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Loan Operations › Banking applications › Financial Services Operations \(FSO\)
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Configure Financial Services Loan Operations

Review the components that are installed with the Financial Services Loan Operations application and modify as needed for your organization's business needs.

Before you begin

Make sure that the Financial Services Loan Operations application is installed. For more information, see Install Financial Services Business Loan Operations and Install Financial Services Personal Loan Operations.

Role required: sn_bom_loan_b2b.admin, sn_bom_loan.b2c_admin, and admin

Procedure

  1. 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.

  2. Review the installed components and modify them or add new ones as applicable.

    TaskDescription
    Configure service definitionsConfigure service definitions to enable unique flows and views for loan service cases and tasks.
    Configure record producersCreate or modify record producers to define request forms.
    Edit or create new flowsEdit or create new flows using Workflow Studio.
    Modify interceptors and workspace record type selectorsModify interceptors and workspace record type selectors to configure loan request types.
    Configure playbookEdit or create a new playbook using Playbooks.
    Configure workspaceConfigure CSM Configurable Workspace to enable agents to interact with customers and create and work on cases.
    Configure Service Level Agreements (SLAs)Configure the installed SLAs to configure SLA timings for loan service cases and tasks.
    Configure user groupsConfigure user groups for assignment of cases and tasks. You can also assign roles to groups and users.
    Configure assignment rulesConfigure assignment rules to identify cases that meet certain conditions and then route those cases to agents.
    Configure Document ProcessorConfigure Document Processor for document categories, document types, inbound and outbound document rules, and approval rules for document deferments and exceptions.