Financial Services Complaint Management data model

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • The Financial Services Complaint Management data model provides a framework that is used in the complaint management workflow.

    This data model is aligned to the Financial Services Operations Core data model. See Financial Services Operations Core to learn about Financial Services Operations Core data model.

    The following diagram shows the tables and their relationships that comprise the complaints management data model.

    This data model uses a combination of tables to store data:
    • Tables that are included with complaints management application.

      For more information on tables that are installed with Financial Services Complaint Management, see Components installed with Financial Services Complaint Management.

    • Tables that are from the Customer Service Management (CSM) application.
      • Extends the Sold Product [sn_install_base_sold_product] table for financial account and financial transaction tables.
      • Uses these CSM tables to support customers: Consumer [csm_consumer], Account [customer_account], and Contact [customer_contact]

        For more information on these CSM tables that store customer records, see Accounts and contacts and Consumers.

    • ServiceNow AI Platform tables.

      Extends the Product Model [cmdb_model] table to support financial products in Financial Services Operations.

    The data model also includes access control lists (ACLs) and the following user roles to restrict access to different tables:
    • Internal roles for agents, users working in front, middle, and back-office of financial institutions
    • External roles for accounts, contacts, and consumers