---
title: Using Financial Services Payment Operations
description: Learn how branch workers and agents use the Financial Services Payment Operations application to submit and manage payment inquiry requests, claims and debit approvals.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/financial-services-operations/financial-services-payment-operations/using-payment-operations.html
release: australia
product: Financial Services Payment Operations
classification: financial-services-payment-operations
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 2
breadcrumb: [Payment Operations, Banking applications, Financial Services Operations \(FSO\)]
---

# Using Financial Services Payment Operations

Learn how branch workers and agents use the Financial Services Payment Operations application to submit and manage payment inquiry requests, claims and debit approvals.

## Workspace

Contributors and back-office agents use personalized Workspace to work on all aspects of payment 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>

Payment contributor

</td><td>

Creates and tracks payment inquiry and claim cases.

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

Claim agent

</td><td>

Creates and works on claim cases, debit approvals, and claim tasks.

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

Claim agent connector

</td><td>

Creates and works on claim cases, debit approvals, and claim tasks for accounts managed by them.

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

Inquiry agent

</td><td>

Creates and works on payment inquiry cases and inquiry tasks.

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

Inquiry agent connector

</td><td>

Creates and works on payment inquiry cases and inquiry tasks for accounts managed by them.

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

Payment admin

</td><td>

Configures 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).

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

Predefined workflows for payment cases are available with Financial Services Payment Operations applications.

When 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.

For 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).

## Case playbook

Using 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.

## 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.