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

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Financial Services Operations

ft:clusterId :

    - finso

bundleId :

    - finso

workflow :

    - Customer and Industry


---

# Data model

# Financial Services Complaint Management data model {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

The Financial Services Complaint Management data model provides a framework
that is used in the complaint management workflow.

This data model is aligned to the Financial Services Operations Core data model. See [Financial Services Operations Core](https://www.servicenow.com/docs/rJpGQD5amOKG1a7cGE1sDw "The Financial Services Operations (FSO) Core application provides a framework to enable financial institutions to organize and manage their data effectively to meet their business needs. This section introduces FSO Core and explains its purpose and key data design components.") to learn about Financial Services Operations Core data model.

The following diagram shows the tables and their relationships that comprise the complaints
management data model.  
This data model uses a combination of tables to store data:

* Tables that are included with complaints management application.For more information
  on tables that are installed with Financial Services Complaint Management, see
  [Components installed with Financial Services Complaint Management](https://www.servicenow.com/docs/3bkf1ZPY1ucVJyVI0gUmbg "Several types of components are installed with installation of the Financial Services Complaint Management application, including tables, user roles, and scheduled jobs. The application also installs related plugins and store applications if they are not already installed.").

* Tables that are from the Customer Service Management (CSM) application.
  * Extends the Sold Product \[sn_install_base_sold_product\] table for financial account and financial transaction tables.
  * Uses these CSM tables to support customers: Consumer \[csm_consumer\], Account \[customer_account\], and Contact \[customer_contact\]For more information on these CSM
    tables that store customer records, see [Accounts and
    contacts](https://www.servicenow.com/docs/access?context=configure-csm-accounts-contacts&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US) and [Consumers](https://www.servicenow.com/docs/access?context=configure-csm-consumers&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US).

  {#fso-complaints-mgmt-data-model__ul_tqj_zqb_cqb}
* ServiceNow AI Platform tables.

  Extends the Product Model \[cmdb_model\] table to
  support financial products in Financial Services Operations.
{#fso-complaints-mgmt-data-model__ul_stj_23b_zlb}  
The data model also includes access control lists (ACLs) and the following user roles to restrict access to different tables:

* Internal roles for agents, users working in front, middle, and back-office of financial institutions
* External roles for accounts, contacts, and consumers
{#fso-complaints-mgmt-data-model__ul_qqk_vxm_ylb}