---
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


---

# Work on a loan service case

# Work on a loan service case {#ariaid-title1}

* Release version: Yokohama
* 
* Updated January 30, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Review a loan case on a loan service request and update its details to trigger its
workflow.

## Before you begin

Role required:

* For a business loan service case: sn_bom_loan_b2b.agent or sn_bom_loan_b2b.agent_connector
* For a personal loan service case: sn_bom_loan.b2c_agent or sn_bom_loan.agent_connector
{#work-loan-case__ul_hhp_gmk_jmb}  
Important:  
For the agent connector role to work, it must be combined with one of the CSM industry data model roles. For more information, see [Roles and Personas](https://www.servicenow.com/docs/eyWhfFydxvuGiasXwK_fjg "Financial Services Operations (FSO) applications install agent connector and contributor roles to manage and monitor user privileges effectively. To provide the right level of access, these roles must be paired with roles in the CSM Industry data model and contributor user roles.").

## About this task

When a customer requests a loan service, a loan service case is created and assigned
to a loan agent. After the loan agent updates the case details, the corresponding
workflow is triggered. The flow triggers various tasks from the case and the
assignment rules route these tasks to the appropriate back-office teams such as
loan, credit, or document service. A new task is created when an agent closes the
previous task. All tasks that are associated with the case appear in its
Tasks tab.  
Note:  
For the following loan workflows, agents can also use the case playbook that guides them through the steps that are needed to resolve the case.

* Loan Forgiveness workflow for business loan operations
* Loan Deferment workflow for personal loan operations
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## Procedure

1. Navigate to AllFinancial Services OperationsWorkspace.
2. Click the lists icon (![lists icon.]()).
3. In the Lists tab, under Loan Service Cases, open the case list.
   * For your assigned tasks, click Assigned to me.
   * For all document tasks, click All.
   {#work-loan-case__choices_xbp_ycm_gmb}
4. In the list, select the case to work on.  
   To work on a case that is not assigned to you yet, assign it to yourself by clicking Assign to me.
5. Review the case and add additional details, such as information that is related to the fee.
6. Click Update and Continue.
{#work-loan-case__steps_llq_pbj_vnb}

## Result

* The case workflow triggers the next tasks for agents and the case moves to the next stage.
* The document processor service determines the documents that must be verified for the case. The workflow automatically generates an inbound document verification task in the Tasks tab. The document task is created in the New state and assigned to an assignment group or a document agent in the document service team based on the assignment rule.
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