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

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Financial Services Operations

ft:clusterId :

    - finso

bundleId :

    - finso

workflow :

    - Customer and Industry


---

# Using Financial Services Complaint Management

# Using Financial Services Complaint Management {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 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 {#using-complaint-mgmt__section_k2k_3v1_wnb}

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

{#using-complaint-mgmt__ul_d1w_sb2_wnb} For more information, see [Workspaces](https://www.servicenow.com/docs/xjVZAq0AhxUn~ZZElTQkgQ "The Financial Services Operations (FSO) workspace provides a single location for agents to process cases and tasks. Agents can use it to respond to all task types, view the full context of an issue, and get relevant recommendations to resolve issues.").  
{#using-complaint-mgmt__table_qy1_452_wrb__entry__2}

| 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](https://www.servicenow.com/docs/woVbLjK2a40uljsGI4CHEg "Review the CSM Configurable Workspace available with Financial Services Operations applications to see if it meets your business needs. You can customize its components, if needed."). |
[Table 1. Workspace users for complaint management]

{#using-complaint-mgmt__table_qy1_452_wrb}

## Automated workflow {#using-complaint-mgmt__section_mcf_zv1_wnb}

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](https://www.servicenow.com/docs/yJENBs6ua7TbXR8S5isGzQ "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.").

## Case playbook {#using-complaint-mgmt__section_prd_d2l_1qb}

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 {#using-complaint-mgmt__section_fnd_xw1_wnb}

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 [Financial Services Complaint Management dashboard](https://www.servicenow.com/docs/i2aY9MWUsAHjZzQ8nxW3sQ "With the Financial Services Complaint Management dashboard, you can get an insight into how your team and business are performing for the complaints that were received for your financial services. You can monitor the status of the complaint service cases, see trends, and drill down into the details from a single view.").