Work on a treasury service case

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

    • Work on a treasury case to collect applicant information, ensure that any outstanding tasks are completed, and fulfill the treasury product request.

    Before you begin

    Role required: sn_bom_treasury.agent or sn_bom_treasury.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 requires a treasury product, a treasury contributor, such as a relationship manager, initiates a case and updates its details, triggering the workflow. Throughout the workflow, treasury and document agents complete their assigned tasks and update the status of the case.
    Note:
    Depending on the treasury service request type, a workflow might have additional or fewer tasks.

    Use the case playbook that provides the activities and tasks required to research and fulfill the request.

    Procedure

    1. Navigate to All > Financial Services Operations > Workspace.
    2. Select the lists icon (lists icon).
    3. In the Lists tab, under Treasury Service Cases, open the case list.
      • For your assigned cases, click Assigned to me.
      • For all treasury cases, 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. Select the Playbook tab.
      The case playbook guides agents through the steps that are involved in resolving a case.
    6. Use the activities and tasks under the following playbook stages to fulfill the request and resolve the case:
      • Initiate to collect the customer information and submit application for activating a treasury service.
      • Due diligence to perform due diligence.
        Note:
        This stage is available only for the RDC service workflow.
      • Agreement documents to prepare agreement documents and share with the customer.
      • Fulfillment to activate the requested treasury service, send service activation email to customer, initiate customer training, and close the case.
      Any tasks generated during playbook activities appear in the Tasks tab of the case.

    Result

    • The treasury case automatically updates to show Closed Complete.
    • The customer receives a treasury service activation email.