Components installed with Financial Services Complaint Management

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Components installed with Financial Services Complaint Management

    The Financial Services Complaint Management application installs various essential components to support complaint handling within ServiceNow. These components include tables, user roles, scheduled jobs, related plugins, and store applications—all designed to facilitate comprehensive complaint management in financial services environments.

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    Plugins Installed

    The application installs the Customer Service plugin (com.sncustomerservice), which enables extending Customer Service Management tables into Financial Services Operations applications. This integration is critical for leveraging existing customer service data and workflows within complaint management processes.

    Store Applications Installed

    • Financial Services Operations Core: Stores customer data needed to create and manage complaint service requests.
    • Playbooks for Customer Service Management: Provides task-oriented, visual business process workflows that help ensure consistent handling of common complaint scenarios.

    Roles Installed

    The application installs multiple roles tailored to complaint management tasks, each with specific permissions to support different user responsibilities:

    • Complaint admin (snbomcompl.admin): Application-specific administrator role with full rights to configure complaint management, manage roles, delete complaint cases and tasks, and create complaint service definitions.
    • Complaint agent (snbomcompl.agent): Allows users to view and work on complaint service cases and tasks.
    • Complaint contributor (snbomcompl.contributor): Enables submission of complaint service requests and work on complaint cases for accounts they manage, requiring combination with a CSM Contributor role.
    • Complaint agent connector (snbomcompl.agentconnector): Similar to agent role but requires combination with a CSM industry data model role; supports complaint resolution for managed accounts.
    • Quality agent (snbomcompl.qualityagent): Focuses on viewing and working on quality control tasks related to complaint cases.
    • Complaint viewer (snbomcompl.viewer): Provides read-only access to complaint cases and related data.
    • Complaint manager (snbomcompl.manager): Grants access to complaint dashboards and process mining tools for complaint management.

    Tables Installed

    The application installs a set of tables to store and manage complaint data, structured to support case management and quality control workflows:

    • Complaint Base [snbomcomplbase]: The foundational complaint table extending the Case table from Customer Service Management.
    • Complaint Case [snbomcomplservice]: Stores all individual complaint cases, extending the Complaint Base table.
    • Complaint Service Task [snbomcompltask]: Contains all tasks related to complaint cases, extending the Financial Task table.
    • Quality Control Task [snbomcomplqctask]: Stores quality control tasks for complaint cases, also extending the Financial Task table.
    • Regulation Category [snbomcomplregulationcategory]: Holds categories of regulations relevant to complaints.
    • Regulation Subcategory [snbomcomplregulationsubcategory]: Stores subcategories associated with regulation categories.

    Several types of components are installed with installation of the Financial Services Complaint Management application, including tables, user roles, and scheduled jobs. The application also installs related plugins and store applications if they are not already installed.

    Note:
    The Application Files table lists the components that are installed with this application. For instructions on how to access this table, see Find components installed with an application.

    Plugins installed

    Table 1. Plugins installed with the Financial Services Complaint Management application
    Plugin Description
    Customer Service

    [com.sn_customerservice]

    		 Enables the extension of tables from the Customer Service Management application into the Financial Services Operations applications.

    Store applications installed

    Table 2. Store applications installed with the Financial Services Complaint Management application
    Store application Description
    Financial Services Operations Core Stores the customer data that is needed to make complaint service requests. For more information, see .
    Playbooks for Customer Service Management Provides a way to visualize business process workflows in a simple, task-oriented view, ensuring consistent responses to commonly encountered situations. For more information, see Playbooks for Customer Service Management.

    Roles installed

    Table 3. Roles installed with the Financial Services Complaint Management application
    Role title [name] Description Contains roles
    Complaint admin

    [sn_bom_compl.admin]

    		 Application-specific system administrator role for complaint management that can:
    • Grant complaint management roles
    • Delete complaint service cases and tasks
    • Configure the complaint management application
    • Create and modify complaint service definitions
    • Has read, write, and create access to complaint data
    Note:
    The sn_bom.admin role contains the sn_bom_compl.admin role when the Financial Services Complaint Management application is installed.
    • sn_bom.service_definition_admin
    • sn_bom_compl.agent
    • sn_bom_compl.quality_agent
    Complaint agent

    [sn_bom_compl.agent]
    • View the overall status of complaint service cases
    • Work on complaint service cases and tasks
    • sn_bom_compl.viewer
    • sn_bom.b2b_agent
    • sn_bom.b2c_agent
    Complaint contributor

    [sn_bom_compl.contributor]
    • Submit complaint service requests
    • Work on complaint cases and tasks for accounts managed by them until the Initiate and Review stage
    Important:
    For the contributor role to work, it must be combined with one of the CSM Contributor users roles. For more information, see Roles and Personas.
    • sn_bom_compl.viewer
    • sn_sla_definition_read
    • sn_bom.b2c_contributor
    • sn_customerservice.csm_workspace_user
    • sn_bom.b2b_contributor
    Complaint agent connector

    [sn_bom_compl.agent_connector]
    • Submit complaint service requests
    • Work on complaint cases and tasks to resolve complaints for accounts managed by them.
    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.
    • sn_bom_compl.viewer
    • sn_sla_definition_read
    • sn_bom.viewer
    • sn_bom.agent
    Quality agent

    [sn_bom_compl.quality_agent]
    • View the overall status of quality control tasks for complaint service cases
    • Work on quality control tasks for complaint service cases
    • sn_bom_compl.viewer
    • sn_bom.b2b_agent
    • sn_bom.b2c_agent
    Complaint viewer

    [sn_bom_compl.viewer]

    		 View complaint service cases and related data
    • sn_bom.loan_account_viewer
    • sn_bom.ref_data_viewer
    • sn_bom.account_data_viewer
    • sn_bom.customer_data_viewer
    • sn_bom.credit_card_account_viewer
    • sn_bom.ins_policy_viewer
    • sn_bom.line_of_credit_viewer
    • sn_bom.deposit_account_viewer
    Complaint manager

    [sn_bom_compl.manager]
    • View the Complaint dashboard
    • Use Process Mining for complaint management processes
    • sn_bom_compl.agent
    • pa_viewer

    Tables installed

    Table 4. Tables installed with the Financial Services Complaint Management application
    Table Description
    Complaint Base

    [sn_bom_compl_base]

    		 Complaint Case table extends the Complaint Base table. Complaint Base table extends the Case [sn_customerservice_case] table.
    Complaint Case

    [sn_bom_compl_service]

    		 Stores all complaint cases. This table extends the Complaint Base [sn_bom_compl_base] table.
    Complaint Service Task

    [sn_bom_compl_task]

    		 Stores all complaint tasks. This table extends the Financial Task [sn_bom_task] table.
    Quality Control Task

    [sn_bom_compl_qc_task]

    		 Stores all quality control tasks for complaint cases. This table extends the Financial Task [sn_bom_task] table.
    Regulation Category

    [sn_bom_compl_regulation_category]

    		 Stores all regulation categories.
    Regulation Subcategory

    [sn_bom_compl_regulation_subcategory]

    		 Stores all regulation subcategories associated with regulation categories.