---
sourceDocument: Australia Financial Services Operations
sourceDocumentLink: https://www.servicenow.com/docs/r/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
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

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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 in financial institutions.
This workflow supports both business and personal complaints, directing cases and associated tasks to appropriate departments such as complaint handling, quality control, and business units.
It is built using Process Automation Designer and is customizable by complaint administrators to fit organizational needs.
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## Key Features

* **Complaint Intake:** Customers or branch workers submit complaint requests via the Consumer Service Portal (which requires activation of the Consumer Service Portal plugin).
* **Case Initiation and Routing:** Upon submission, a case is created. Assignment rules automatically route tasks to relevant back-office agents within complaint, business unit, legal, or quality control teams.
* **Case Playbook Guidance:** Agents use the case playbook within the CSM Configurable Workspace to update case details and follow structured resolution steps.
* **Business Unit and Legal Involvement:** The workflow generates specific tasks for business unit complaint agents or legal complaint agents when additional input or legal review is required.
* **Quality Control Approval:** If a complaint has potential regulatory impact, a quality control task is created for review and approval before finalizing the response.
* **Customer Response Handling:** Customers receive notifications via the Consumer Service Portal and can accept or reject responses, influencing the workflow progression.
* **Case Closure:** After acceptance, the complaint agent documents findings and closes the case, with the case state set to Closed Complete. Customers can track case status via self-service portals.

## Key Outcomes

* Efficient routing and handling of complaint cases across multiple specialized departments.
* Standardized agent guidance through case playbooks ensuring consistent complaint resolution.
* Enhanced customer engagement and transparency through portal notifications and case status visibility.
* Flexible workflow customization to align with organizational complaint handling policies.  
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 . 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.