Case Types in FSO
Summarize
Summary of Case Types in FSO
Case types in Financial Services Operations (FSO) are crucial for managing customer service cases relevant to specific issues. They allow organizations to structure and configure various customer service processes effectively. For instance, banks can categorize service requests like loans and credit cards to enhance operational efficiency.
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Key Features
- Case Type Hierarchy: FSO utilizes a hierarchical structure for case types to align with the operational needs of financial institutions (FIs), enhancing data management and workflow.
- Primary and Domain-Specific Case Types: These case types extend the FSO Base Case, integrating standard components tailored for banking and insurance sectors, facilitating better reporting, and aligning with industry standards.
- Granular Case Types: These enable FIs to create custom user experiences by separating services and roles associated with each case type, thereby enhancing accessibility and visibility controls.
Key Outcomes
Implementing case types, even if only one is necessary initially, positions organizations for seamless future expansions into multiple case types as needs evolve. This structure supports regulatory compliance and improves service delivery through well-defined roles and workflows.
Learn about case types, how they’re structured, and how they’re used in Financial Services Operations (FSO).
A case type represents the processes and data needed to resolve a specific type of customer issue. Use case types to create and configure the different types of customer service cases for your organization.
For example, in the banking industry customer service agents can use case types to capture different servicing requests, such as loans, credit cards or managing complaints.
In Loan Operations, there are two primary case types: business-to-consumer (B2C) and business-to-business (B2B). In this implementation, there are separate case types for loans because they are in different domains and there isn’t an existing application to leverage. The B2C cases are also separated from the B2B cases due to the agents that work on the different requests. Banks also need clear separation of these case types for regulatory requirements.
Case type hierarchy
FSO implements hierarchical case types to provide the data model, roles, business rules, and associated workflows that closely align with different domains of financial institutions (FIs). The FSO Base Case case type, which extends CSM Case, provides functionalities like the data model, roles, and business rules that are applicable to a bank or insurance company.
Primary and domain-specific case types
FSO applications are separated into primary case types that extend FSO Base Case. These case types align with business functions and industry standards like those by the Banking Industry Architecture Network (BIAN). Primary case types enable better querying and reporting, and provide subdomain-specific fields, field labels, and so on. Standard components are prebuilt for each domain, which provide logical groupings by core banking and insurance domains, with preconfigured personas, roles, and ACLs. This structure makes it easier for FIs to implement domain-specific rules.
FSO domain-specific case types are further extended to the product/lines of business. Domain-specific case types enable separation of services and different fulfillers (that is, processors) or defined roles that interact with each case type. Granular case types enable FIs to build a tailored user experience with dedicated workspaces. If the business wants to implement access controls, it also provides an easier way to segregate access and visibility to the data.