{"revision":"c10276e953456835cdbb1f3a60d58ae1980be353","document":{"id":15770,"path":"financial-services-operations/financial-services-complaint-management/using-complaint-mgmt.md","title":"Using Financial Services Complaint Management","bundle":null,"doc_type":null,"release":"australia","body":"\n# Using Financial Services Complaint Management\n\nLearn how branch workers and agents use the Financial Services Complaint Management application to initiate, research, and resolve the complaints cases.\n\n## Workspace\n\nBranch workers and back-office agents use personalized Workspace to work on all aspects of complaint cases. Workspace enables agents to do the following:\n\n-   Monitor workload and performance\n-   Focus on high-priority items\n-   Easily navigate across tasks\n\nFor more information, see [Workspaces](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/fso-workspace.md).\n\n<table id=\"table_qy1_452_wrb\"><thead><tr><th>\n\nUser\n\n</th><th>\n\nDescription\n\n</th></tr></thead><tbody><tr><td>\n\nBranch worker \\(requester or contributor\\)\n\n</td><td>\n\nSubmits requests and checks the status of complaint cases.\n\n</td></tr><tr><td>\n\nComplaint agent\n\n</td><td>\n\nWorks on complaint cases and complaint tasks.\n\n</td></tr><tr><td>\n\nQuality agent\n\n</td><td>\n\nWorks on quality tasks for complaint cases.\n\n</td></tr><tr><td>\n\nComplaint admin\n\n</td><td>\n\nConfigures the complaint workspace as per business requirements. For more information, see [Configure CRM Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/configure-csm-workspace-fso-apps.md).\n\n</td></tr></tbody>\n</table>## Automated workflow\n\nA predefined workflow for complaint cases is available with the application.\n\nWhen a customer submits a complaint, a complaint service case is created and assigned to a complaint agent. After the agent updates the case details using the case playbook, a workflow is triggered. The flow triggers various tasks from the case and the assignment rules route these tasks to the appropriate back-office agents such as complaint and quality.\n\nFor more information, see [Financial Services Complaint Management workflow example](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/financial-services-complaint-management/fso-complaints-mgmt-workflow.md).\n\n## Case playbook\n\nUsing the case playbook, complaint agents review and work on their cases and tasks. The playbook provides end-to-end life cycle for the tasks performed during the complaint handling process, from the time a complaint is logged to the final resolution and communication to the customer.\n\n## Dashboard\n\nPerformance Analytics give business owners an insight into how the team and business is performing. A dashboard with pre-configured reports and customizable views is available with the application.\n\nFor more information, see [Complaint Management dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/fso-complaint-mgmt-dashboard.md).\n\n"}}