--- sourceDocument: Australia Financial Services Operations sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/financial-services-operations Release : - australia ft:locale : - de-DE ft:publication_title : - Australia Financial Services Operations ft:clusterId : - finso bundleId : - finso workflow : - Customer and Industry --- # Configure # Configure Financial Services Complaint Management {#ariaid-title1} * Freigeben Version: Australia * * Aktualisiert 12. März 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 Minute Lesedauer Review the components that are installed with the Financial Services Complaint Management application and modify as needed for your organization's business needs. ## Vorbereitungen Make sure that the Financial Services Complaint Management application is installed. For more information, see [Install Financial Services Complaint Management](https://servicenow-prod.fluidtopics.net/06_j0fRIwLPqSlWvXrOSIw "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."). Role required: sn_bom_compl.admin and admin ## Prozedur 1. Import your financial accounts, financial products, financial institutions, and transactions data into ServiceNow tables. For more information, see [Import your financial data using import sets](https://servicenow-prod.fluidtopics.net/IbqXONuHC~sO7HS1Ca9I4Q "Import your financial accounts, financial products, financial institutions, and financial transactions into ServiceNow Financial Services Operations Core tables. You need this foundation data to make the Financial Services Operations applications work."). 2. Review the installed components and modify them or add new ones as applicable. | Task | Description | | Configure service definitions | [Configure service definitions](https://servicenow-prod.fluidtopics.net/PCTYq2ULxiC7dVwQF8LioQ "Configure service definitions for the services in Financial Services Operations applications. You can review and modify the predefined service definitions installed with the application or add new ones.") to enable unique flows and views for complaint service cases and tasks. | | Configure record producers | [Create or modify record producers](https://servicenow-prod.fluidtopics.net/VfpZGnw0C23omj7zAZO1fQ "Review the record producers that are installed with Financial Services Operations applications. You can modify the predefined record producers or add new ones to define how the request forms appear in the Banking Service catalog or Consumer Service portal, or both.") to define request forms. | | Modify interceptors and workspace record type selectors | [Modify interceptors and workspace record type selectors](https://servicenow-prod.fluidtopics.net/ruVUios6Yi7GwyYDjRFcSQ "You can review the available request types and configure the ones that you need so that your agents can create cases for these request types from both the Platform and Workspace UI.") to configure complaint request types. | | Edit or create flows | [Edit or create flows](https://servicenow-prod.fluidtopics.net/pdGlFFP2GGdDfIoDV32MUQ "Review the flows that are available with Financial Services Operations applications to see if these flows meet your business needs. You might need to customize these flows or design new ones as needed.") using Workflow Studio. | | Configure playbook | [Edit or create a new playbook](https://servicenow-prod.fluidtopics.net/8xVrXKYsctl_zZURCb3CCQ "Review the playbooks that are available with Financial Services Operations applications to check they align to your business processes. You may need to customize them or design new ones as needed. You can still use the playbook activity definitions.​") using Playbooks. | | Configure workspace | [Configure CSM Configurable Workspace](https://servicenow-prod.fluidtopics.net/a3uj7rUiLkLPpWLfs1d9gg "Review the CSM Configurable Workspace available with Financial Services Operations applications to see if it meets your business needs. You can customize its components, if needed.") to enable agents to interact with customers and create and work on cases. | | Define response templates | [Define response templates](https://servicenow-prod.fluidtopics.net/b0bHPEN_ZyXbSPUdhCozQQ "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.") for complaint service case for a quick and consistent messaging to customers. | | Configure regulation categories and subcategories | [Configure regulation categories and subcategories](https://servicenow-prod.fluidtopics.net/sNNJqFoknwkbXNG_V0bCOA "Configure regulation categories and subcategories to be used in the complaint service cases that have regulatory impact.") to be used in complaint cases that have regulatory impact. | | Configure Service Level Agreements (SLAs) | [Configure the installed SLAs](https://servicenow-prod.fluidtopics.net/IeLSHRKIVqIqV0FeV7MB2A "Review the service level agreement (SLA) definitions that are installed with Financial Services Operations applications. You can update existing SLAs or add new SLAs to configure start, pause, and stop conditions on any case attributes.") to configure SLA timings for complaint service cases and tasks. | | Configure user groups | [Configure user groups](https://servicenow-prod.fluidtopics.net/_ojdN4fLpgT1PogHwc8zpA "Configure user groups for Financial Services Operations applications for assignment of cases and tasks. You can assign roles to groups to provide access to all group members or assign roles to individual users.") for assignment of cases and tasks. You can also assign roles to groups and users. | | Configure assignment rules | [Configure assignment rules](https://servicenow-prod.fluidtopics.net/ulq0V2TMH3bhSBMv8c9kvg "Configure rules to automatically assign cases to specific agents or groups based on the rule conditions. You can either modify predefined assignment rules or create new ones.") to identify cases that meet certain conditions and then route those cases to agents. | |-|-| {#configure-fso-complaints-mgmt__choicetable_ajc_kk5_z4b}