---
sourceDocument: Brazil Financial Services Operations
sourceDocumentLink: https://www.servicenow.com/docs/r/financial-services-operations

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Financial Services Operations

ft:clusterId :

    - finso

bundleId :

    - finso

workflow :

    - Customer and Industry


---

# Notice of death workflow

# Notice of death workflow {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
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## Summary of Notice of death workflow

The Notice of death workflow in the Client Lifecycle service requests enables bank agents to efficiently manage the financial accounts of a deceased client.
This predefined, playbook-guided workflow helps agents handle notification of a customer's death and perform related account management tasks such as releasing funeral funds, freezing deposits, and closing accounts.
The workflow is customizable by CLO administrators to fit organizational needs.
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## How the Workflow Operates

* **Initiation:** A CLO contributor (e.g., relationship manager) or an API triggers a service request upon notification of a customer's death, creating a case in the system.
* **Contributor Actions:** The contributor enters death notification details, collects necessary documentation, and submits the application for fulfillment.
* **Task Routing:** The workflow generates tasks routed to appropriate back-office agents through assignment rules.

## Back-Office Agent Responsibilities

* **Document Verification:** Document agents review and verify submitted documentation, marking tasks complete if valid.
* **Funds Release:** CLO agents release funds for funeral expenses or taxes if these options were selected, closing the corresponding task.
* **Account Freezing:** Deposit accounts linked to the deceased are frozen and the task closed.
* **Probate Management:** If the deceased's assets exceed the bank's probate threshold, additional tasks for collecting and verifying probate documents are created and completed by contributors and document agents.
* **Account Updates:** CLO agents update deposit and lending accounts in the core banking system as needed, closing fulfillment tasks accordingly.
* **Case Closure:** Once all tasks are finished, the CLO agent updates customer information and closes the case, marking it as Closed Complete.

## Benefits for ServiceNow Customers

This workflow streamlines the complex process of managing a deceased customer's financial accounts by guiding agents through each necessary step with clear task assignments and playbook instructions. It ensures compliance with bank policies such as probate handling and provides a centralized, auditable case management approach. Customers can expect improved operational efficiency, reduced errors, and enhanced customer service during sensitive situations.  
Learn how agents, using the Notice of death workflow, manage a deceased client's
financial accounts. The workflow applies to Client Lifecycle service
requests.
The following diagram shows how the application helps bank agents resolve a case for notification of a customer's death. Agents can manage the accounts of a deceased client using dedicated flows for releasing funeral expense funds, freezing deposits, and closing other related accounts, all using one efficient, playbook-guided workflow.Figure 1. Notice of death workflow example The CLO admin can review and customize this predefined flow based on your organization's business needs. The following workflow routes the case and tasks for a customer's demise to agents in
different departments. The agents log in to the Workspace to work on the
tasks in their queue. The case playbook guides agents through the steps that are needed to
fulfill the request.

As a CLO contributor or via an API
:   A CLO contributor, such as a relationship manager,
    is notified about a customer's demise and submits a service request for notification of
    death and handling the customer's financial accounts.

    A case is created based on the
    request type.

    An API in the backend can also trigger a Notice of death CLO service case when a customer's demise is
    notified.

As a CLO contributor
:
    1. In the Notice of death stage of the case playbook, the contributor enters the death notification details as received.
    2. The contributor collects the necessary documentation and submits the application for fulfillment.

    {#fso-death-notice-workflow__ol_jvt_dy1_nsb}

    A workflow generates further tasks and the assignment rules route the associated
    tasks to the appropriate back-office teams.

As back-office agents
:
    1. The document agent works on the document task to review and verify the collected documentation. If the documents are legitimate, the agent marks the task as complete.
    2. A CLO agent releases the requested funds for customer's funeral expenses and tax payment and closes the release funds CLO task.  
       Note:  
       The release funds task appears only when the Release funds for funeral or Release funds for tax options are selected in the death notification details stage.
    3. A CLO agent freezes all deposit accounts associated with the deceased customer and closes the freeze deposit accounts CLO task.
    4. If the asset value for the deceased customer exceeds the threshold for the probate amount set by the bank, the bank is required to collect the probate documents. In this case, additional tasks to collect and verify these documents appear in the playbook.
       1. The CLO contributor collects the probate documentation and closes the task.
       2. The document agent reviews the collected documentation and marks the document task as complete.
       {#fso-death-notice-workflow__ol_yc2_jb1_btb}
    5. A CLO agent updates the customer's deposit account for any required updates in the core banking system, and closes the Update deposit account fulfillment CLO task.
    6. The CLO agent updates all lending accounts (such as loan or credit card) that the deceased customer has with the bank. The agent then marks the Update lending account fulfillment CLO task as complete.
    7. When all prior tasks are complete, the CLO agent updates the customer information in the core banking system and closes the fulfillment CLO task.
    {#fso-death-notice-workflow__ol_kvt_dy1_nsb}

The case is complete and the state and stage of the case are set to Closed Complete.