---
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 Payment Operations {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 Minute Lesedauer

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 {#using-payment-operations__section_k2k_3v1_wnb}

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

{#using-payment-operations__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-payment-operations__table_qy1_452_wrb__entry__2}

| User | Description |
|-|-|
| Payment contributor | Creates and tracks payment inquiry and claim cases. |
| Claim agent | Creates and works on claim cases, debit approvals, and claim tasks. |
| Claim agent connector | Creates and works on claim cases, debit approvals, and claim tasks for accounts managed by them. |
| Inquiry agent | Creates and works on payment inquiry cases and inquiry tasks. |
| Inquiry agent connector | Creates and works on payment inquiry cases and inquiry tasks for accounts managed by them. |
| Payment admin | Configures the payment 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 Payment Operations]

{#using-payment-operations__table_qy1_452_wrb}

## Automated workflows {#using-payment-operations__section_mcf_zv1_wnb}

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://servicenow-prod.fluidtopics.net/p_EXaiheOHj1VvAHjEQULw "The workflows available with Financial Services Payment Operations connect people, departments, and institutions to quickly initiate, research, and resolve the payment errors and missing payments.").

## Case playbook {#using-payment-operations__section_prd_d2l_1qb}

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 {#using-payment-operations__section_fnd_xw1_wnb}

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.