{"revision":"c10276e953456835cdbb1f3a60d58ae1980be353","document":{"id":15887,"path":"financial-services-operations/financial-services-payment-operations/using-payment-operations.md","title":"Using Financial Services Payment Operations","bundle":null,"doc_type":null,"release":"australia","body":"\n# Using Financial Services Payment Operations\n\nLearn how branch workers and agents use the Financial Services Payment Operations application to submit and manage payment inquiry requests, claims and debit approvals.\n\n## Workspace\n\nContributors and back-office agents use personalized Workspace to work on all aspects of payment 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\nPayment contributor\n\n</td><td>\n\nCreates and tracks payment inquiry and claim cases.\n\n</td></tr><tr><td>\n\nClaim agent\n\n</td><td>\n\nCreates and works on claim cases, debit approvals, and claim tasks.\n\n</td></tr><tr><td>\n\nClaim agent connector\n\n</td><td>\n\nCreates and works on claim cases, debit approvals, and claim tasks for accounts managed by them.\n\n</td></tr><tr><td>\n\nInquiry agent\n\n</td><td>\n\nCreates and works on payment inquiry cases and inquiry tasks.\n\n</td></tr><tr><td>\n\nInquiry agent connector\n\n</td><td>\n\nCreates and works on payment inquiry cases and inquiry tasks for accounts managed by them.\n\n</td></tr><tr><td>\n\nPayment admin\n\n</td><td>\n\nConfigures the payment 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 workflows\n\nPredefined workflows for payment cases are available with Financial Services Payment Operations applications.\n\nWhen a customer requests a payment service, a payment contributor initiates a case and updates its details, triggering the workflow. The flow triggers various tasks from the case and the assignment rules route these tasks to the appropriate back-office agents such as claim agent and inquiry agents. The agents work on these tasks to fulfill the payment inquiry and claim requests.\n\nFor more information, see [Financial Services Payment Operations workflow example](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/financial-services-payment-operations/payment-ops-workflow-example.md).\n\n## Case playbook\n\nUsing the case playbook, payment contributor and agents review and work on their cases and tasks. 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.\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\n"}}