{"revision":"c10276e953456835cdbb1f3a60d58ae1980be353","document":{"id":15850,"path":"financial-services-operations/financial-services-loan-operations/using-loan-ops.md","title":"Using Financial Services Loan Operations","bundle":null,"doc_type":null,"release":"australia","body":"\n# Using Financial Services Loan Operations\n\nLearn how requesters, contributors, and agents use the Financial Services Loan Operations application to initiate, research, and resolve the loan service requests and system-generated exceptions.\n\n## Workspace\n\nRequesters, contributors, and back-office agents use personalized workspace to work on all aspects of loan cases. Workspace can help you with the following tasks:\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_qy3_jmx_tnb\"><thead><tr><th>\n\nUser\n\n</th><th>\n\nDescription\n\n</th></tr></thead><tbody><tr><td>\n\nRequester\n\n</td><td>\n\nSubmits service requests from interaction records and customer records.\n\n</td></tr><tr><td>\n\nLoan contributor\n\n</td><td>\n\nSubmits service requests, collects inbound documents, and checks the status of cases for accounts managed by them till the Initiate and Review stage.\n\n</td></tr><tr><td>\n\nLoan agent\n\n</td><td>\n\nWorks on loan cases and loan tasks.\n\n</td></tr><tr><td>\n\nLoan agent connector\n\n</td><td>\n\nSubmits service requests and works on loan cases and loan tasks to fulfil loan requests for accounts managed by them.\n\n</td></tr><tr><td>\n\nCredit agent\n\n</td><td>\n\nWorks on credit cases and credit tasks for loan service requests.\n\n</td></tr><tr><td>\n\nDocument agent\n\n</td><td>\n\nWorks on document tasks for loan service requests.\n\n</td></tr><tr><td>\n\nLoan admin\n\n</td><td>\n\nConfigures the loan 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>## Workflows\n\nSeveral predefined workflows for business and personal loans are available with the application.\n\nWhen a customer requests a loan service, a loan service case is created and assigned to a loan agent. After the agent updates the case details, a workflow is triggered. The flow triggers various tasks from the case and the assignment rules route these tasks to the appropriate back-office teams such as loan, credit, or document service. A new task is automatically created when an agent closes the previous task.\n\nFor more information, see [Financial Services Loan Operations workflows](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/financial-services-loan-operations/loan-operations-workflows.md).\n\n## Case playbook\n\nUsing the case playbook, loan contributor and loan agents can visualize and interact with the case workflow. The playbook provides end-to-end life cycle for the tasks performed during the case handling process, from the time a case is logged to the final resolution and communication to the customer. The playbook is available for the following loan workflows:\n\n-   Loan Forgiveness for Financial Services Business Loan Operations\n-   Loan Deferment for Financial Services Personal Loan Operations\n\n## Dashboards\n\nPerformance Analytics give business owners an insight into how the team and business are performing. Dashboards with customizable views are available for business and personal loan operations with the application.\n\nFor more information, see [Personal Loan Operations dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/personal-loan-operations-dashboard.md) and [Business Loan Operations dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/business-loan-operations-dashboard.md).\n\n"}}