Components installed with Financial Services Complaint Management

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Components installed with Financial Services Complaint Management

    The Financial Services Complaint Management application installs a variety of components that enable comprehensive complaint handling within the Financial Services domain. These components include tables, user roles, scheduled jobs, related plugins, and store applications that are essential for managing complaint cases, tasks, and quality control processes efficiently.

    Show full answer Show less

    Plugins Installed

    • Customer Service [com.sncustomerservice]: Extends tables from Customer Service Management into Financial Services Operations applications, facilitating integration and data sharing.

    Store Applications Installed

    • Financial Services Operations Core: Stores customer data necessary to initiate and manage complaint service requests.
    • Playbooks for Customer Service Management: Provides a visual, task-oriented business process workflow to ensure consistent handling of common service scenarios.

    Roles Installed

    The application installs several roles tailored to different user responsibilities in complaint management:

    • Complaint Admin [snbomcompl.admin]: System administrator role with full permissions to configure the application, manage complaint data, and grant roles.
    • Complaint Agent [snbomcompl.agent]: Allows users to view and work on complaint cases and associated tasks.
    • Complaint Contributor [snbomcompl.contributor]: Enables submission and handling of complaint requests for accounts they manage, requiring combination with Customer Service Management contributor roles.
    • Complaint Agent Connector [snbomcompl.agentconnector]: Supports complaint submission and resolution for managed accounts, requiring combination with CSM industry data model roles.
    • Quality Agent [snbomcompl.qualityagent]: Focuses on overseeing and working on quality control tasks related to complaint cases.
    • Complaint Viewer [snbomcompl.viewer]: Provides read-only access to complaint cases and related data.
    • Complaint Manager [snbomcompl.manager]: Enables access to complaint dashboards and process mining tools for monitoring complaint processes.

    Tables Installed

    The application includes several key tables that form the data structure to support complaint management:

    • Complaint Base [snbomcomplbase]: Base table extended by Complaint Case, itself extending the Customer Service Case table.
    • Complaint Case [snbomcomplservice]: Stores all complaint cases.
    • Complaint Service Task [snbomcompltask]: Stores tasks related to complaint cases.
    • Quality Control Task [snbomcomplqctask]: Stores quality control tasks associated with complaint cases.
    • Regulation Category [snbomcomplregulationcategory] and Regulation Subcategory [snbomcomplregulationsubcategory]: Store regulatory classification data relevant to complaints.

    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.

    Note:
    The Application Files table lists the components that are installed with this application. For instructions on how to access this table, see Find components installed with an application.

    Plugins installed

    Table 1. Plugins installed with the Financial Services Complaint Management application
    Plugin Description
    Customer Service

    [com.sn_customerservice]

    		 Enables the extension of tables from the Customer Service Management application into the Financial Services Operations applications.

    Store applications installed

    Table 2. Store applications installed with the Financial Services Complaint Management application
    Store application Description
    Financial Services Operations Core Stores the customer data that is needed to make complaint service requests. For more information, see Financial Services Operations Core.
    Playbooks for Customer Service Management Provides a way to visualize business process workflows in a simple, task-oriented view, ensuring consistent responses to commonly encountered situations. For more information, see Playbooks for Customer Service Management.

    Roles installed

    Table 3. Roles installed with the Financial Services Complaint Management application
    Role title [name] Description Contains roles
    Complaint admin

    [sn_bom_compl.admin]

    		 Application-specific system administrator role for complaint management that can:
    • Grant complaint management roles
    • Delete complaint service cases and tasks
    • Configure the complaint management application
    • Create and modify complaint service definitions
    • Has read, write, and create access to complaint data
    Note:
    The sn_bom.admin role contains the sn_bom_compl.admin role when the Financial Services Complaint Management application is installed.
    • sn_bom.service_definition_admin
    • sn_bom_compl.agent
    • sn_bom_compl.quality_agent
    Complaint agent

    [sn_bom_compl.agent]
    • View the overall status of complaint service cases
    • Work on complaint service cases and tasks
    • sn_bom_compl.viewer
    • sn_bom.b2b_agent
    • sn_bom.b2c_agent
    Complaint contributor

    [sn_bom_compl.contributor]
    • Submit complaint service requests
    • Work on complaint cases and tasks for accounts managed by them until the Initiate and Review stage
    Important:
    For the contributor role to work, it must be combined with one of the CSM Contributor users roles. For more information, see Roles and Personas.
    • sn_bom_compl.viewer
    • sn_sla_definition_read
    • sn_bom.b2c_contributor
    • sn_customerservice.csm_workspace_user
    • sn_bom.b2b_contributor
    Complaint agent connector

    [sn_bom_compl.agent_connector]
    • Submit complaint service requests
    • Work on complaint cases and tasks to resolve complaints for accounts managed by them.
    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.
    • sn_bom_compl.viewer
    • sn_sla_definition_read
    • sn_bom.viewer
    • sn_bom.agent
    Quality agent

    [sn_bom_compl.quality_agent]
    • View the overall status of quality control tasks for complaint service cases
    • Work on quality control tasks for complaint service cases
    • sn_bom_compl.viewer
    • sn_bom.b2b_agent
    • sn_bom.b2c_agent
    Complaint viewer

    [sn_bom_compl.viewer]

    		 View complaint service cases and related data
    • sn_bom.loan_account_viewer
    • sn_bom.ref_data_viewer
    • sn_bom.account_data_viewer
    • sn_bom.customer_data_viewer
    • sn_bom.credit_card_account_viewer
    • sn_bom.ins_policy_viewer
    • sn_bom.line_of_credit_viewer
    • sn_bom.deposit_account_viewer
    Complaint manager

    [sn_bom_compl.manager]
    • View the Complaint dashboard
    • Use Process Mining for complaint management processes
    • sn_bom_compl.agent
    • pa_viewer

    Tables installed

    Table 4. Tables installed with the Financial Services Complaint Management application
    Table Description
    Complaint Base

    [sn_bom_compl_base]

    		 Complaint Case table extends the Complaint Base table. Complaint Base table extends the Case [sn_customerservice_case] table.
    Complaint Case

    [sn_bom_compl_service]

    		 Stores all complaint cases. This table extends the Complaint Base [sn_bom_compl_base] table.
    Complaint Service Task

    [sn_bom_compl_task]

    		 Stores all complaint tasks. This table extends the Financial Task [sn_bom_task] table.
    Quality Control Task

    [sn_bom_compl_qc_task]

    		 Stores all quality control tasks for complaint cases. This table extends the Financial Task [sn_bom_task] table.
    Regulation Category

    [sn_bom_compl_regulation_category]

    		 Stores all regulation categories.
    Regulation Subcategory

    [sn_bom_compl_regulation_subcategory]

    		 Stores all regulation subcategories associated with regulation categories.