Financial Services Treasury Operations workflows

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Financial Services Treasury Operations workflows

    The Financial Services Treasury Operations application provides automated workflows tailored for treasury services, enabling efficient case creation and task routing to treasury and document agents. These workflows help streamline treasury service requests and ensure consistent case management from initiation to completion.

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    Key Features

    • Predefined workflows: Includes specific workflows for Remote Deposit Capture (RDC) Service and Wire Transfer Service, built using Process Automation Designer.
    • Customization: Treasury administrators can review and tailor workflows to meet their organization's specific requirements.
    • Case and task management: Workflows trigger case creation and task assignment based on service requests, guiding agents through each step with a case playbook.
    • Role-specific actions: Treasury contributors initiate cases and submit requests; treasury agents perform due diligence and activate services; document agents manage agreement documents and customer acceptance.

    How it Works for ServiceNow Customers

    • Customer request: A customer contacts the financial institution requesting a treasury product.
    • Case initiation: A treasury contributor (e.g., relationship manager) submits and initiates a treasury product onboarding or modification case.
    • Task routing: Workflow automatically triggers and routes tasks to appropriate back-office agents based on assignment rules.
    • Due diligence and documentation: Treasury agents review and verify the request (due diligence applies for RDC service), while document agents prepare and obtain agreement acceptance.
    • Service activation: After completing prior tasks, treasury agents activate the service in the core system, notify the customer, and provide training.
    • Case closure: The case status is updated to Closed Complete upon successful fulfillment.

    Benefits for ServiceNow Customers

    This application enables financial institutions to automate and standardize treasury service workflows, improving operational efficiency, ensuring compliance through due diligence, enhancing customer communication, and providing a clear, guided process for agents involved in treasury operations.

    The Financial Services Treasury Operations application installs automated workflows that can be configured for any treasury service. These workflows create cases and route tasks to the treasury and document agents.

    Workflows available with this application

    The following predefined workflows for treasury services are available with the application:
    • Remote Deposit Capture (RDC) Service
    • Wire Transfer Service

    These workflows are built using Process Automation Designer and . The treasury admin can review and customize these workflows according to the needs of their organization.

    The following diagram shows how the application helps bank agents resolve a treasury request for onboarding RDC service.
    Figure 1. Treasury operations workflow example for onboarding RDC service
    Workflow that shows how onboarding of RDC treasury service is completed using the treasury operations application. For the text description, refer to the workflow steps that follow.

    General workflow for Treasury Operations

    When a customer requires a treasury product, a treasury contributor initiates a case and updates its details, triggering the workflow. Throughout the workflow, treasury and document agents complete their assigned tasks and update the status of the case. The case playbook guides agents through the steps that are needed to resolve the case.

    The following is a typical treasury workflow in the Financial Services Treasury Operations application.
    Note:
    Depending on the service request type, a workflow might have additional or fewer tasks.
    As a customer
    A customer contacts the financial institution and requests for a treasury service.
    As a treasury contributor
    A treasury contributor, such as a relationship manager, submits a request for a treasury product activation or modification on behalf of the customer.
    1. The contributor initiates a treasury product onboarding case.​
    2. In the case playbook, the contributor updates the case details in the Initiate stage and submits the application.

    A workflow is triggered automatically and the assignment rules route the associated tasks to the appropriate back-office teams.

    As back-office agents
    1. In the case playbook, a treasury agent reviews the case details and performs a due diligence. If the applicant meets the standards of the financial institution, the agent marks the task as complete.
      Note:
      The due diligence task appears only for the RDC service workflow.
    2. The document agent works on the document task to generate an agreement document, share it with the customer, and get an acceptance for it.

      The workflow generates fulfilment tasks for a treasury agent to work on them.

    3. When all prior tasks are completed, a treasury agent activates the treasury service in their core treasury system, sends the service activation email to the customer, and starts the customer training for the treasury service.

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