--- 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 --- # Use # Using Financial Services Loan Operations {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Financial Services Loan Operations The Financial Services Loan Operations application enables requesters, contributors, and agents to initiate, research, and resolve loan service requests and manage system-generated exceptions efficiently. It supports both business and personal loan processes through dedicated workspaces, workflows, case playbooks, and performance dashboards. Show full answer Show less ## Workspace Personalized workspaces help different users manage loan cases by allowing them to monitor workload, prioritize tasks, and navigate seamlessly across assignments. Key workspace user roles include: * **Requester:** Submits service requests from interaction and customer records. * **Loan Contributor:** Submits requests, collects inbound documents, and tracks case status for managed accounts up to the Initiate and Review stage. * **Loan Agent:** Manages loan cases and tasks. * **Loan Agent Connector:** Handles service requests and tasks for accounts they manage. * **Credit Agent:** Works on credit cases and tasks related to loan requests. * **Document Agent:** Focuses on document-specific tasks within loan service requests. * **Loan Admin:** Configures the loan workspace according to business needs. ## Workflows Predefined workflows for business and personal loans automate task assignment and progression. When a loan service request is submitted, a case is created and assigned to a loan agent who updates details to trigger workflows. Tasks are then routed to appropriate back-office teams such as loan, credit, or document services. Completion of one task automatically generates the next, streamlining case handling. ## Case Playbook The case playbook allows loan contributors and agents to visualize and interact with the entire loan case lifecycle, from case initiation to final resolution and customer communication. Playbooks are specifically available for workflows including Loan Forgiveness (Business Loan Operations) and Loan Deferment (Personal Loan Operations). ## Dashboards Performance Analytics dashboards provide business owners with insights into team and business performance. Customizable dashboards are available separately for business and personal loan operations, enabling effective monitoring and decision making. Learn how requesters, contributors, and agents use the Financial Services Loan Operations application to initiate, research, and resolve the loan service requests and system-generated exceptions. ## Workspace {#using-loan-ops__section_k2k_3v1_wnb} Requesters, contributors, and back-office agents use personalized workspace to work on all aspects of loan cases. Workspace can help you with the following tasks: * Monitor workload and performance * Focus on high-priority items * Easily navigate across tasks {#using-loan-ops__ul_d1w_sb2_wnb} For more information, see [Workspaces](https://www.servicenow.com/docs/NryK2tWV2KEkCfpLGSA7Hw "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."). {#using-loan-ops__table_qy3_jmx_tnb__entry__2} | User | Description | |-|-| | Requester | Submits service requests from interaction records and customer records. | | Loan contributor | Submits service requests, collects inbound documents, and checks the status of cases for accounts managed by them till the Initiate and Review stage. | | Loan agent | Works on loan cases and loan tasks. | | Loan agent connector | Submits service requests and works on loan cases and loan tasks to fulfil loan requests for accounts managed by them. | | Credit agent | Works on credit cases and credit tasks for loan service requests. | | Document agent | Works on document tasks for loan service requests. | | Loan admin | Configures the loan workspace as per business requirements. For more information, see [Configure CSM Configurable Workspace](https://www.servicenow.com/docs/U0~GkxewdpJrO0bn2vLs9w "Review the CSM Configurable Workspace available with Financial Services Operations applications to see if it meets your business needs. You can customize its components, if needed."). | [Table 1. Workspace users for Loan Operations] {#using-loan-ops__table_qy3_jmx_tnb} ## Workflows {#using-loan-ops__section_mcf_zv1_wnb} Several predefined workflows for business and personal loans are available with the application. When a customer requests a loan service, a loan service case is created and assigned to a loan agent. After the agent updates the case details, a workflow is triggered. The flow triggers various tasks from the case and the assignment rules route these tasks to the appropriate back-office teams such as loan, credit, or document service. A new task is automatically created when an agent closes the previous task. For more information, see [Financial Services Loan Operations workflows](https://www.servicenow.com/docs/KRHvuRysyaqWAptC1iL4yg "The Financial Services Loan Operations application installs automated workflows for loan servicing. These workflows enable routing of cases and tasks to different departments, including the loan, document, and credit agents."). ## Case playbook {#using-loan-ops__section_prd_d2l_1qb} Using the case playbook, loan contributor and loan agents can visualize and interact with the case workflow. The playbook provides end-to-end life cycle for the tasks performed during the case handling process, from the time a case is logged to the final resolution and communication to the customer. The playbook is available for the following loan workflows: * Loan Forgiveness for Financial Services Business Loan Operations * Loan Deferment for Financial Services Personal Loan Operations {#using-loan-ops__ul_rnf_pm1_srb} ## Dashboards {#using-loan-ops__section_fnd_xw1_wnb} Performance Analytics give business owners an insight into how the team and business are performing. Dashboards with customizable views are available for business and personal loan operations with the application. For more information, see [Personal Loan Operations dashboard](https://www.servicenow.com/docs/rH0LiB3DfTAqODFLgjnu9A "With the Financial Services Personal Loan Operations dashboard, you can get an insight into how your team and business are performing for the personal loan cases. You can monitor the status of loan cases, see trends, and drill down into the details from a single view.") and [Business Loan Operations dashboard](https://www.servicenow.com/docs/fzAdcHDhPtJ2Sjk5u6o2Pw "With the Financial Services Business Loan Operations dashboard, you can get an insight into how your team and business are performing for business loan cases. You can monitor the status of loan cases, see trends, and drill down into the details from a single view.").