---
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


---

# Case Types in FSO

# Case Types in FSO {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
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## Summary of Case Types in FSO

Case types in Financial Services Operations (FSO) represent the structured processes and data required to resolve specific customer service issues.
They enable organizations to create and configure various customer service cases tailored to their industry needs, such as loans, credit cards, or complaints in banking.
Case types are essential for managing different servicing requests and ensuring regulatory compliance, particularly in domains like Loan Operations where business-to-consumer (B2C) and business-to-business (B2B) cases are handled separately.
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Even if multiple case types are not initially required, it is recommended to start with at least one case type. This approach facilitates future adoption of additional case types from FSO or custom applications, providing scalability and adaptability.

## Case Type Hierarchy

FSO implements a hierarchical structure for case types to align with the data model, roles, business rules, and workflows specific to financial institution domains. The foundational FSO Base Case type extends the Customer Service Management (CSM) Case and offers core functionalities applicable across banking and insurance sectors.

## Primary and Domain-Specific Case Types

Primary case types, which extend the FSO Base Case, correspond to key business functions and industry standards such as those from the Banking Industry Architecture Network (BIAN). These primary types support enhanced querying, reporting, and include subdomain-specific fields and labels. They come with prebuilt components that group core banking and insurance domains, including predefined personas, roles, and access controls (ACLs), simplifying domain-specific rule implementation.

Further refinement is achieved through domain-specific case types, which extend primary types to represent specific products or lines of business. This granularity allows financial institutions to:

* Separate services and define distinct fulfillers or processors for each case type
* Build tailored user experiences with dedicated workspaces
* Implement precise access controls to segregate data access and visibility

This structured approach ensures that organizations can meet regulatory requirements, improve operational efficiency, and provide specialized service experiences.  
Learn about case types, how they're structured, and how they're used in Financial Services Operations (FSO).

A case type represents the processes and data needed to resolve a specific type of customer issue. Use case types to create and configure the different types of customer service cases for your organization.

For example, in the banking industry customer service agents can use case types to capture different servicing requests, such as loans, credit cards or managing complaints.

In Loan Operations, there are two primary case types: business-to-consumer (B2C) and business-to-business (B2B). In this implementation, there are separate case types for loans because they are in different domains and there isn't an
existing application to leverage. The B2C cases are also separated from the B2B cases due to the agents that work on the different requests. Banks also need clear separation of these case types for regulatory requirements.  
Note:  
FSO implementations should use case types even when not using a base system application. Even if there's no need for multiple case types, you should still start with one case type. This type of implementation enables easy adoption of future case types from either FSO applications or custom applications.

## Case type hierarchy {#fso-int_guide-case-types-in-fso__section_zrr_4dc_mcc}

FSO implements hierarchical case types to provide the data model, roles, business rules, and associated workflows that closely align with different domains of financial institutions (FIs).
The FSO Base Case case type, which extends CSM Case, provides functionalities like the data model, roles, and business rules that are applicable to a bank or insurance company.

## Primary and domain-specific case types {#fso-int_guide-case-types-in-fso__section_jyb_b2c_mcc}

FSO applications are separated into primary case types that extend FSO Base Case. These case types align with business functions and industry standards like those by the Banking Industry Architecture Network (BIAN). Primary case types
enable better querying and reporting, and provide subdomain-specific fields, field labels, and so on.  Standard components are prebuilt for each domain, which provide logical groupings by core banking and insurance domains, with
preconfigured personas, roles, and ACLs. This structure makes it easier for FIs to implement domain-specific rules.

FSO domain-specific case types are further extended to the product/lines of business. Domain-specific case types enable separation of services and different fulfillers (that is, processors) or defined roles that interact with each
case type. Granular case types enable FIs to build a tailored user experience with dedicated workspaces. If the business wants to implement access controls, it also provides an easier way to segregate access and visibility to the
data.