Using Financial Services Complaint Management

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Learn how branch workers and agents use the Financial Services Complaint Management application to initiate, research, and resolve the complaints cases.

    Workspace

    Branch workers and back-office agents use personalized Workspace to work on all aspects of complaint cases. Workspace enables agents to do the following:
    • Monitor workload and performance
    • Focus on high-priority items
    • Easily navigate across tasks
    For more information, see Workspaces.
    Table 1. Workspace users for complaint management
    User Description
    Branch worker (requester or contributor) Submits requests and checks the status of complaint cases.
    Complaint agent Works on complaint cases and complaint tasks.
    Quality agent Works on quality tasks for complaint cases.
    Complaint admin Configures the complaint workspace as per business requirements.

    For more information, see Configure CSM Configurable Workspace.

    Automated workflow

    A predefined workflow for complaint cases is available with the application.

    When a customer submits a complaint, a complaint service case is created and assigned to a complaint agent. After the agent updates the case details using the case playbook, a workflow is triggered. The flow triggers various tasks from the case and the assignment rules route these tasks to the appropriate back-office agents such as complaint and quality.

    For more information, see Financial Services Complaint Management workflow example.

    Case playbook

    Using the case playbook, complaint agents review and work on their cases and tasks. The playbook provides end-to-end life cycle for the tasks performed during the complaint handling process, from the time a complaint is logged to the final resolution and communication to the customer.

    Dashboard

    Performance Analytics give business owners an insight into how the team and business is performing. A dashboard with pre-configured reports and customizable views is available with the application.

    For more information, see Complaint Management dashboard.