Components installed with Financial Services Complaint Management

  • Release version: Washingtondc
  • Updated February 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 components essential for managing customer complaints. This includes tables, user roles, and scheduled jobs, along with related plugins and store applications if not already present in your system.

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    Key Features

    • Plugins Installed:
      • Customer Service [com.sncustomerservice]: Extends tables from Customer Service Management into Financial Services Operations.
    • Store Applications Installed:
      • Financial Services Operations Core: Stores necessary customer data for complaint requests.
      • Playbooks for Customer Service Management: Visualizes business process workflows for consistent responses.
    • Roles Installed:
      • Complaint Admin [snbomcompl.admin]: Manages complaint roles and data.
      • Complaint Agent [snbomcompl.agent]: Handles complaint service cases.
      • Complaint Contributor [snbomcompl.contributor]: Submits complaints and works on cases in early stages.
      • Complaint Agent Connector [snbomcompl.agentconnector]: Resolves complaints for managed accounts.
      • Quality Agent [snbomcompl.qualityagent]: Oversees quality control tasks for complaints.
      • Complaint Viewer [snbomcompl.viewer]: Views complaint cases and related data.
      • Complaint Manager [snbomcompl.manager]: Accesses the Complaint dashboard and utilizes process optimization.
    • Tables Installed:
      • Complaint Base [snbomcomplbase]: Base table for complaint cases.
      • Complaint Case [snbomcomplservice]: Stores all complaint cases.
      • Complaint Service Task [snbomcompltask]: Manages tasks related to complaints.
      • Quality Control Task [snbomcomplqctask]: Tracks quality control tasks for complaints.
      • Regulation Category [snbomcomplregulationcategory]: Stores regulation categories.
      • Regulation Subcategory [snbomcomplregulationsubcategory]: Stores subcategories associated with regulations.

    Key Outcomes

    By utilizing these components, ServiceNow customers can effectively manage complaint processes, improve customer service efficiency, and ensure compliance with regulatory standards. The installed roles and tables facilitate streamlined operations and enhance the overall complaint management experience.

    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 110319b85caaf2e37e14ae65d0bf1e3cf4530756.dita.
    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.