * sn_bom_compl.viewer * sn_sla_definition_read * sn_bom.viewer * sn_bom.agent {#installed-with-fso-complaints-mgmt__ul_uz1_cdb_xrb} |
| Quality agent \[sn_bom_compl.quality_agent\] | * View the overall status of quality control tasks for complaint service cases * Work on quality control tasks for complaint service cases {#installed-with-fso-complaints-mgmt__ul_v2t_bwg_npb} | * sn_bom_compl.viewer * sn_bom.b2b_agent * sn_bom.b2c_agent {#installed-with-fso-complaints-mgmt__ul_fz1_5gh_npb} |
| Complaint viewer \[sn_bom_compl.viewer\] | View complaint service cases and related data | * sn_bom.loan_account_viewer * sn_bom.ref_data_viewer * sn_bom.account_data_viewer * sn_bom.customer_data_viewer * sn_bom.credit_card_account_viewer * sn_bom.ins_policy_viewer * sn_bom.line_of_credit_viewer * sn_bom.deposit_account_viewer {#installed-with-fso-complaints-mgmt__ul_xp2_kq4_ylb} |
| Complaint manager \[sn_bom_compl.manager\] | * View the Complaint dashboard * Use Process Mining for complaint management processes {#installed-with-fso-complaints-mgmt__ul_qgj_jdb_v4b} | * sn_bom_compl.agent * pa_viewer {#installed-with-fso-complaints-mgmt__ul_klq_bdb_v4b} |
[Table 3. Roles installed with the Financial Services Complaint Management application]

{#installed-with-fso-complaints-mgmt__table_u1t_gb1_wdb}

## Tables installed {#installed-with-fso-complaints-mgmt__section_s1x_dzh_wdb}

{#installed-with-fso-complaints-mgmt__table_fbz_45z_vdb__entry__2}

| Table | Description |
|-|-|
| Complaint Base \[sn_bom_compl_base\] | Complaint Case table extends the Complaint Base table. Complaint Base table extends the Case \[sn_customerservice_case\] table. |
| Complaint Case \[sn_bom_compl_service\] | Stores all complaint cases. This table extends the Complaint Base \[sn_bom_compl_base\] table. |
| Complaint Service Task \[sn_bom_compl_task\] | Stores all complaint tasks. This table extends the Financial Task \[sn_bom_task\] table. |
| Quality Control Task \[sn_bom_compl_qc_task\] | Stores all quality control tasks for complaint cases. This table extends the Financial Task \[sn_bom_task\] table. |
| Regulation Category \[sn_bom_compl_regulation_category\] | Stores all regulation categories. |
| Regulation Subcategory \[sn_bom_compl_regulation_subcategory\] | Stores all regulation subcategories associated with regulation categories. |
[Table 4. Tables installed with the Financial Services Complaint Management application]

{#installed-with-fso-complaints-mgmt__table_fbz_45z_vdb}