---
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


---

# Workflow example

# Financial Services Complaint Management workflow example {#ariaid-title1}

Release version: Zurich  
Updated July 31, 2025  
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## Summary of Financial Services Complaint Management workflow example

The Financial Services Complaint Management application provides an automated workflow designed to streamline complaint servicing within financial institutions.
It supports the intake, routing, and resolution of complaint cases for both business and personal service requests.
The workflow integrates multiple departments including complaint handling, quality control, business units, and legal teams to ensure comprehensive case management.
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## Key Features

* **Automated Workflow:** Built using Process Automation Designer and Flow Designer, the workflow can be customized by complaint administrators to fit specific organizational needs.
* **Multi-Department Routing:** Complaints and associated tasks are routed automatically to appropriate agents across complaint teams, business units, quality control, and legal departments based on case details.
* **Case Playbook Guidance:** Agents use a structured playbook within the CSM Configurable Workspace to efficiently manage and resolve complaint cases.
* **Consumer and Branch Worker Intake:** Complaints can be submitted directly by customers or through branch workers, with consumer submissions facilitated via the Consumer Service Portal (activation of the corresponding plugin is required).
* **Task Generation for Specialized Review:** The workflow generates specific tasks for business unit agents, legal agents, and quality control agents when their expertise or approval is needed.
* **Customer Interaction and Notifications:** Customers receive notifications and can accept or reject complaint responses through the Consumer Service Portal or other self-service portals.

## Key Outcomes

* Efficient and transparent complaint resolution process, improving service quality and customer satisfaction.
* Clear assignment and tracking of complaint-related tasks across multiple departments ensures accountability and timely responses.
* Enables complaint agents to document findings and close cases with complete resolution status, visible to customers via self-service portals.
* Supports regulatory compliance by including legal and quality control review steps as part of the workflow.  
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.  
The following diagram shows how the application helps bank agents resolve a complaint request.Figure 1. Complaint management workflow  
Note:  
This workflow is built using [Process Automation Designer](https://www.servicenow.com/docs/access?context=process-automation-designer&version=zurich&pubname=zurich-build-workflows&ft:locale=en-US) and [Flow Designer](https://www.servicenow.com/docs/access?context=flow-designer-home-landing-page&version=zurich&pubname=zurich-build-workflows&ft:locale=en-US). The complaint admin can review and customize this predefined flow based on the business needs of your organization.

The following workflow routes the case and tasks for a complaint request to agents in
different departments. The agents log in to CSM Configurable Workspace to work
on the case and tasks in their queue. The case playbook guides agents through the steps that
are needed to resolve customer complaints.

As a customer or branch worker
:   A customer (consumer or contact) or a branch worker submits a complaint service request
    on behalf of a customer.  
    Note:  
    Consumers can submit a request through the Consumer Service Portal. You must have the Consumer Service Portal plugin (com.glide.service-portal.consumer-portal) activated before your consumers can submit a request.

    A case is initiated based on the request.

As back-office agents
:   After the case is initiated and a complaint agent starts updating the case details using
    the case playbook, a workflow is triggered automatically. The assignment rules route the
    associated tasks to the appropriate back-office teams.

    1. In the case playbook, a complaint agent reviews the case details and adds additional details.
    2. If the complaint agent requires information from a business unit (BU) to resolve the case, the agent can request it from the BU complaint agent. The workflow generates
       a BU complaint task and a BU complaint agent works on it to provide a
       response.

    3. If the complaint agent identifies the case as having a legal impact, the workflow generates a legal complaint task. A legal complaint agent works on this task to
       provide a response for the case.

    4. If the case has a potential regulatory impact, a quality control approval is required. The workflow generates a quality control task and a quality control agent
       works on it to review the complaint details and agent's response for the case and
       approve it.

    5. The complaint agent sends out the response to the customer and gets an acceptance for it.  
       Note:  
       If there's a Customer or Consumer Service Portal for customers, they get a notification for the response on the portal from where they can choose to accept or reject the response.
    6. The complaint agent records the findings and learnings from the case and closes the complaint case.
    {#fso-complaints-mgmt-workflow__ol_qsl_rlp_5nb}

The state of the case is set to Closed Complete. The customer can also view the status of the
case from the Customer or Consumer Service Portal or another self-service portal.