Workspaces in Financial Services Operations

  • リリースバージョン: Australia
  • 更新日 2026年03月12日
  • 所要時間：4分

    • 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.
    表 : 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.

    注:
    The widgets and the data that are displayed in the widgets depend on your role.
    The following is an example of the workspace landing page for the Financial Services Treasury Operations application.
    図 : 1. Example of the landing page for treasury operations
    Overview of Treasury operations features including workspace, case, and task management tools.

    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 for the Financial Services Treasury Operations application.
    図 : 2. Example of the list view in workspace for treasury operations
    List view in workspace for treasury operations showing cases and tasks filtered under different categories.

    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 the Financial Services Treasury Operations application.
    図 : 3. Example of a treasury case in the workspace
    Playbook view of a treasury case in workspace showing an example request for onboarding RDC service with its task steps, and a form with setup information and check type fields.