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

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Financial Services Operations

ft:clusterId :

    - finso

bundleId :

    - finso

workflow :

    - Customer and Industry


---

# Field descriptions for a complaint case

# Field descriptions for a complaint case {#ariaid-title1}

* Release version: Yokohama
* 
* Updated January 30, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

Complaint cases help the complaint agents resolve complaint service requests that they
receive from the customers.
When a complaint service request is submitted, it creates a complaint case. Some of the
fields on the case form are populated from the request from which it is created.

After the case is assigned, a complaint agent fills out the fields on the case when working
on the playbook activities in the case.

## Complaint case fields {#fso-complaint-form-fields__section_yxm_jsd_3mb}

The playbook activities in the Playbook tab of the complaint case provide case-related information.{#fso-complaint-form-fields__table_xw5_vpd_pkb__entry__2}

| Field | Description |
|-|-|
| Complaint details ||
| Number | System-generated unique number for the case. |
| Customer | Consumer who submitted the complaint. The field doesn't appear when a business customer is selected in the Account field. |
| Account | Business customer who submitted the complaint. The field doesn't appear when a consumer is selected in the Customer field. |
| Contact | Contact of the business customer who submitted the complaint. The field doesn't appear when a consumer is selected in the Customer field. |
| Channel | Channel through which the complaint was received. |
| Financial account | Financial account of the customer. |
| Type | Type of complaint such as product related or other. |
| Category | Category for the complaint. This list contains the industry-standard categories that are based on the selected complaint type. |
| Subcategory | Subcategory for the complaint. This list contains the industry-standard subcategories that are based on the selected complaint category. |
| Short description | Brief description of the complaint. |
| Complaint summary | Detailed summary of the complaint. |
| Review and Response ||
| Legal impact | Option to indicate if the complaint has a legal implication. If you select Yes in this field, the workflow automatically generates a complaint legal fulfillment task for a legal review. For more information, see [Work on a complaint task](https://www.servicenow.com/docs/9R7hi~V5vrU4r9D38royNw "Work on a complaint task to perform a legal review or to provide business unit inputs for the associated complaint service case."). |
| Regulatory impact | Option to indicate if the complaint has a potential regulatory impact. If you select Yes in this field, the workflow generates a quality control task. For more information, see [Work on a quality control task for a complaint case](https://www.servicenow.com/docs/SanMnygEJDfTHP_z8j0wMQ "Work on a quality control task to review the complaint details and complaint agent's response for the case. You can approve or reject the task based on your review."). |
| Regulatory category | Regulation category for the complaint. The list shows the regulation categories configured by your complaint admin. For more information, see [Configure regulation categories and subcategories](https://www.servicenow.com/docs/1GoCou54vjvqhByuHOog4Q "Configure regulation categories and subcategories to be used in the complaint service cases that have regulatory impact."). This field appears only when you select Yes in the Regulatory impact field. |
| Regulatory subcategory | Regulation subcategory for the complaint. The list shows the regulation subcategories configured by your complaint admin. For more information, see [Configure regulation categories and subcategories](https://www.servicenow.com/docs/1GoCou54vjvqhByuHOog4Q "Configure regulation categories and subcategories to be used in the complaint service cases that have regulatory impact."). This field appears only when you select Yes in the Regulatory impact field. |
| Response template | Type of response template to use in the case. |
| Expected outcome | Resolution expected by the customer. |
| Response | Response drafted by the agent to resolve the case. To copy content from a response template and add to this field, select the response template icon (![response template icon]()). For more information on how to use a response template, see [Use response templates to add information to cases](https://www.servicenow.com/docs/access?context=csm-aw-agent-use-response-template&version=yokohama&pubname=yokohama-customer-service-management&ft:locale=en-US). Note: Response templates are available only if they're configured by your complaint admin. For more information, see [Define response templates](https://www.servicenow.com/docs/PtjTGZEqCO2OkKr3_~ywFw "Create or modify a response template to define a reusable message that can be copied to complaint case or task forms to provide quick and consistent messages to customers."). |
| Quality control ||
| Quality control tasks | List of quality control tasks, if any, for the case. Note: A quality control task is generated if there's a potential regulatory impact identified for the case. |
| Customer outcome ||
| Customer approval | Field to indicate the state changes for customer approval. |
| Findings and learnings ||
| Findings and learnings | Findings and learnings from the case resolution. |
[Table 1. Fields to complete in the Financial Services Complaint Management case Playbook]

{#fso-complaint-form-fields__table_xw5_vpd_pkb}