Financial Services Complaint Management

Financial Services Complaint Management contains a preconfigured dashboard with actionable data visualizations that can help your organization improve your business processes and quantify the value of self-service.

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

Configure regulation categories and subcategories to be used in the complaint service cases that have regulatory impact.

Create or modify a response template to define a reusable message that can be copied to complaint case or task forms to provide quick and consistent messages to customers.

You can use ServiceNow Financial Services Complaint Management to manage a streamlined resolution of complaints within the complaint servicing team, or to route to business units (BUs) for decisioning and response.

Complaint cases help the complaint agents resolve complaint service requests that they receive from the customers.

The ServiceNow Financial Services Complaint Management application is a solution in Financial Services Operations that enables financial organizations to quickly and efficiently resolve customer complaints. This solution automates processes that facilitate cross-departmental collaboration and enable everyone to monitor and track complaint status, from initiation to resolution.

Learn about the components, such as the roles, tables, plugins, and store applications, that are installed when you install the Financial Services Complaint Management application.

The Financial Services Complaint Management data model provides a framework that is used in the complaint management workflow.

The Financial Services Complaint Management application installs an automated workflow for complaint servicing. This workflow enables intake of complaints and routing of cases and tasks to different departments, including the complaint, quality control, and business unit specific agents. The workflow applies to both business and personal complaint service requests.

You can install the Financial Services Complaint Management application (sn_bom_compl) if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.

Several types of components are installed with installation of the Financial Services Complaint Management application, including tables, user roles, and scheduled jobs. The application also installs related plugins and store applications if they are not already installed.

Learn how branch workers and agents use the Financial Services Complaint Management application to initiate, research, and resolve the complaints cases.

Work on a complaint case to provide additional information, ensure that any outstanding tasks are completed, and resolve the customer complaint.

Work on a complaint task to perform a legal review or to provide business unit inputs for the associated complaint service case.

Work on a quality control task to review the complaint details and complaint agent's response for the case. You can approve or reject the task based on your review.