Case Types in FSO

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Case Types in FSO

    Case types in Financial Services Operations (FSO) represent the specific processes and data required to resolve distinct customer issues. They enable organizations to create and configure various customer service cases tailored to different servicing requests, such as loans, credit cards, or complaints. Case types are essential for structuring customer service workflows effectively, especially in financial institutions like banks and insurance companies.

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    FSO strongly recommends using case types even if only a single case type is needed initially. Starting with one case type facilitates easier adoption of additional case types from FSO or custom applications in the future.

    Case Type Hierarchy and Structure

    FSO uses a hierarchical approach to case types, aligning the data model, roles, business rules, and workflows to financial institution domains. The foundational case type, FSO Base Case, extends the Customer Service Management (CSM) Case and includes common functionalities applicable to banks and insurers.

    Primary and Domain-Specific Case Types

    • Primary Case Types: These extend the FSO Base Case and align with core business functions and industry standards like the Banking Industry Architecture Network (BIAN). They enhance querying, reporting, and provide domain-specific fields and labels.
    • Domain-Specific Case Types: These further extend primary case types and are tailored to specific products or lines of business. They allow separation of services, processors, and defined roles associated with each case type.

    This layered structure supports financial institutions in implementing domain-specific rules, configuring prebuilt components, and managing access controls. Granular case types facilitate tailored user experiences through dedicated workspaces and help segregate data access and visibility, supporting regulatory compliance and operational efficiency.

    Practical Benefits for ServiceNow Customers

    • Enables clear organization of customer service cases by product, business domain, and servicing needs.
    • Supports compliance requirements by segregating case types based on regulatory domains (e.g., B2C vs B2B loans).
    • Improves reporting and querying capabilities by using structured, domain-aligned case types.
    • Facilitates role-based access control and tailored user interfaces for different agents and processors.
    • Provides a scalable foundation for expanding case management capabilities within financial services operations.

    Learn about case types, how they’re structured, and how they’re used in Financial Services Operations (FSO).

    A case type represents the processes and data needed to resolve a specific type of customer issue. Use case types to create and configure the different types of customer service cases for your organization.

    For example, in the banking industry customer service agents can use case types to capture different servicing requests, such as loans, credit cards or managing complaints.

    In Loan Operations, there are two primary case types: business-to-consumer (B2C) and business-to-business (B2B). In this implementation, there are separate case types for loans because they are in different domains and there isn’t an existing application to leverage. The B2C cases are also separated from the B2B cases due to the agents that work on the different requests. Banks also need clear separation of these case types for regulatory requirements.

    Note:
    FSO implementations should use case types even when not using a base system application. Even if there’s no need for multiple case types, you should still start with one case type. This type of implementation enables easy adoption of future case types from either FSO applications or custom applications.

    Case type hierarchy

    FSO implements hierarchical case types to provide the data model, roles, business rules, and associated workflows that closely align with different domains of financial institutions (FIs). The FSO Base Case case type, which extends CSM Case, provides functionalities like the data model, roles, and business rules that are applicable to a bank or insurance company.

    Primary and domain-specific case types

    FSO applications are separated into primary case types that extend FSO Base Case. These case types align with business functions and industry standards like those by the Banking Industry Architecture Network (BIAN). Primary case types enable better querying and reporting, and provide subdomain-specific fields, field labels, and so on.  Standard components are prebuilt for each domain, which provide logical groupings by core banking and insurance domains, with preconfigured personas, roles, and ACLs. This structure makes it easier for FIs to implement domain-specific rules.

    FSO domain-specific case types are further extended to the product/lines of business. Domain-specific case types enable separation of services and different fulfillers (that is, processors) or defined roles that interact with each case type. Granular case types enable FIs to build a tailored user experience with dedicated workspaces. If the business wants to implement access controls, it also provides an easier way to segregate access and visibility to the data.