Configure Financial Services Complaint Management
Review the components that are installed with the Financial Services Complaint Management application and modify as needed for your organization's business needs.
Before you begin
Make sure that the Financial Services Complaint Management application is installed. For more information, see Install Financial Services Complaint Management.
Role required: sn_bom_compl.admin and admin
Procedure
Import your financial accounts, financial products, financial institutions, and transactions data into ServiceNow tables.
For more information, see Import your financial data using import sets.
Review the installed components and modify them or add new ones as applicable.
Task Description Configure service definitions Configure service definitions to enable unique flows and views for complaint service cases and tasks. Configure record producers Create or modify record producers to define request forms. Modify interceptors and workspace record type selectors Modify interceptors and workspace record type selectors to configure complaint request types. Edit or create flows Edit or create flows using Workflow Studio. Configure playbook Edit or create a new playbook using Playbooks. Configure workspace Configure CSM Configurable Workspace to enable agents to interact with customers and create and work on cases. Define response templates Define response templates for complaint service case for a quick and consistent messaging to customers. Configure regulation categories and subcategories Configure regulation categories and subcategories to be used in complaint cases that have regulatory impact. Configure Service Level Agreements (SLAs) Configure the installed SLAs to configure SLA timings for complaint service cases and tasks. Configure user groups Configure user groups for assignment of cases and tasks. You can also assign roles to groups and users. Configure assignment rules Configure assignment rules to identify cases that meet certain conditions and then route those cases to agents.