---
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


---

# Use

# Using Financial Services Loan Operations {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 Minuten Lesedauer

Learn how requesters, contributors, and agents use the Financial Services Loan Operations application to initiate, research, and resolve the loan
service requests and system-generated exceptions.

## Workspace {#using-loan-ops__section_k2k_3v1_wnb}

Requesters, contributors, and back-office agents use personalized workspace to work on all aspects of loan cases. Workspace can help you with the following tasks:

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

{#using-loan-ops__ul_d1w_sb2_wnb} For more information, see [Workspaces](https://servicenow-prod.fluidtopics.net/UanS6LQeesqlGuzc6OtGJQ "The Financial Services Operations (FSO) workspace provides a single location for agents to process cases and tasks. Agents can use it to respond to all task types, view the full context of an issue, and get relevant recommendations to resolve issues.").  
{#using-loan-ops__table_qy3_jmx_tnb__entry__2}

| User | Description |
|-|-|
| Requester | Submits service requests from interaction records and customer records. |
| Loan contributor | Submits service requests, collects inbound documents, and checks the status of cases for accounts managed by them till the Initiate and Review stage. |
| Loan agent | Works on loan cases and loan tasks. |
| Loan agent connector | Submits service requests and works on loan cases and loan tasks to fulfil loan requests for accounts managed by them. |
| Credit agent | Works on credit cases and credit tasks for loan service requests. |
| Document agent | Works on document tasks for loan service requests. |
| Loan admin | Configures the loan workspace as per business requirements. For more information, see [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."). |
[Tabelle : 1. Workspace users for Loan Operations]

{#using-loan-ops__table_qy3_jmx_tnb}

## Workflows {#using-loan-ops__section_mcf_zv1_wnb}

Several predefined workflows for business and personal loans are available with the
application.

When a customer requests a loan service, a loan service case is created and assigned to a loan
agent. After the agent updates the case details, a workflow is triggered. The flow triggers
various tasks from the case and the assignment rules route these tasks to the appropriate
back-office teams such as loan, credit, or document service. A new task is automatically created
when an agent closes the previous task.

For more information, see [Financial Services Loan Operations workflows](https://servicenow-prod.fluidtopics.net/8hHu8bnNrUD196a3HEavmA "The Financial Services Loan Operations application installs automated workflows for loan servicing. These workflows enable routing of cases and tasks to different departments, including the loan, document, and credit agents.").

## Case playbook {#using-loan-ops__section_prd_d2l_1qb}

Using the case playbook, loan contributor and loan agents can visualize and interact with the case workflow. 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. The playbook is available for the following loan workflows:

* Loan Forgiveness for Financial Services Business Loan Operations
* Loan Deferment for Financial Services Personal Loan Operations
{#using-loan-ops__ul_rnf_pm1_srb}

## Dashboards {#using-loan-ops__section_fnd_xw1_wnb}

Performance Analytics give business owners an insight into how the team and business are
performing. Dashboards with customizable views are available for business and personal loan
operations with the application.

For more information, see [Personal Loan Operations dashboard](https://servicenow-prod.fluidtopics.net/q94nCNT6cutNYYF3HjZ0pg "With the Financial Services Personal Loan Operations dashboard, you can get an insight into how your team and business are performing for the personal loan cases. You can monitor the status of loan cases, see trends, and drill down into the details from a single view.") and [Business Loan Operations dashboard](https://servicenow-prod.fluidtopics.net/y9URNVJ~FPrWR0_xt~zOdg "With the Financial Services Business Loan Operations dashboard, you can get an insight into how your team and business are performing for business loan cases. You can monitor the status of loan cases, see trends, and drill down into the details from a single view.").