---
title: Using Financial Services Complaint Management
description: Learn how branch workers and agents use the Financial Services Complaint Management application to initiate, research, and resolve the complaints cases.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/financial-services-operations/financial-services-complaint-management/using-complaint-mgmt.html
release: australia
product: Financial Services Complaint Management
classification: financial-services-complaint-management
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 2
breadcrumb: [Complaint Management, Common applications, Financial Services Operations \(FSO\)]
---

# Using Financial Services Complaint Management

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

## Workspace

Branch workers and back-office agents use personalized Workspace to work on all aspects of complaint cases. Workspace enables agents to do the following:

-   Monitor workload and performance
-   Focus on high-priority items
-   Easily navigate across tasks

For more information, see [Workspaces](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/fso-workspace.md).

<table id="table_qy1_452_wrb"><thead><tr><th>

User

</th><th>

Description

</th></tr></thead><tbody><tr><td>

Branch worker \(requester or contributor\)

</td><td>

Submits requests and checks the status of complaint cases.

</td></tr><tr><td>

Complaint agent

</td><td>

Works on complaint cases and complaint tasks.

</td></tr><tr><td>

Quality agent

</td><td>

Works on quality tasks for complaint cases.

</td></tr><tr><td>

Complaint admin

</td><td>

Configures 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).

</td></tr></tbody>
</table>## Automated workflow

A predefined workflow for complaint cases is available with the application.

When 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.

For 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).

## Case playbook

Using 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.

## Dashboard

Performance 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.

For more information, see [Complaint Management dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/fso-complaint-mgmt-dashboard.md).