Work on a loan service case

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

    • Review a loan case on a loan service request and update its details to trigger its workflow.

    Before you begin

    Role required:
    • For a business loan service case: sn_bom_loan_b2b.agent or sn_bom_loan_b2b.agent_connector
    • For a personal loan service case: sn_bom_loan.b2c_agent or sn_bom_loan.agent_connector
    Important:
    For the agent connector role to work, it must be combined with one of the CSM industry data model roles. For more information, see Roles and Personas.

    About this task

    When a customer requests a loan service, a loan service case is created and assigned to a loan agent. After the loan agent updates the case details, the corresponding 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 created when an agent closes the previous task. All tasks that are associated with the case appear in its Tasks tab.

    Note:
    For the following loan workflows, agents can also use the case playbook that guides them through the steps that are needed to resolve the case.
    • Loan Forgiveness workflow for business loan operations
    • Loan Deferment workflow for personal loan operations

    Procedure

    1. Navigate to All > Financial Services Operations > Workspace.
    2. Select the lists icon (lists icon).
    3. In the Lists tab, under Loan Service Cases, open the case list.
      • For your assigned tasks, click Assigned to me.
      • For all document tasks, click All.
    4. In the list, select the case to work on.
      To work on a case that is not assigned to you yet, assign it to yourself by clicking Assign to me.
    5. Review the case and add additional details, such as information that is related to the fee.
    6. Click Update and Continue.

    Result

    • The case workflow triggers the next tasks for agents and the case moves to the next stage.
    • The document processor service determines the documents that must be verified for the case. The workflow automatically generates an inbound document verification task in the Tasks tab. The document task is created in the New state and assigned to an assignment group or a document agent in the document service team based on the assignment rule.