---
sourceDocument: Xanadu Financial Services Operations
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/financial-services-operations

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Financial Services Operations

ft:clusterId :

    - finso

bundleId :

    - finso

workflow :

    - Customer and Industry


---

# Work on a complaint case

# Work on a complaint case {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Work on a complaint case to provide additional information, ensure that any
outstanding tasks are completed, and resolve the customer complaint.

## Before you begin

Role required: sn_bom_compl.agent or sn_bom_compl.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](https://servicenow-prod.fluidtopics.net/_k8aAtmWw~gvbSaui5WAKQ "Financial Services Operations (FSO) applications install agent connector and contributor roles to manage and monitor user privileges effectively. To provide the right level of access, these roles must be paired with roles in the CSM Industry data model and contributor user roles.").

## About this task

When a customer or branch worker submits a complaint, a complaint service case is
created and assigned to a complaint agent. When the complaint agent starts working
on this case using the case playbook, 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 or agents. These tasks appear in the
Tasks tab and sometimes within the playbook itself.

Use the case playbook that provides the activities and tasks to research and resolve
the complaint. You can also create and assign tasks as needed and use the playbook
to communicate with the customer.

## Procedure

1. Navigate to AllFinancial Services OperationsWorkspace.
2. Click the lists icon (![lists icon.]()).
3. In the Lists tab, under Complaint service cases, open the case list.
   * For your assigned cases, click Assigned to me.
   * For all complaint cases, click All.
   {#work-complaint-service-case__choices_xbp_ycm_gmb}
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 needed to resolve customer complaints.
6. Use the playbook lanes and activities to resolve the complaint.  
   Any tasks generated during playbook activities appear in the Tasks tab of the case.  
   Note:  
   For information on complaint case field descriptions, see [Field descriptions for a complaint case](https://servicenow-prod.fluidtopics.net/pqG1Mirqf09n3W6xezFp5Q "Complaint cases help the complaint agents resolve complaint service requests that they receive from the customers.").

## What to do next

Inform the customer about the case closure.

*[\>]: and then