Using agent connector and contributor roles in Financial Services Operations

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • Financial Services Operations (FSO) applications install agent connector and contributor roles. You must combine these roles with various roles in the CSM Industry data model and Contributor users to adjust and monitor user privileges and provide the perfect level of access for your team.

    The base system roles installed with FSO applications provide these capabilities:
    • Agent connector: Fulfiller who can create, update, and close cases and tasks
    • Contributor: Requester who can create, update (limited until the Initiate stage), and read cases

    For an agent connector role in an FSO application to work, it must be combined with an appropriate role in the CSM industry data model such as relationship agent or location agent. Likewise, for a contributor role in an FSO application to work, it must be combined with one of the CSM contributor user roles.

    Based on your business needs, you can assign CSM industry data model roles or contributor user roles to your users with FSO roles to get the desired level of access for a given user, such as to control access to cases, case tasks, and other case-related information.

    For more information, see Industry data model roles and Contributor user roles.

    The following diagram shows examples how you can combine various FSO roles with the CSM roles and assign them to appropriate FSO user groups.
    Figure 1. Example of FSO roles combined with roles in CSM industry data model and Contributor users
    Infographic shows FSO fulfiller and contributor roles combining with CSM fulfiller and requestor roles into common example roles groups such as loan agent and card contributor.

    Examples of combining roles in Financial Services Loan Operations

    The following are a few examples of how you can assign roles to users in Loan Operations:
    • A loan relationship manager must be assigned one of the following:
      • Loan Contributor [sn_bom_loan_b2b.contributor] and CSM Relationship Contributor [sn_customerservice.relationship_contributor] roles
      • Financial services relationship contributor [sn_bom.relationship_contributor], which contains both theLoan Contributor [sn_bom_loan.contributor] and CSM Relationship Contributor [sn_customerservice.relationship_contributor] roles
    • A branch worker for a business location must be assigned Loan Contributor [sn_bom_loan_b2b.contributor] and CSM Service Organization Contributor [sn_customerservice.service_organization_contributor] roles.
    • A loan relationship agent must be assigned Loan Agent Connector [sn_bom_loan_b2b.agent_connector] and CSM Relationship Agent [sn_customerservice.relationship_agent] roles.
    • A loan location agent for a business location must be assigned Loan Agent Connector [sn_bom_loan_b2b.agent_connector] and CSM Location Agent [sn_customerservice.svc_location_agent] roles.
    Figure 2. Examples of loan operations roles combined with CSM roles
    Infographic displaying the titles of the various Loan operations role employees combined with various CSM agent and contributor roles.