---
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


---

# Workspaces

# Workspaces in Financial Services Operations {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 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](https://www.servicenow.com/docs/access?context=csm-workspace-feature-overview&version=australia&pubname=australia-customer-service-management&ft:locale=en-US).

## Workspace users {#fso-workspace__section_g4l_bmx_tnb}

The following users can use the FSO workspace. The workspace is personalized for different roles.{#fso-workspace__table_cdy_h3z_qqb__entry__2}

| 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](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]

{#fso-workspace__table_cdy_h3z_qqb}

## Accessing the workspace {#fso-workspace__section_n43_fjz_qqb}

To open the workspace, navigate to AllFinancial Services OperationsWorkspace.

## Landing page {#fso-workspace__section_fjs_5jz_qqb}

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

## List view {#fso-workspace__section_yrq_3kz_qqb}

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

## Cases and tasks {#fso-workspace__section_mwj_s1y_tnb}

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.
{#fso-workspace__ul_dld_lby_tnb}  
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

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