Financial Services Operations (FSO) -- The ServiceNow Financial Services Operations (FSO) solution helps financial services institutions to reduce costs through automation, improve customer satisfaction, and embed risk and compliance controls across workflows.
Explore -- Use the ServiceNow Financial Services Operations (FSO) application to help create a seamless experience for your customers, agents, and managers while resolving issues and initiating and fulfilling requests.
Workspaces -- The Financial Services Operations (FSO) workspace provides a single location for agents to process cases and tasks. Agents can use it to respond to all task types, view the full context of an issue, and get relevant recommendations to resolve issues.
User management -- Configure the internal and external users for Customer Service Management to provide the right access to features, capabilities, and case data. Create relationships that facilitate case management and fulfill support roles for specific accounts.
User roles and FSO Business rules -- This section defines the various roles within Financial Services Operations Core and explains the business rules that guide the system’s actions.
Roles and PersonasFSO roles and personas -- 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.
Data Models -- Create structured and flexible data models to represent the need across various industries.
Financial Services Operations Core -- The Financial Services Operations (FSO) Core application provides a framework to enable financial institutions to organize and manage their data effectively to meet their business needs. This section introduces FSO Core and explains its purpose and key data design components.
Understanding FSO Core relationships -- This section describes the key tables in FSO Core and their relationships. Understanding these relationships helps you manage data effectively and enhances system functionality.
Banking tables -- This section describes the banking tables in FSO Core and shows how they store and manage banking information.
Insurance tables -- This section explains the insurance tables in FSO Core and how they handle insurance data.
Card Disputes -- This section outlines the card disputes data model and the tables installed with the disputes application.
Dispute decision tables -- Decision tables in Dispute Management provide decision logic for card dispute processing.
Payment Card -- The Payment card application stores details of payment cards, which can be used across the entire card life-cycle, from issuance to servicing.
Tables -- This section describes the tables in the Payment card application and shows how they store and manage physical payment card information.
Roles -- This section outlines the core roles involved in managing payment cards in the Payment card application.
Insurance Claims Core -- The Insurance Claims Core application includes a framework that provides generic claims data model components and approval engine that your organization can use to create flexible data structures that meet your business needs.
Tables -- This section explains the insurance tables in Insurance Claims Core and how they handle insurance data.
Roles and properties -- This section outlines the core roles involved in managing insurance claims and highlights their system properties.
Approval Engine for Reserves and Payments -- Insurance claims core includes a claim reserve and payment approval rules engine. It can be found in the decision table Claim reserve and payment approval rules.
Remote Tables -- Integrate your core systems using the ServiceNow Financial Services Remote Tables. This feature streamlines development by eliminating the need to recreate the ServiceNow data model for integrations.
Components installed -- Several types of components are installed with the installation of the Financial Services Remote Tables application, including tables and user roles.
Customer Central for FSO -- Customer Central provides agents or contributors with all the information about the customer in one central place. It enables them to focus on the customer issue and provide efficient and supportive services to their customers.
Access Customer Central -- Access Customer Central to get a quick overview of key customer information. This information helps you learn more about a customer who contacts support.
Configure -- Set up your Financial Services Operations application by importing financial services data and reviewing and configuring the components installed with the application. You can configure record producers, Workflow Studio flows, assignment groups and rules, workspace, playbooks, and service level agreement definitions for Financial Services Operations applications. These settings enable creating and managing requests and tasks for banking operations.
Financial data -- Import your financial accounts, financial products, financial institutions, and financial transactions into ServiceNow Financial Services Operations Core tables. You need this foundation data to make the Financial Services Operations applications work.
Branch operations -- You can enable a set of branch operations features so that managers can gain views into operational performance and cases across the branches they manage.
Service definitions -- Configure service definitions for the services in Financial Services Operations applications. You can review and modify the predefined service definitions that the application installs or add new ones.
Record producers -- Review the record producers that are installed with Financial Services Operations applications. You can modify the predefined record producers or add new ones to define how the request forms appear in the Banking Service catalog or Consumer Service portal, or both.
Record producers available in FSO -- A record producer enables your users to submit banking requests from the Banking Service catalog and Consumer Service portal and stores the requested information as a record in the associated table.
Request types -- You can review the available request types and configure the ones that you need so that your agents can create cases for these request types from both the Platform and Workspace UI.
Modify a request type for the Platform UI -- Review and modify the case interceptors that are available with Financial Services Operations applications as needed. These interceptors enable your agents to create cases for various request types from the Platform UI.
Flows -- Review the flows that are available with Financial Services Operations applications to see if these flows meet your business needs. You might need to customize these flows or design new ones as needed.
Designer flows available in FSO -- Several flows are installed with Financial Services Operations applications that you can use to automate requests.
Playbooks -- Review the playbooks that are available with Financial Services Operations applications to check they align to your business processes. You may need to customize them or design new ones as needed. You can still use the playbook activity definitions.
Playbooks available in FSO -- Several playbooks are installed with Financial Services Operations applications that you can use to run your digitized business process.
CSM Configurable Workspace -- Review the CSM Configurable Workspace available with Financial Services Operations applications to see if it meets your business needs. You can customize its components, if needed.
Assignment rules -- Configure rules to automatically assign cases to specific agents or groups based on the rule conditions. You can either modify predefined assignment rules or create new ones.
SLA definitions -- Review the service level agreement (SLA) definitions that are installed with Financial Services Operations applications. You can update existing SLAs or add new SLAs to configure start, pause, and stop conditions on any case attributes.
Groups -- Configure user groups for Financial Services Operations applications for assignment of cases and tasks. You can assign roles to groups to provide access to all group members or assign roles to individual users.
Integrate -- Financial Services Operations (FSO) integrations provide seamless client experiences with automated verification and acceptance.
Spokes -- By integrating spokes with the Financial Services Operations (FSO) applications, flow designers can provide the actions within Workflow Studio for specific applications.
Socure -- The ServiceNow Financial Services Operations integration with Socure enables you to onboard more accounts, reduce risk, and lower client acquisition costs.
Explore -- Financial Services integration with Socure enables you to embed the Socure APIs in workflows and streamline your risk analysis processes.
Set up -- Integrate your Socure account with your ServiceNow instance so that you can perform the required activities for onboarding new customers. Also reuse this short description in the release notes.
Activate FSO Integration with Socure -- Activate the Financial Services Operations Integration with Socure (com.sn_fso_intg_socure) application so that you can embed the Socure APIs in workflows that are developed with Financial Services Operations.
Activate the Socure spoke from Integration Hub -- Activate the Socure spoke plugin (com.sn_socure_spoke) from Integration Hub. Activating this plugin enables you to enhance your Workflow Studio experience with integration-specific content. You can use pre-built flows and actions to automate your integrations or create your own integration automation.
Configuring Financial Services KYC -- Financial Services Know Your Customer (KYC) is automatically installed when you install the Financial Services integration with Socure application. By using this service, you can verify an applicant's identity and evaluate their eligibility. Also reuse this short description in the release notes.
Configure -- Configure the Financial Services Operations Integration with Socure application to verify a customer's identity and improve the customer's risk determination.
Components installed -- Several types of components are installed with activation of the Financial Services Operations Integration with Socure (com.sn_fso_intg_socure) plugin, including tables.
Jack Henry jXchange -- The ServiceNow Financial Services Operations Integration with Jack Henry jXchange enables your agents to use the lookup functionality of the Jack Henry jXchange SilverLake core banking application. By integrating the Jack Henry jXchange spoke with the Financial Services Operations, your agents can look up the information about your customers and financial accounts.
Explore -- The Financial Services Operations Integration with Jack Henry jXchange application enables your agents to access the required system of record information so they can look up and verify your customer's financial and account information quickly. This integration also enables your organization to convert your end-to-end digital financial service processes.
Set up -- You can integrate a ServiceNow instance with your Jack Henry jXchange account so that you can access and verify customer and account information quickly.
Configure -- Configure the Financial Services Operations Integration with Jack Henry jXchange application by using the Jack Henry jXchange connection and credential record to authenticate ServiceNow requests.
Components installed -- Several types of components are installed with the activation of the Financial Services Operations Integration with Jack Henry jXchange spoke (com.sn.jha.spoke), including plugins and tables.
Visa -- The ServiceNow Financial Services Operations Integration with Visa allows you to seamlessly integrate with Visa Resolve Online (VROL) APIs using the Visa Spoke actions to manage various dispute lifecycle events.
Explore -- Learn how you can use the Financial Services Operations Integration with Visa application to seamlessly connect with dispute workflows and manage dispute resolution.
Configure -- Plan and configure your Financial Services Operations Integration with Visa implementation.
Set up Visa Spoke -- Activate the Visa spoke in IntegrationHub from the ServiceNow Store, and enable the quick access to payment and security data. You can use the spoke to search for transactions, collaborate with merchants, manage disputes and perform other functions with enhanced security
Configure the Visa Queue Scheduler Flow -- Use the Visa Queue Scheduler Flow to control the frequency at which Visa batch queues are processed. This flow runs as a scheduled job at a predefined time interval, triggering the subflow that processes incoming batch queues.
Set up FSO Integration with Visa -- Configure the Financial Services Operations Integration with Visa application by using the Visa connection and credential record to authenticate ServiceNow requests.
Reference -- Reference topics provide additional information on the installed components, including plugins,subflows, and system properties, that you use to configure and administer Financial Services Operations Integration with Visa application.
Components installed -- Reference topics provide additional information on the installed components and subflows that you use to configure and administer Financial Services Operations Integration with Visa application.
Integration with Visa subflows -- You can use the following Financial Services Operations Integration with Visa application subflows to handle the card dispute management process.
Properties installed -- Customize the properties that are available with the Financial Services Operations Integration with Visa application.
Mastercard -- The ServiceNow Financial Services Operations Integration with Mastercard streamlines and simplifies how financial institutions manage Mastercard disputes.
Explore -- Use the Financial Services Operations Integration with Mastercard to automate and simplify how financial institutions manage Mastercard disputes. This integration leverages Mastercard Spoke actions and Mastercom APIs to support a range of dispute lifecycle events and ensure alignment with Mastercard specific business rules.
Configure -- Plan and configure your implementation of Financial Services Operations Integration with Mastercard.
Install FSO Integration with Mastercard -- If you have the admin role, you can install the Financial Services Operations Integration with Mastercard application.
Activate Mastercard Spoke -- Activate the Mastercard Spoke in Integration Hub from the ServiceNow Store, enabling organizations to manage the full card dispute life-cycle. You can then use the spoke to efficiently search transactions, create claims, and process chargebacks, pre-arbitration, and arbitration case filings.
Set up FSO Integration with Mastercard -- Configure the Financial Services Operations Integration with Mastercard application by using the Mastercard connection and credential record to authenticate ServiceNow requests.
Reference -- Reference topics provide additional information on the installed components, including plugins,subflows, and system properties, that you use to configure and administer Financial Services Operations Integration with Mastercard application.
Components installed -- Reference topics provide additional information on the installed components and subflows that you use to configure and administer Financial Services Operations Integration with Mastercard application.
Integration with Mastercard subflows -- You can use the following Financial Services Operations Integration with Mastercard application subflows to handle the Mastercard dispute management process.
FRISS -- The ServiceNow Financial Services Operations Integration with FRISS application enables Property and casualty (also known as P&C) insurers to build trust automation into their solutions. This application offers a solution that can be effortlessly integrated into any insurance workflow.
Explore -- With Financial Services Operations Integration with FRISS, your insurance company can embed the FRISS API for Claims in workflows, detect and prevent fraud, and improve your underwriting and claims processes.
Configure -- Select and configure the Financial Services Operations Integration with FRISS subflows to obtain the fraud score for your organization.
Set up -- Integrate your FRISS account with your ServiceNow instance so that you determine whether the claim is legitimate or fraudulent.
Components installed -- Several types of components are installed with activation of the Financial Services Operations Integration with FRISS (com.sn_fso_intg_friss) plugin, including tables.
Guidewire -- The Financial Services Operations Integration with Guidewire application enables insurers to integrate with the cloud version of the Guidewire InsuranceSuite, in order to support different business use cases with respect to policy servicing, claim servicing, or billing.
Explore -- With the Financial Services Operations Integration with Guidewire application, insurers can embed the Guidewire Cloud based APIs in the FSO workflows to handle the day to day business operations for policy services, claims services, and billing services.
Set up -- You can integrate a ServiceNow instance with your Guidewire account so that you can access policy and claims information in the insurance core system.
Configure -- Use this procedure to select and configure the Financial Services Operations Integration with Guidewire application.
Integration with Guidewire subflows -- The Financial Services Operations Integration with Guidewire provides these subflows to automate Guidewire tasks. These subflows can be customized as per business needs.
Field Service Management -- Integrating Financial Services Operations with Field Service Management enables you to create and view all work orders and appointments related to your case, depending on your business needs.
Document Intelligence -- Integration with Document Intelligence enables machine learning (ML) to assist in quickly automating document processing and accurately extracting information from documents to the ServiceNow AI Platform.
Enable Document Intelligence for FSO -- Enable Document Intelligence for FSO Document Processor by installing and activating the required plugins.
Sync types and categories from Document Processor -- If Document Intelligence is installed after document types and categories were set up in Document Processor, run this script to synchronize these values between the two applications.
Document Processor -- ServiceNow Financial Services Document Processor enables other Financial Services Operations applications to collect and verify documents that are used in workflows across these applications. You can submit documents for verification, and request deferment or exception.
Explore -- You can use the ServiceNow Document Processor application to generate standard letters or documents.
Configure -- An admin can configure and manage the metadata of documents, such as categories, types, list definitions, and list item definitions. These configurations determine the documents required in Financial Services Operations applications workflows for document verification tasks.
Define a document category -- Define document categories to categorize the different document types that are used across Financial Services Operations applications. An example of a document category could be Proof of Identity.
Associate document types to a document category -- Associate the relevant document types to a document category. For example, for the Proof of Identity document category, the types of documents could be Driver's License and Passport.
Create a document list definition -- Create a document list definition to later associate document list items to. For example, create a Contact onboarding document list definition.
Create document list items for a document list definition -- Create document list item definitions for a document list definition. For example, for the Proof of Name Change document category, the document list item could be Name change of customer.
Use -- Learn how document collectors and document agents use the Financial Services Document Processor application to submit and approve or reject documents for verification.
Document Processor workflows -- The Financial Services Document Processor application installs automated workflows for enabling document collection and verification.
Reference -- Learn about the components and properties that are installed with the Financial Services OperationsDocument Processor application.
Components installed -- Several types of components are installed with installation of the Document Processor application, including tables and user roles.
Domain separation -- If any conrefs are broken, re-add them from the doc/source/reuse/domain-separation/domain-separation-overview.dita file.Domain separation is supported for Financial Services Document Processor. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
Service Exchange -- Integrating Financial Services Operations (FSO) with Service Exchange enables you to connect ServiceNow instances to provide seamless support and service experiences.
Verifi -- The ServiceNow Financial Services Operations Integration with Verifi application connects FSO's issuer dispute workflow to Verifi Cardholder Dispute Resolution Network (CDRN) which is a Visa-owned pre-dispute settlement service. This integration enables issuers initiate structured negotiations with merchants before disputes escalate to costly chargebacks.
Explore -- Learn how you can use ServiceNow Financial Services Operations Integration with Verifi application to seamlessly connect FSO's issuer dispute workflow to Verifi CDRN.
Configure -- Configure the connection between ServiceNow FSO Dispute Management application to the Verifi Cardholder Dispute Resolution Network (CDRN) API to enable end-to-end dispute case submission and resolution.
Configure the REST End Point -- The REST Endpoint record in ServiceNow stores the base URL, API version header, and connection properties for the Verifi API. Create two endpoint records: one for UAT testing and one for Production.
Configure the Authentication Profile -- The Verifi Issuer API uses JSON Web Tokens (JWT) for authentication. A fresh JWT must be generated for every API call. This section explains how to store credentials securely and how the ServiceNow script generates and attaches the JWT.
Storing credentials -- Credential storage information for securely managing Issuer ID and Shared Secret values for Financial Services Operations Integration with Verifi.
Use -- As a dispute agent learn how to initiate a dispute transaction making use of the Financial Services Operations Integration with Verifi application.
Reference -- Learn about other supporting information that can help you configure and use the Financial Services Operations Integration with Verifi application.
JWT Authentication -- The Verifi Issuer API uses JSON Web Tokens (JWT) for authentication. A fresh JWT must be generated for every API call. This section explains how to store credentials securely and how the ServiceNow script generates and attaches the JWT.
API Subflows and Endpoints -- The application is built on four sequentially orchestrated subflows. Each maps to a specific Verifi REST endpoint and triggers at a defined point in the dispute workflow.
Banking applications -- Improve productivity with the Financial Services Operations banking suite of applications by reducing manual processes, information silos, and communication failures.
Agentic Contact Center for Banking -- Agentic Contact Center for Banking equips bank customer service representatives with AI-powered workspaces for handling customer calls and reviewing customer profiles—saving on research time, minimizing application switching, and improving the quality of customer interactions.
Explore -- Learn more about how Agentic Contact Center for Banking enables customer service representatives (CSRs) to handle calls more efficiently, reduce research time, and improve interaction quality.
Customer 360 page -- The Customer 360 page provides customer service representatives (CSRs) with an AI-enhanced, comprehensive view of a customer's profile, financial standing, account details, transaction history, and service cases.
Interaction page -- The Interaction page provides customer service representatives (CSRs) with a consolidated view of customer details, live call transcript analysis, and AI-driven assistance during active customer interactions.
Configure -- Configure Agentic Contact Center for Banking by integrating your CCaaS provider, setting up AI-powered customer profile and contextual summarization, and enabling AI agents with knowledge graph tags and knowledge base articles.
Install -- If you have the admin role, you can install the Agentic Contact Center for Banking application (app_fso_csr).
AI indexing -- Configure AI indexing to enable intelligent search capabilities across financial accounts, cases, and customer interactions in Agentic Contact Center for Banking.
Use -- Learn about the tasks customer service representatives perform in Agentic Contact Center for Banking to manage banking interactions with AI-powered assistance, review customer financial summaries, handle interactions, and generate persona-based customer insights.
View customer accounts and transactions -- Review a customer's financial summary, account holdings, and account details in the Customer 360 page to understand the customer's overall position with the bank before or during an interaction.
View customer cases -- Review service cases for a customer's account in the Customer 360 page to understand account activity and any open or historical service requests.
Work on an interaction -- Manage customer interactions in the Interaction page, from accepting incoming calls to resolving issues with AI-powered assistance. Customer service representatives (CSRs) can verify customer identity, use AI-generated insights, and complete interactions with automated wrap-up summaries.
Reference -- Learn about the components and properties that are installed with Agentic Contact Center for Banking.
Dispute Management -- Dispute management helps agents create dispute cases for both personal and business debit and credit card accounts, as well as non-card (ACH) transactions, and automate the process of dispute routing and fraud-related activities.
Configure -- Set up your Dispute Management implementation by installing the required plugins.
Configure intake questionnaire -- Configure the questionnaire that appears for dispute agents or account holders when they initiate a dispute.
Use -- Dispute management enables agents to create dispute cases for both personal and business debit and credit card accounts, as well as non-card ACH transactions, and automate the process of dispute routing and fraud-related activities. Learn how agents initiate, investigate, and resolve dispute cases for personal and commercial customers.
Workflow -- ServiceNow Dispute Management enables efficient card and non-card transaction dispute resolution, enhanced compliance, and streamlined customer experiences.
Intake -- The dispute intake process is designed to capture the relevant information required for capturing dispute details. This can be through the customer or consumer service portal, agent workspace, or via Disputes intake via Virtual Agent.
Create a case with portal intake -- Whether you're a contact or a consumer, you can create a dispute case with a step-by-step guidance for the case flow process in either the Customer Service Portal or Consumer Service Portal, respectively.
Create a case with Virtual Agent intake -- Disputes intake via Virtual Agent streamlines the card dispute submission process for cardholders by providing a chat interface.
Create a case with workspace intake -- Create a dispute case and initiate the dispute for a transaction associated with an account. You can enter dispute information, fill out the dispute questionnaire, upload supporting documentation, and submit the case for investigation.
Create a case with service catalog -- Create a card disputes case request from the Customer or Consumer Service Portals by navigating to the service catalog.
Review -- Review dispute cases that customers submit through the dispute intake portal, or that contributors create in the intake workspace.
Processing -- Create and manage dispute cases with various integrations such as Visa, Mastercard, or without any integrations.
Dispute agent workspace -- The dispute agent workspace provides a single, streamlined, and consistent workflow for agents. This workspace offers alignment with back‑end process steps and easier decision‑making through each stage of a dispute. The landing page provides an overview of your cases and tasks, which helps to monitor your workload, focus on high-priority items, and track the status of disputes.
Dispute manager workspace -- As a dispute manager, you can work on your assigned cases and coordinate real-time updates on your team's cases from the dispute manager workspace.
Implement 4-eyes policy -- The 4-eyes policy, implemented in the case dispute flow, can enhance your dispute management process. This policy ensures that two authorized individuals handle the critical tasks and establish an efficient risk control mechanism.
Managing disputes integrated with Visa -- The Dispute management workflow integrates with subflows that communicate with Visa, supporting an end-to-end dispute lifecycle from raising an initial dispute to final resolution. These subflows can help you meet Visa's chargeback deadlines and ensure successful dispute resolution.
Pre-arbitration and arbitration overview -- The Dispute management workflow integration with Visa supports pre-arbitration and arbitration workflows. These workflows help resolve disputes between issuers and acquirers.
Allocation workflow -- The allocation workflow lets the acquirer initiate pre-arbitration and arbitration for fraud and authorization disputes.
Collaboration workflow -- The collaboration workflow involves the issuer initiating pre-arbitration and arbitration for processing errors and consumer disputes.
Processing a Visa dispute -- When a case is submitted, it automatically moves to the Initiate stage. Once the sequence of steps in the Initiate stage are completed, it moves to the Processing stage. Here, the case playbook displays the disputed transaction details, including customer details, dispute amount, timestamp, card details, merchant, transaction state, current activity, and activity SLA.
Investigate -- The Investigate stage of the card dispute includes activities such as issuing provisional credit, reviewing participating merchant alerts, and investigating the transaction.
Report fraud -- Report potential fraud on a transaction to the Visa card network. If potential fraud was flagged for a transaction during manual investigation, a transaction includes the fraud reporting task within the workflow.
Block and reissue a new card -- The Block and reissue new card task automatically triggers if a case's dispute category is Fraud.
Determine recovery -- Complete the Recovery option task to choose whether to pursue chargeback for a Visa transaction where final credit to the card customer will be provided.
Review alerts -- Alert the merchant about a Visa card transaction dispute.
Investigate Visa transactions -- If a merchant refuses a transaction dispute, the case may move to the manual investigation task.
Initiate chargeback -- This stage enables you to report fraud, initiate chargeback, associate dispute transactions, and review merchant representment evidence, create and review pre-arbitration, and case filing. Visa transactions comprises of two workflows for pre-arbitration and arbitration: collaboration workflow and allocation workflow.
Collaboration workflow -- In the collaboration workflow, dispute agents work to resolve consumer disputes and processing errors. In this workflow, issuers can choose to initiate pre-arbitration and arbitration, and acquirers can respond to these events.
Initiate chargeback and fill response -- This is a part of the collaboration dispute workflow for the Chargeback stage. Initiate a chargeback request for the card network issuer to credit the customer with the card network and await a response from the merchant.
Associate transaction -- List associated transactions identified by Visa after the chargeback creation. Review these transactions and associate them with the disputed transaction to help deflect and resolve the dispute in the next activity.
Review and initiate pre-arbitration -- Review a merchant’s response for the dispute and initiate pre-arbitration, if necessary for the collaboration dispute workflow for the Chargeback stage.
Review and appeal -- An appeal can be created by the issuer or acquirer if either party isn’t satisfied with the arbitration ruling from Visa. Review the case filing response and receive the decision letter from Visa.
Allocation workflow -- In the allocation workflow, dispute agents work to resolve fraud and authorization disputes. Acquirers can choose to initiate pre-arbitration and arbitration, and issuers can respond. This is a part of the allocation dispute workflow for the Chargeback stage.
Initiate chargeback and fill merchant response -- This is a part of the allocation dispute workflow for the Chargeback stage. Initiate a chargeback request for the card network issuer to credit the card holder with the card network, and await a response from the merchant.
Review and respond -- Review and respond to the pre-arbitration request created by the acquirer.
Review and appeal -- Review the incoming case filing created by the acquirer and create an appeal if required.
Resolving disputes with Mastercard -- The integration of Mastercard APIs into Dispute Management enables you to resolve card disputes faster and more efficiently.
Processing a Mastercard dispute -- You can view all the transactions of the dispute in the Processing stage of the playbook. This stage provides transaction information such as dispute amount, transaction date and time, merchant name, transaction state, current activity, and activity SLA.
About Financial adjustments -- Financial adjustments are tasks or activities displayed based on the policy of the transaction. In Mastercard, there are two types of financial adjustments: Financial adjustments 1 and Financial adjustments 2.
Investigate -- The Investigate stage displays the dispute tasks related to investigating the Mastercard transaction.
Report fraud -- Report potential fraud on a transaction to a card network.
Block and reissue a new card -- The Block and reissue new card task automatically triggers if a case's dispute category is Fraud.
Issue provisional credit -- Initiate temporary provisional credit to the Mastercard card holder.
Decide chargeback, write off, or denial -- Determine whether to initiate a chargeback for a transaction if the cardholder hasn’t yet received the final credit.
Alert merchant -- Review merchant response regarding the dispute. The merchant can choose to resolve the disputed transaction or decline to resolve, during the investigation stage.
Investigate the dispute -- The Investigate stage involves tasks related to pursuing chargeback and initiate investigation of the dispute.
Chargeback -- After a chargeback is initiated, the chargeback request is sent to Mastercard, which alerts the merchant. Mastercard requests collaboration from merchants, who either provide a voucher, refund, or First-Party Trust evidence as response. If the merchant doesn’t respond, the process escalates to formal chargeback procedures.
Initiate chargeback -- Initiate a chargeback for Mastercard transaction disputes and request collaboration from merchants.
Review and respond -- The merchant responds to the collaboration by either providing a refund, a voucher, or a First-Party Trust evidence. If the collaboration isn’t successful, then the second presentment is awaited.
Review chargeback response -- Review second presentment for the chargeback and initiate pre-arbitration or arbitration, as required for the dispute workflow of the Chargeback stage. For Mastercard transaction chargeback, you can skip raising the pre-arbitration and directly raise the arbitration request.
Review pre-arbitration response -- After you raised a pre-arbitration request in the Chargeback stage of Mastercard transaction dispute, review the response and decide whether to accept, reject, or escalate the pre arbitration to arbitration.
Review arbitration response -- Review the arbitration response received from Mastercard and proceed to resolve the dispute. This step occurs in the Mastercard dispute process when you’ve escalated from pre‑arbitration to arbitration or skipped pre‑arbitration and moved directly into arbitration.
Convert provisional credit -- Convert the provisional credit that was issued previously to a customer to a final credit issuance.
Resolving ACH disputes -- Work on an ACH dispute case to review case information, verify that any outstanding tasks are completed, and resolve the dispute.
Processing an ACH dispute -- On the Processing tab of the card disputes playbook, all disputed transactions in an ACH dispute case are displayed on a dashboard. The tab also provides transaction information such as dispute amount, transaction date and time, merchant, transaction state, current activity, and activity SLA.
Evaluate merchant analysis -- Evaluate a merchant's credibility to determine whether the transaction is legitimate or potentially fraudulent before deciding on a resolution.
Provide provisional credit -- Provide a temporary provisional credit to the account holder while the ACH dispute is investigated.
Evaluate Nacha operating guidelines -- Evaluate the Nacha (National Automated Clearing House Association) operating guidelines to ensure that the ACH dispute qualifies for potential reimbursement.
Review ACH dispute return recommendation -- Review the ACH dispute information based on merchant analysis and Nacha eligibility recommendations and determine the final action.
Dispute communication initiation -- Initiate customer communication after the final decision on ACH dispute resolution is completed.
Verify customer supporting documents -- After following up with the customer to request further documentation about the dispute, verify the supporting documents that you received.
Verify ODFI supporting documents -- After following up with the Originating Depository Financial Institution (ODFI) to request further documentation about the dispute, verify the supporting documents that you received.
File ACH return -- File a return to ODFI for a disputed transaction if it has been determined to be eligible for a refund.
Settle payment with customer -- Complete the financial adjustment so the customer receives the correct funds after the dispute is resolved.
Investigation -- Complete tasks such as determining a recovery option, writing off a disputed transaction amount, and provide immediate final credit, notify the merchant, initiate provisional credit, determine reversal of provisional credit, and investigate the transaction.
Detect friendly fraud -- Detect friendly fraud and determine the course of actions required depending on the amount being disputed, the customer relationship, and the outcome of the detection logic.
Manage communication -- Provide a response and feedback to the customer for a decision made on a dispute, such as friendly fraud.
Report fraud -- Report potential fraud on a transaction to a card network. If potential fraud was flagged for a transaction during manual investigation, a transaction includes the Fraud reporting task within the workflow
Block and reissue a new card -- The Block and reissue new card task automatically triggers if a case's dispute category is Fraud.
Determine recovery -- Complete the Recovery option task to choose whether to pursue chargeback for a transaction where final credit to the card customer will be provided.
Investigate transactions -- If a merchant refuses a transaction dispute, the case may move to the manual investigation task.
Review representment -- Review the representment evidence provided by a merchant during a chargeback request. A representment is the process where a business can prove that a charge that is being questioned is valid and the consumer's charge should not be reversed.
Provide final credit -- If a merchant's representment was not approved as sufficient supporting evidence by the issuing bank, the issuing bank upholds the chargeback.
Convert provisional credit -- Convert provisional credit previously issued to a customer to a final credit issuance.
Return funds to merchant -- A merchant can be refunded if their representment evidence is approved.
Closure -- After you have completed all tasks in a card dispute case, you can add final details and close the case in the Closure playbook stage.
Card Data Security -- The Card data security application embeds a tokenization service that enables Financial Services Operations (FSO) customers to configure the data that is tokenized and detokenized for Dispute Cases and Dispute Transactions to meet Payment Card Industry (PCI) requirements ("Card Data Security").
Explore -- Learn more about Card Data Security and how it can be used to tokenize sensitive card data, display and mask Primary Account Numbers (PANs), and manage sensitive attachments for Dispute Cases and Dispute Transactions.
Configure -- Plan and configure your implementation of Card Data Security by following the tasks listed in this configuration overview.
Install -- If you have the admin role, you can install the Card Data Security application (sn_data_sec).
Set up OAuth for Card Data Security -- After you configure your tokenizer service, follow these steps to set up OAuth connectivity with your ServiceNow instance. This connection is required to get file metadata and download URLs from files hosted in the tokenizer service vault.
Create a JKS file -- Generate a Java KeyStore (JKS) file for OAuth authentication setup. This process involves extracting the private key from a credentials JSON file and converting it through PEM format to create the required JKS file.
Create an X.509 Certificate -- Create an X.509 certificate record in ServiceNow by uploading a Java Key Store (JKS) file and configuring the certificate settings. This enables secure authentication and encryption for Card Data Security applications.
Set up a JWT key -- Configure a JWT key to enable secure authentication for Card Data Security. This is used to sign the authentication tokens that ServiceNow sends to external systems.
Set up a JWT Provider -- Configure a JWT Provider to enable secure token-based authentication for Card Data Security by setting up signing configurations and claim values. This provider generates JSON Web Tokens that authenticate requests to the tokenizer service using credentials from your tokenizer service JSON file.
Set up an OAuth Provider -- Configure an OAuth provider to enable secure authentication between ServiceNow and a third-party tokenizer service for Card Data Security. This setup establishes the necessary connection credentials and JWT configuration required for secure data tokenization operations.
Set up the Connection & Credential records -- Configure the Connection & Credential records for Card Data Security. This establishes the primary outbound connection that routes requests from ServiceNow to external APIs via the tokenizer service.
Set up a credential -- Create a credential to enable secure authentication for Card Data Security integrations. This credential authenticates your ServiceNow instance with the tokenizer service gateway.
Set up the API REST message -- Configure the API REST message for your integration. This step points outbound REST messages to the correct tokenizer service endpoint.
Set up a Token Signer -- Configure a token signer to enable secure JWT-based authentication for tokenizer service integration. This task involves creating an OAuth entity profile with JWT Bearer grant type, setting up OAuth credentials, and establishing a connection alias that links to your tokenizer service endpoint.
Set up tokenized REST message -- To use tokenized data with a Third-Party System, update the endpoint URL for the Third-Party System's REST message entry in ServiceNow.
Card Data Security container -- The Card Data Security container enables secure handling of Payment Card Information (PCI) card data within Financial Services Operations card dispute workflows through integration with a tokenizer service. This allows users to work with sensitive card information without exposing PCI data directly.
Administer -- Card data security integrates with a service to enable tokenization and detokenization of data configured for Dispute Cases and Dispute Transactions. Administrators can manage connections and create new routes and methods in the application.
Manage the card vault -- You can modify the schema and connection properties in our tokenizer service. Manage the vault columns and properties, and customize the data sent and received from the Third-Party System, such as additional routes and field values.
Manage Tokenizer Resource Configurations -- The Tokenizer Resource Configurations table contains entries for each endpoint that sends and receives tokenized data. It defines which REST message function Card Data Security uses based on the API path, HTTP method, and target system.
Create a tokenizer resource -- If you create a new HTTP method for a REST Message entry, you need to create an entry in the tokenizer resource configuration entry table. This maps the REST message function to the tokenization service endpoint.
Creating new connections -- Configure settings in our tokenizer service and your ServiceNow instance to set up new tokenized connections, routes, and methods in Card Data Security.
Use -- With Card Data Security installed and configured, dispute agents can reveal masked PANs and view sensitive documents at the transaction level in the Financial Services Operations workspace.
Reveal a PAN -- Use the Card Data Security component to mask and reveal a PAN in the dispute workspace and transaction details record.
Domain separation and Card Data Security -- If any conkeyrefs are broken, re-add them from the doc/source/reuse/domain-separation/domain-separation-overview.dita file.In the short description, edit the first sentence to state whether domain separation is supported or not and add the application name. Keep the conkeyref at the end that describes domain separation.Domain separation is supported for Card Data Security. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
Dispute Rules Content Pack for Visa -- The ServiceNow Dispute Rules Content Pack for Visa provides questionnaires for the intake of dispute related information under various dispute categories as per Visa guidelines.
Explore -- Learn how the Dispute Rules Content Pack for Visa application leverages questionnaire and mapping to ensure proper categorization and processing of disputes.
Install -- If you have the admin role, you can install the Dispute Rules Content Pack for Visa application.
Configure -- You can set up your implementation of the Dispute Rules Content Pack for Visa application by installing the application from the ServiceNow Store.
Use -- Dispute agents use the Dispute Rules Content Pack for Visa's questionnaire to help customers in completing the reason code mapping. This enables the categorization of the dispute and determines eligibility according to the Visa Core Rules. Learn how agents initiate, investigate, and resolve dispute cases.
Reference -- Learn about the components and properties that are installed with the Dispute Rules Content Pack for Visa application.
Components installed -- Several types of components are installed with the installation of the Dispute Rules Content Pack for Visa plugin.
Domain separation -- If any conkeyrefs are broken, re-add them from the doc/source/reuse/domain-separation/domain-separation-overview.dita file.In the short description, edit the first sentence to state whether domain separation is supported or not and add the application name. Keep the conkeyref at the end that describes domain separation.Domain separation is unsupported for the Dispute Rules Content Pack for Visa. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
Dispute Rules Content Pack for Mastercard -- The ServiceNow Dispute Rules Content Pack for Mastercard application provides your agents with questionnaires that they can use to intake dispute-related information for various dispute categories as per the Mastercard guidelines.
Explore -- Learn how the Dispute Rules Content Pack for Mastercard application uses dispute mapping to ensure that your organization can properly categorize and process disputes.
Install -- If you have the admin role, you can install the Dispute Rules Content Pack for Mastercard application.
Configure -- You can set up your implementation of the Dispute Rules Content Pack for Mastercard application by installing the application from the ServiceNow Store.
Use -- By using the Dispute Rules Content Pack for Mastercard's questionnaire, your agents can help customers complete the reason code mapping for their disputes. This mapping enables the agents to categorize the dispute and determine the chargeback eligibility according to the Mastercard Chargeback Guide.
Reference -- Learn about the components and properties that are installed with the Dispute Rules Content Pack for Mastercard application.
Components installed -- Several types of components are installed with the installation of the Dispute Rules Content Pack for Mastercard plugin, including tables.
Domain separation -- Domain separation is unsupported for the Dispute Rules Content Pack for Mastercard application. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
Dispute Rules Content Pack for Nacha -- The ServiceNow Dispute Rules Content Pack for Nacha application provides your agents with a central reference for automated clearing house (ACH) return reason codes and the logic used to determine them, based on Nacha operating guidelines.
Exploring Dispute Rules Content Pack for Nacha -- Learn how the Dispute Rules Content Pack for Nacha application helps ensure that your organization can properly categorize and process automated clearing house (ACH) disputes.
Install -- If you have the admin role, you can install the Dispute Rules Content Pack for Nacha application.
Using Dispute Rules Content Pack for Nacha -- By using the Dispute Rules Content Pack for Nacha, your agents can help customers to determine the correct reason code for automated clearing house (ACH) transaction disputes based on Nacha operating guidelines. Agents use the predefined logic in the content pack, as well as a knowledge base article outlining the eligibility rules, required documentation, and timelines for each return code.
Domain separation and Dispute Rules Content Pack for Nacha -- If any conkeyrefs are broken, re-add them from the doc/source/reuse/domain-separation/domain-separation-overview.dita file.In the short description, edit the first sentence to state whether domain separation is supported or not and add the application name. Keep the conkeyref at the end that describes domain separation.Domain separation is unsupported for Dispute Rules Content Pack for Nacha. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
Dispute Content Pack for US Regulations -- The ServiceNow Dispute Content Pack for US Regulations enables issuers in the United States (US) to track dispute cases and conform with regulatory guidelines.
Explore -- Learn how the Dispute Content Pack for US Regulations application streamlines the dispute resolution process under United States (US) regulatory guidelines, including Regulation E (Reg E) and Regulation Z (Reg Z).
Install -- If you have the admin role, you can install the Dispute Content Pack for US Regulations application.
Configure -- Dispute Content Pack for US Regulations includes predefined Service Level Agreement (SLA) definitions that align with Regulation E and Regulation Z. SLA durations are calculated from key dates such as the dispute reported date, task creation date, statement date, and billing cycle date.
Use -- Dispute agents use the Dispute Content Pack for US Regulations to track the dispute cases that are governed by United States (US) Regulations (Reg E and Reg Z) and ensure they are in conformance with the regulatory guidance. This application provides the required Service Level Agreement (SLA) definitions and provide details to the dispute manager to monitor and take necessary actions.
Reference -- Learn about the components and properties that are installed with the Dispute Content Pack for US Regulations application.
Components installed -- The Dispute Content Pack for US Regulations plugin installs components such as SLAs and additional plugins.
Billing cycle and statement generation days -- The billing cycle and statement generation day values are required for service level agreements (SLAs) to trigger on credit card dispute records. These values are stored in the Personal credit card account [sn_bom_credit_card] table and are accessible from the Account Parameters related list.
Domain separation -- Domain separation is unsupported for the Dispute Content Pack for US Regulations. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
Reference -- Learn about managing the archive dispute service case and the retention policy of inactive cases.
Manage the Archive Dispute Service Cases rule -- Manage the archive rule that is provisioned in the Card Disputes Service Case table of the Financial Services Card Operations application. With this rule, your organization can meet your dispute service case archiving requirements. By default, inactive cases that are more than two years old are automatically archived.
WSUD Troubleshooting -- This reference topic provides troubleshooting topics for common issues in the Written Statement for Unauthorized Debit (WSUD) process. This includes customer signature activities, email notifications, and document verification tasks.
Signature activity and WSUD task issues -- This reference topic provides troubleshooting steps to resolve the Customer Signature Required activity not appearing in the playbook. It also resolves the Written Statement for Unauthorized Debit (WSUD) document verification task not being generated.
WSUD signing email not sent to customer -- This reference topic provides troubleshooting steps to resolve a Written Statement for Unauthorized Debit (WSUD) not being emailed to a customer during ACH dispute intake.
Unable to sign or submit the WSUD document -- This reference topic provides troubleshooting steps to resolve a customer or contact being unable to sign or submit the Written Statement for Unauthorized Debit (WSUD) document.
Upload Document button appears instead of Sign Document button in the WSUD document verification task -- This reference topic provides troubleshooting steps to resolve a customer or contact seeing the Upload Document button instead of the Sign Document button in the Customer signature required playbook activity. This activity is for the Written Statement for Unauthorized Debit (WSUD) document verification task.
Card Operations -- With Financial Services Card Operations, streamline, digitize, and automate the card operations from the front to back office in your financial institution, so that credit card applications and card transaction disputes can be quickly processed.
Explore -- You can use the ServiceNow Financial Services Card Operations application to create and manage various card service requests.
Install -- You can install the Financial Services Card Operations application (sn_bom_credit_card) if you have the admin role. If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.
Configure -- Review the components that are installed with the Financial Services Card Operations application and modify as needed for your organization's business needs.
Use -- By using the credit card service case and associated tasks, you can manage credit card service requests that you receive from your customers for your financial institution.
Assign a card service case -- Assign a credit card service case to yourself or to another credit card agent to start working on the case.
Setting up a new credit card account -- As a credit card agent, you can work on a credit card case to validate the customer information and set up a new credit card account for the customer.
Retrieve credit assessment -- Retrieve a credit assessment and evaluate the risks for a customer. You can approve or reject the credit card request based on your findings.
Check the supporting documents -- Check that a customer's supporting documents are complete so that you can complete the credit card request.
Determine the card's terms and conditions -- Determine a card's terms and conditions and disclosures and update the customer agreement for a customer. This information is shared with the customer before you issue a new credit card.
File a customer agreement -- File the customer agreement that is prepared for a customer so that you can to set up a new credit card account.
Set up a credit card account -- Set up a new credit card account for a customer after customer verification is done and the required documents are prepared.
Increasing the credit limit -- As a credit card agent, you can work on a credit card case to increase the credit limit for a customer's credit card based on the findings from the customer's credit assessment.
Reset the credit limit for a customer -- Revert a card's credit limit to its original limit for a customer who requested a temporary increase in the credit limit.
Decrease the credit limit -- Decrease the credit limit of a customer's credit card as per the credit card service request.
Blocking a credit card -- Credit card agents can work on a credit card case that blocks a customer's credit card as per the service request.
Unblock a credit card -- Unblock a customer's credit card as per the credit card service request.
Close a credit card account -- Close a customer's credit card account as per the credit card service request.
Reference -- Learn about the components and properties that are installed with the Financial Services Card Operations application.
Components installed -- Several types of components are installed with the installation of the Financial Services Card Operations application, including tables and user roles. The application also installs related plugins and store applications if they are not already installed.
Properties installed -- Customize the properties that are available with the Financial Services Card Operations application.
Deposit Operations -- ServiceNow Financial Services Business Deposit Operations and Financial Services Personal Deposit Operations are a pair of applications in ServiceNow Financial Services Deposit Operations that enable your financial organization to digitize end-to-end management of origination, servicing, and closure of deposit accounts.
Explore -- You can use ServiceNow Financial Services Deposit Operations to manage a streamlined resolution of cases related to savings and checking deposit accounts by automating and optimizing the common deposit account requests.
Install -- You can initiate setting up your implementation for the Financial Services Deposit Operations by installing each of the Financial Services Business Deposit Operations and the Financial Services Personal Deposit Operations applications.
Business Deposit Operations -- You can install the Financial Services Business Deposit Operations application (sn_bom_deposit_b2b) if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.
Personal Deposit Operations -- You can install the Financial Services Personal Deposit Operations application (sn_bom_deposit_b2c) if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.
Configure -- Review the components that are installed with the Financial Services Deposit Operations application and modify as needed for your organization's business needs.
Use -- Learn how branch workers and agents use the Financial Services Deposit Operations application to initiate, research, and resolve the deposit service cases.
Deposit Operations workflows -- The Financial Services Deposit Operations application installs automated workflows for origination, servicing, and closure of deposit accounts. These workflows enable routing of cases and tasks to different teams, including the deposit and document agents.
Managing standing orders -- Learn how agents, using the standing order workflows, resolve service requests for adding, modifying, and canceling standing orders to deposit accounts. The workflows apply to both business and personal deposit service requests.
Managing failed standing orders -- Learn how bank agents, using the failed standing order workflow, proactively contact a customer for a failed standing order for their deposit account and decide on an action plan. The workflow applies to both business and personal deposit accounts.
Managing financial account relationships -- Learn how agents, using the financial account relationship workflows, resolve service requests for adding, modifying, and removing relationships from deposit accounts. These workflows apply to personal deposit service requests.
Originate deposit account -- Learn how agents, using the originate deposit account workflow, resolve service requests for opening a new deposit account. The workflow applies to both business and personal deposit service requests.
Closing deposit account -- Learn how agents, using the Close deposit account workflow, resolve service requests for closing a checking or saving deposit account. The workflows apply to both business and personal deposit service requests.
Submitting a deposit service request -- Bank workers can begin the deposit workflow by submitting a deposit service request received from customers (consumer or business contact). Customers (consumer or contact) can also directly submit a request from the service catalog.
Submit a deposit service case for fulfillment -- Collect all required information and documents from the customer and submit the deposit service case to back-office agents for fulfillment.
Work on a deposit service case -- Work on a deposit case to collect applicant information, ensure that any outstanding tasks are completed, and fulfill the deposit product request.
Reference -- Learn about the components, such as the roles, tables, plugins, and store applications, that are installed when you install the Financial Services Deposit Operations application.
Components installed with Business Operations -- Several types of components are installed with installation of the Financial Services Business Deposit Operations application, including tables, user roles, and scheduled jobs. The application also installs related plugins and store applications if they aren’t already installed.
Components installed with Personal Operations -- Several types of components are installed with installation of the Financial Services Personal Deposit Operations application, including tables, user roles, and scheduled jobs. The application also installs related plugins and store applications if they aren’t already installed.
Loan Operations -- The ServiceNow Financial Services Loan Operations application is a solution in Financial Services Operations that supports personal and business loans. This solution enables your financial organization to quickly resolve customer-initiated requests and system-generated exceptions around loan servicing and can help you transform your middle and back-office loan operations.
Explore -- You can use ServiceNow Financial Services Loan Operations to manage servicing for all types of loans.
Install -- You can set up your implementation for the Financial Services Loan Operations first by installing each of the Financial Services Business Loan Operations and the Financial Services Personal Loan Operations applications.
Business Loan Operations -- You can install the Financial Services Business Loan Operations application (sn_bom_loan_b2b) if you have the admin role. The application includes demo data and install-related ServiceNow Store applications and plugins if they are not already installed.
Personal Loan Operations -- You can install the Financial Services Personal Loan Operations application (sn_bom_loan) if you have the admin role. The application includes demo data and install-related ServiceNow Store applications and plugins if they are not already installed.
Configure -- Review the components that are installed with the Financial Services Loan Operations application and modify as needed for your organization's business needs.
Use -- Learn how requesters, contributors, and agents use the Financial Services Loan Operations application to initiate, research, and resolve the loan service requests and system-generated exceptions.
Loan Operations workflows -- The Financial Services Loan Operations application installs automated workflows for loan servicing. These workflows enable routing of cases and tasks to different departments, including the loan, document, and credit agents.
Partial Prepayment -- Learn how bank agents, using the Partial Prepayment loan workflow, resolve a service request for a partial prepayment of an outstanding loan with the bank before its maturity. The workflow applies to both business and personal loan service requests.
Loan Forgiveness -- Learn how bank agents, using the Loan Forgiveness workflow, resolve a loan service request for a waiver or forgiveness of an outstanding loan with the bank. The workflow applies to both business and personal loan service requests.
Loan Deferment -- Learn how bank agents, using the Loan Deferment workflow, resolve a loan service request for a temporary postponement of a scheduled loan repayment. The workflow applies to both business and personal loan service requests.
Loan Write off -- Learn how bank agents, using the Loan Write off workflow, handle writing off a portion or full amount of an outstanding loan when the recovery mechanisms fail. The workflow applies to both business and personal loans.
Missed Installment Repayment -- Learn how bank agents, using the Missed Installment Repayment workflow, proactively contact a loan customer for a missed installment of an outstanding loan and decide on an action plan. The workflow applies to both business and personal loans.
Covenant Breach -- Learn how bank agents, using the Covenant Breach workflow, proactively contact a loan customer for a covenant breach and decide on an action plan for the future. The workflow applies to both business and personal loans.
Loan Restructure Proposal -- Learn how bank agents, using the Loan Restructure Proposal workflow, contact a loan customer for restructuring an outstanding loan which otherwise could turn into a non-performing loan. The workflow applies to both business and personal loans.
Loan Drawdown -- Learn how bank agents, using the Loan Drawdown workflow, resolve a loan service request for disbursement of the drawdown amount from a line of credit that has been pre-approved. The workflow applies to business loans only.
Loan Rollover -- Learn how bank agents, using the Loan Rollover workflow, resolve a loan service request for renewal or rollover of an outstanding loan. The workflow applies to business loans only.
Submitting a loan service request -- Bank workers can begin the loan workflow by submitting a loan service request received from customers (consumer or business contact). Customers (consumer or contact) can also directly submit a request from service catalog.
Submit request as a requester -- Help your customers by submitting a loan service request for them. As a requester in the front office, you can do this service for your customer (consumer or business contact).
Work on a credit task for a loan service case -- Work on a credit task to review or authorize the credit for a loan customer. You can approve or reject the request based on your findings. A credit task is also used to update the covenant when you are working on a covenant breach.
Work on a loan task for a loan service case -- Work on a loan task to review and authorize a loan service request, update a loan account, or to disburse a loan when a loan service request is fulfilled.
Analytics -- Financial Services Loan Operations contains preconfigured dashboards with actionable data visualizations that can help your organization improve your business processes and quantify the value of self-service.
Reference -- Learn about the components, such as the roles, tables, plugins, and store applications, that are installed when you install the Financial Services Business Loan Operations application and the Financial Services Personal Loan Operations application.
Components installed with Business Operations -- Several types of components are installed with the installation of the Financial Services Business Loan Operations application, including tables and user roles. The application also installs related plugins and store applications if they aren’t already installed.
Components installed with Personal Operations -- Several types of components are installed with the installation of the Financial Services Personal Loan Operations application, including tables and user roles. The application also installs related plugins and store applications if they are not already installed.
Domain separation -- Domain separation is unsupported for the Financial Services Loan Operations application. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
Payment Operations -- With ServiceNow Financial Services Payment Operations, streamline, automate, and future-proof the payment operations in the front, middle, and back office of your financial institution. The application supports both personal and business payment inquiries, claims, and debits.
Explore -- You can use the ServiceNow Financial Services Payment Operations application to create and manage requests for payment inquiries, claims, and debit approvals for your financial institution.
Install -- Install the Financial Services Payment Operations (sn_bom_payment) application if you have the admin role. This application includes demo data and installs the related store applications and plugins if they are not already installed.
Configure -- Review the components that are installed with the Financial Services Payment Operations application and modify as needed for your organization's business needs.
Use -- Learn how branch workers and agents use the Financial Services Payment Operations application to submit and manage payment inquiry requests, claims and debit approvals.
Payment Operations workflow -- The workflows available with Financial Services Payment Operations connect people, departments, and institutions to quickly initiate, research, and resolve the payment errors and missing payments.
Managing payment inquiries -- Using the payment inquiry capability of the Financial Services Payment Operations application, you can submit and manage payment inquiry requests that you receive from your customers and third-party banks for your financial institution. The application supports both personal and business claims and debits.
Submit an internal inquiry request -- As a front-office worker (branch employee or call center agent), you can submit a payment inquiry request on behalf of a customer.
Assign an inquiry case -- Assign a payment inquiry case to yourself or to another inquiry agent so that you or another agent can start investigating the case.
Investigate an inquiry case -- Investigate the payment inquiry case so that you can get enough information about the case to resolve it.
Work on an inquiry task -- Work on a payment inquiry task to request additional information that is related to an inquiry case from the recipient bank.
Create a claim for an inquiry case -- Create a claim for an internal payment inquiry case when its investigation indicates that it's a valid claim and the customer is entitled to a refund.
Propose a solution for an inquiry case -- Propose a solution that is based on your findings from the investigation of the inquiry case that you've just finished, so that you can resolve the case.
Close an inquiry case -- Close the case after you've created a claim case for the inquiry case or the customer has accepted your proposed solution.
Managing payment claims and debit approvals -- Using the payment claims capability of the Financial Services Payment Operations application, you can submit and manage payment claims and debit approvals for your financial institution. The application supports both personal and business claims and debits.
Submit a request for an internal claim -- As a front-office worker (branch employee or call center agent), you can submit a claim request on behalf of a customer.
Assign a payment claim -- Assign a case for a payment claim to yourself or to another claim agent so that you or another agent can start working on the case.
Close a claim case -- Close the claim case when you've completed the claimed refund process.
Reference -- Reference topics provide additional information about Financial Services Payment Operations.
Components installed -- Several types of components are installed with the installation of the Financial Services Payment Operations application, including tables and user roles. The application also installs related plugins and store applications if they are not already installed.
Properties installed -- Customize the properties that are available with Financial Services Payment Operations.
Field descriptions for an inquiry case -- Payment inquiry cases help the inquiry agents resolve inquiries that they receive from the bank's customers or third-party banks.
Field descriptions for a claim case -- Claim cases help the claim agents resolve payment claim requests that they receive from the bank's customers or third-party banks.
Domain separation -- Domain separation is supported for Financial Services Payment Operations. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
Treasury Operations -- The ServiceNow Financial Services Treasury Operations application is a solution in Financial Services Operations that enables financial organizations to digitize the end-to-end onboarding of treasury products through automated workflows.
Explore -- You can use ServiceNow Financial Services Treasury Operations to manage treasury product onboarding with workflows available for key services such as wire transfers and Remote Deposit Capture (RDC).
Install -- You can install the Financial Services Treasury Operations application (sn_bom_treasury) if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.
Configure -- Review the components that are installed with the Financial Services Treasury Operations application and modify as needed for your organization's business needs.
Use -- Learn how contributors and agents use the Financial Services Treasury Operations application to initiate, research, and resolve the treasury cases.
Treasury Operations workflows -- The Financial Services Treasury Operations application installs automated workflows that can be configured for any treasury service. These workflows create cases and route tasks to the treasury and document agents.
Create a treasury service case -- Begin the treasury service application process by creating a treasury case on behalf of your customer.
Work on a treasury service case -- Work on a treasury case to collect applicant information, ensure that any outstanding tasks are completed, and fulfill the treasury product request.
Analytics -- Financial Services Treasury Operations contains a preconfigured dashboard with actionable data visualizations that can help your organization improve your business processes and quantify the value of self-service.
Reference -- Learn about the components, such as the roles, tables, plugins, and store applications, that are installed when you install the Financial Services Treasury Operations application.
Components installed -- Several types of components are installed with installation of the Financial Services Treasury Operations application, including tables, user roles, and scheduled jobs. The application also installs related plugins and store applications if they are not already installed.
Intelligent Servicing for Fraud -- With ServiceNow Intelligent Servicing for Fraud, you can create cases for suspicious fraud alerts from an alert detection system, a fraud case reported by a customer, or an external source such as a law enforcement agency or a regulator.
Explore -- By using the Intelligent Servicing for Fraud application, you can review the alert details that are flagged by external systems, review the cases that are reported by customers, investigate the alert cases that are reported by customers, and move the case to a final case disposition.
Install -- You can install the Intelligent Servicing for Fraud application (sn_bom_fraud) if you have the admin role. The application includes the demo data and installs that are related to ServiceNow Store applications and plugins if they aren’t already installed.
Configure -- You can set up your implementation for the Intelligent Servicing for Fraud application by installing the application, importing financial services data, and reviewing and configuring the components that are installed with the application.
Assign user roles -- Assign roles to control access to features, capabilities, and data in the Intelligent Servicing for Fraud application.
Use -- Learn how fraud agents and managers use the Intelligent Servicing for Fraud application to initiate, investigate, and resolve fraud cases.
Submit a fraud case request -- Collect all required information and documents from the customer and submit the fraud case request to the back-office agents so that you can begin the fulfillment process.
Work on a fraud case for card fraud by alert -- Use card fraud by alert to work on a fraud case that is created for processing alerts that are received from an external fraud detection system, ensure that any outstanding tasks are completed, and the cases are investigated and resolved.
Work on a fraud case for card fraud -- Use card fraud to work on a fraud case that is created for reviewing alerts that are flagged by customers or from external sources, ensure that any outstanding tasks are completed, and the cases are investigated and resolved.
Workspace for fraud agent -- The Intelligent Servicing for Fraud workspace provides a single location for fraud agent to process cases and tasks. Agents can use it to respond to all task types, view the full context of an issue, and get relevant recommendations to resolve issues.
Workspace for fraud manager -- Managers can use Intelligent Servicing for Fraud workspace to view the cases and tasks, approve or reject records sent to them for review, and track their related activities. Also, you can view the performance analytics dashboard and process optimization.
Analytics -- Intelligent Servicing for Fraud contains a preconfigured dashboard with actionable data visualizations that can help your organization improve your business processes and quantify the value of self-service.
Reference -- Several types of components are installed with the activation of the Intelligent Servicing for Fraud (sn_bom_fraud) plugin, including tables, user roles, and scheduled jobs.
Insurance applications -- Use Financial Services Operations insurance suite of applications to resolve mid-term policy changes and requests with agility and responsiveness.
Agentic Contact Center for Insurance -- Agentic Contact Center for Insurance enables insurance CSR agents to handle customer interactions more effectively by providing an AI-powered, unified workspace that displays customer summaries and interaction history. Agents can view previous cases and interactions in a single interface, reducing manual research and switching between applications during customer calls.
Exploring Agentic Contact Center for Insurance -- Insurance customer service representatives (CSRs) can use Agentic Contact Center for Insurance to handle customer interactions from a single AI-enhanced workspace that consolidates policy data, live call transcripts, and AI-generated guidance. It reduces application switching and research time, improves interaction quality, and eliminates the complexity of managing multiple applications simultaneously. The details displayed in the workspace are based on the scope of the CSR role.
Customer 360 page -- The Customer 360 page gives policy servicing and claims servicing CSRs a consolidated view of a customer's profile, policies, coverage, and AI-generated summary, drawn from core insurance and CRM. The view is based on the scope of the respective roles.
Interaction page -- The Interaction page is a dedicated workspace for insurance CSR (customer service representative) agents. It consolidates customer identification, interaction history, and live call transcript analysis into a single view during active customer interactions.
Configuring Agentic Contact Center for Insurance -- Configure Agentic Contact Center for Insurance by integrating your CCaaS provider, setting up AI-powered customer profile and contextual summarization, and enabling AI agents with knowledge graph tags and knowledge base articles.
Install -- If you have the admin role, you can install the Agentic Contact Center for Insurance application (sn_ins_csr).
AI indexing -- Configure AI indexing to enable intelligent search capabilities across insurance policies, cases, and customer interactions in Agentic Contact Center for Insurance.
Using Agentic Contact Center for Insurance -- Learn about the tasks insurance customer service representatives perform in Agentic Contact Center for Insurance to manage interactions with AI-powered assistance, review customer insurance profiles, and generate customer insights.
View insurance cases -- Review insurance claims and service cases for a customer in the Customer 360 page so that you can understand the customer's open and recent service activity.
View a customer profile -- Review a customer's AI-generated insurance profile, financial overview, and interaction history in the Customer 360 page so that you can understand the customer's insurance relationship.
View policies and coverages -- Review a customer's policy portfolio and coverage details in the Customer 360 page so that you can understand the customer's active and historical insurance products.
Work on an interaction -- Manage insurance customer interactions in the Interaction page for Agentic Contact Center for Insurance. Customer service representatives (CSRs) can verify customer identity, use AI-generated insights, and complete interactions with automated wrap-up summaries.
Reference -- Learn about the components and properties that are installed with Agentic Contact Center for Insurance.
Property and Casualty Insurance Servicing -- Property and Casualty Insurance Servicing policy service requests are supported through personal and commercial applications.
Personal Lines Servicing -- ServiceNow Personal Lines Servicing enables underwriters and processors in your financial institution to quickly resolve personal insurance policy service requests, and can help you transform your middle and back-office insurance policy operations.
Explore -- Contributors, processors, and underwriters can use Personal Lines Servicing to create and manage service requests for personal insurance policies.
Install -- You can install the Personal Lines Servicing (sn_ins_policy_b2c) application if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.
Configure -- Review the components that are installed with the Personal Lines Servicing application and modify as needed for your organization's business needs.
Use -- Learn how the following roles use Personal Lines Servicing to update policies, change coverages, review and approve underwriting, and send documents for personal policies.
Managing change coverage requests -- Learn how agents, using the change coverage limits workflows, resolve service requests for requesting, reviewing, and approving policy change requests.
Work on a policy service case -- Review a policy case for a policy service request and update its details to trigger its workflow.
Work on an insurance underwriting task -- Work on a personal insurance underwriting task to evaluate the policy request and analyze risks for an insurance policy customer.
Analytics -- Personal Lines Servicing contains preconfigured dashboards with actionable data visualizations that can help your organization improve your business processes and quantify the value of self-service.
Reference -- Learn about the components, such as the roles, tables, plugins, and store applications, that are installed when you install thePersonal Lines Servicing application.
Components installed with Personal Servicing -- Several types of components are installed with the installation of the Financial Services Insurance Policy Operations Personal Lines Servicing store applications, including tables and user roles. The applications also install related plugins and store applications if they are not already installed.
Components installed with Personal Underwriting -- Several types of components are installed with installation of the Personal Lines Underwriting application (sn_ins_underwrite), including tables and user roles.
Commercial Lines Servicing -- ServiceNow Commercial Lines Servicing enables underwriters and processors in your financial institution to quickly resolve commercial insurance policy service requests, and can help you transform your middle and back-office insurance policy operations.
Explore -- Contributors, processors, and underwriters can use Commercial Lines Servicing to create and manage service requests for commercial insurance policies.
Install -- You can install the Commercial Lines Servicing (sn_ins_policy_b2b) application if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.
Configure -- Review the components that are installed with the Commercial Lines Servicing application and modify as needed for your organization's business needs.
Use -- Learn how the following roles use Commercial Lines Servicing to update policies, change coverages, review and approve underwriting, and send documents for personal policies.
Managing change coverage requests -- Learn how agents, using the change coverage limits workflows, resolve service requests for requesting, reviewing, and approving policy change requests.
Work on a policy service case -- Review a policy case for a policy service request and update its details to trigger its workflow.
Work on an insurance underwriting task -- Work on a commercial insurance underwriting task to evaluate the policy request and analyze risks for an insurance policy customer.
Analytics -- Commercial Lines Servicing contains preconfigured dashboards with actionable data visualizations that can help your organization improve your business processes and quantify the value of self-service.
Reference -- Learn about the components, such as the roles, tables, plugins, and store applications, that are installed when you install the Commercial Lines Servicing application.
Components installed with Commercial Servicing -- Several types of components are installed with the installation of the Financial Services Commercial Lines Servicing store application, including tables and user roles. The applications also install related plugins and store applications if they are not already installed.
Components installed with Commercial Underwriting -- Several types of components are installed with installation of the Commercial Lines Underwriting application (sn_ins_uw_b2b), including tables and user roles.
Life Insurance Servicing -- Life Insurance Servicing policy service requests are supported through individual life and group life applications.
Individual Life Servicing -- The ServiceNow Individual Life Servicing application (sn_ins_indiv_life) gives your organization the tools to quickly update and maintain individual life and disability insurance policies.
Explore -- Contributors, processors, and underwriters can manage individual life and disability insurance policies, creating cases to initiate and complete insurance workflow tasks.
Install -- You can install the Individual Life Servicing application (sn_ins_indiv_life) if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.
Configure -- Review the components that are installed with the Individual Life Servicing application and modify as needed for your organization's business needs.
Use -- Learn how the following roles use Individual Life Servicing to update policies, review and approve underwriting, and send documents for individual life policies.
Managing increase coverage requests -- Learn how agents, using the increase coverage workflow, resolve service requests for requesting, reviewing, and approving individual life insurance policy change requests.
Create an individual life service case -- A processor or contributor can begin the policy request process by creating an individual life case on behalf of your customer.
Work on an individual life service case -- Work on an individual life case to review policy information, ensure that any outstanding tasks are completed, and complete the policy service request.
Work on an individual life underwriting task -- An underwriter can work on an individual life insurance underwriting task to evaluate the policy request and analyze risks for an insurance policy customer.
Analytics -- Individual Life Servicing contains preconfigured dashboards with actionable data visualizations that can help your organization improve your business processes and quantify the value of self-service.
Reference -- Learn about the components, such as the roles, tables, plugins, and store applications, that are installed when you install the Individual Life Servicing application.
Components installed with Life Servicing -- Several types of components are installed with activation of the Individual Life Servicing plugin, including tables and user roles.
Components installed with Life Underwriting -- Several types of components are installed with activation of the Individual Life Underwriting plugin, including tables and user roles.
Group Life Servicing -- The ServiceNow Group Life Servicing application (sn_ins_group_life) gives your organization the tools to establish, update, and maintain group life and disability insurance policies.
Explore -- Contributors, processors, and underwriters can manage group life and disability insurance policies, creating cases to initiate and complete insurance workflow tasks.
Configure -- You can set up your implementation for a Group Life Servicing application by installing the application, importing financial services data, and reviewing and configuring the components that are installed with the application.
Install Group Life Servicing -- You can install the Group Life Servicing application (sn_ins_group_life) if you have the admin role. The application installs related ServiceNow Store applications and plugins if they are not already installed.
Configure Group Life Servicing -- Review the components that are installed with the Group Life Servicing application and modify as needed for your organization's business needs.
Use -- Learn how the following roles use Group Life Servicing to update policies, review and approve underwriting, and send documents for group life policies.
Manage change membership requests -- Learn how agents, using the change member info workflows, resolve service requests for requesting, reviewing, and approving group life insurance member change requests.
Create a group life service case -- A processor or contributor can begin the change member info request process by creating a group life case on behalf of your customer.
Work on a group life insurance underwriting task -- An underwriter can work on a group life insurance underwriting task to evaluate the policy request and analyze risks for an insurance policy customer.
Analytics -- Group Life Servicing contains preconfigured dashboards with actionable data visualizations that can help your organization improve your business processes and quantify the value of self-service.
Reference -- Learn about the components, such as the roles, tables, plugins, and store applications, that are installed when you install the Group Life Servicing application.
Components installed with Group Life Servicing -- Several types of components are installed with activation of the Group Life Servicing plugin, including tables and user roles. The applications also install related plugins and store applications if they are not already installed.
Components installed with Group Life Underwriting -- Several types of components are installed with activation of the Group Life and Disability Underwriting plugin, including tables and user roles.
Exploring insurance claims applications -- ServiceNow Financial Services Operations for Insurance offers several applications that support automated claims processing across different lines of business.
Commercial Lines Claims -- The Commercial Lines Claims application enables your organization to quickly set up the various stages of the claim process. This process, which starts from the first notice of loss to the claim closure, enables your processors, adjusters, and special investigation agents to manage commercial insurance claims.
Explore -- Learn how the first-notice-of-loss (FNOL) representatives, processors, adjusters, special investigation agents, and managers can use the Commercial Lines Claims application to create and manage commercial insurance claims.
Install -- If you have the admin role, you can install the Commercial Lines Claims application (sn_ins_claim_cml).If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application installs related ServiceNow Store applications and plugins if they aren’t already installed.
Configure -- Review the components that are installed with the Commercial Lines Claims application and modify as needed for your organization's business needs.
Use -- Learn which roles use the Commercial Lines Claims application to create, investigate, and manage an insurance claim from the first notice of loss (FNOL) to the claim closure.
Commercial Lines Claims workflows -- The Commercial Lines Claims application installs automated workflows that you can configure for any claims tasks. These workflows create cases and routes any tasks accordingly.
Create a commercial claim case -- A first-notice-of-loss representative or processor can begin the claim process by initiating a commercial claim case on behalf of your customer.
Process a commercial claim -- A processor can initiate a claim, review a claim to verify it and after an adjuster’s evaluation, complete fulfillment tasks and close a claim.
Adjuster tasks -- Adjusters can work on claim tasks from the claim workspace.
Generate and view a claim's fraud score -- Generate a fraud score, and view the fraud score page to get detailed insight into a claim's fraud score and history.
Configure the fraud score ranges with UI Builder -- Configure the fraud score ranges by using the UI Builder. You can configure certain fields, such as the Ranges field, in the fraud information page of the CSM Configurable Workspace, so that you can set the score range.
Reference -- Several types of components are installed with activation of the sn_ins_claim_cml plugin, including plugins, tables, and user roles.
Personal Lines Claims -- The Personal Lines Claims application enables your organization to quickly set up the various stages of the claim process, starting from first notice of loss to claim closure.
Explore -- Learn how the first-notice-of-loss (FNOL) representatives, processors, adjusters, special investigation agents, and managers can use the Personal Lines Claims application to create and manage personal insurance claims.
Configure -- Install and configure Personal Lines Claims so that your first-notice-of-loss (FNOL) representatives, processors, adjusters, and others can begin servicing your personal insurance claims.
Install Personal Lines Claims -- If you have the admin role, you can install the Personal Lines Claims application (sn_ins_claim_pers). The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.
Configure Personal Lines Claims -- Review the components that are installed with the Personal Lines Claims application and modify as needed for your organization's business needs.
Use -- Learn which roles use the Personal Lines Claims application to create, investigate, and manage an insurance claim from the first notice of loss (FNOL) to the claim closure.
Personal Lines Claims workflows -- The Personal Lines Claims application installs automated workflows that you can configure for any claims tasks. These workflows create cases and route any tasks accordingly.
Create a personal claim case -- A first-notice-of-loss representative or processor can begin the claim process by initiating a personal claim case on behalf of your customer.
Process a personal claim -- A processor can initiate a claim, review a claim to verify it, and after an adjuster’s evaluation, complete fulfillment tasks and close a claim.
Adjuster tasks -- Adjusters can work on claim tasks from the Claim Workspace.
Work on personal claim adjuster tasks -- An adjuster can review a claim to verify documents, evaluate claim coverages, determine claim payment details, and approve settlement for a claim.
Generate and view a claim's fraud score -- Generate a fraud score, and view the fraud score page to get detailed insight into a claim's fraud score and history.
Configure the fraud score ranges with UI Builder -- Configure the fraud score ranges by using the UI Builder. You can configure certain fields, such as the Ranges field, in the fraud information page of the CSM Configurable Workspace, so that you can set the score range.
Individual Life Claims -- The Individual Life Claims application enables your organization to set up the various stages of the individual life claim process quickly, starting from the first notice of loss to the claim closure.
Explore -- Learn how your first-notice-of-loss (FNOL) representatives, adjusters, and managers can use Individual Life Claims to create and manage individual life insurance claims.
Configure -- You can install and configure the Individual Life Claims application so that the first-notice-of-loss (FNOL) representatives, adjusters, and others can begin servicing the individual life claims.
Install Individual Life Claims -- If you have the admin role, you can install the Individual Life Claims application (sn_ins_claim_indl). The application includes demo data and installs related ServiceNow Store applications and plugins that aren’t already installed.
Configure Individual Life Claims -- Configure the components that are installed with the Individual Life Claims application to meet your organization's claims requirements. Examples include long-term care, disability, or critical illness.
Enable the claim workspace -- Enable the claim workspace page on the claim case so that a claims manager or adjuster can view the page in Individual Life Claims.
Encrypt sensitive data -- Individual life claims contain personal or sensitive data fields that may require encryption. As an administrator for Individual Life Claims, you should take precautions to ensure that these fields are encrypted with Column Level Encryption. That way, you help to preserve the data privacy of your organization.
Use -- Learn which roles use the Individual Life Claims application to create, investigate, and manage an insurance claim from the first notice of loss (FNOL) to the claim closure.
Individual Life Claims workflows -- The Individual Life Claims application installs automated workflows that you can configure for any individual life claims tasks. These workflows create cases and routes any tasks to different departments in your organization.
Adjuster activities -- In Individual Life Claims, if you have the sn_ins_claim_indl.dbn_adjuster role you can view a summary of your claims work in the landing page. You can work on your claim tasks from the claim workspace.
Manage an Individual Life Claims case -- Review claims in a case to verify the documents, evaluate the claim coverages, determine the claim payment details, and approve the settlement for a claim.
Approve a reserve or payment amount -- Approve an assigned claim reserve or a payment amount that is higher than an adjuster's approval authority for Individual Life Claims cases.
Create an ad-hoc task on a claim -- Create a task in a Individual Life Claims case to help prioritize, check the case progress, and plan your claim work. An example is that you can request additional supporting documentation.
Claim Task form fields -- This section describes the claim task form, which displays the information about the claims tasks, which are created and assigned to users to complete the work to resolve the insurance claims.
Use Agent assist to view associated claims -- View the associated claims and relevant knowledge articles by using the Agent assist contextual search. You can find related information on your Individual Life Claims case to assist in understanding and completing your case.
Reference -- Learn about the components and properties that are installed with the Individual Life Claims application.
Domain separation and Individual Life Claims -- If any conkeyrefs are broken, re-add them from the doc/source/reuse/domain-separation/domain-separation-overview.dita file.In the short description, edit the first sentence to state whether domain separation is supported or not and add the application name. Keep the conkeyref at the end that describes domain separation.Domain separation is supported for the Individual Life Claims application. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
Insurance claims -- The ServiceNow Insurance claims application provides a flexible framework that enables you to set up a comprehensive end-to-end claims workflow easily. A travel insurance claim flow is included as an example in this application.
Explore -- Learn how to create and configure a claims workflow for your organization by using the Insurance claims application. Your first notice of loss (FNOL) representatives, adjusters, processors, and managers can use this claims workflow to create and manage claims.
Configure -- Plan and configure your implementation of the Insurance claims application by following the tasks in the configuration overview.
Install Insurance claims -- If you have the admin role, you can install the Insurance claims application (sn_ins_gen_claim). The application includes demo data and installs related ServiceNow Store applications and plugins that aren’t already installed.
Setting up the customer data for Insurance claims -- Before using the Insurance claims application, make sure that you have the customer data for your individual and business customers on your instance so that you can associate the policies with your customers and create incidents for them.
Setting up the policy data for Insurance claims -- Set up the policy data for the Insurance claims application by importing the policy data into your instance, or by using remote tables to reference the policy data.
Insurance product models -- Use an insurance product model to customize the essential features, terms, conditions, and coverages that an insurance policy offers by using the Insurance claims application. You must first establish an insurance product model before you can create an insurance policy.
Create an insurance product model -- Create an insurance product model for an insurance policy that is sold to a customer by using the Insurance claims application. The insurance product model defines the product type, which customers that the policy is for, and the coverage specifications.
Coverage specification -- Learn how an insurance policy defines the specific protections or risk coverages for your customers by using the Insurance claims application.
Create a coverage specification -- Create a coverage specification in the Insurance claims application so that you can outline the scope and limits of the protection that is provided by an insurance policy.
Link coverage types and options to a coverage specification -- Link the coverage types and coverage options to a coverage specification in the Insurance claims application. This way, you associate all the available coverage types and options to the coverage specification and define the protections and risks that are covered by an insurance policy.
Setting up an insurance policy for Insurance claims -- Learn how to set up an insurance policy by using the Insurance claims application. Each new type of insurance policy requires that you create a dedicated table for that specific insurance policy type.
Insurance policies in Insurance claims -- In Financial Services Operations, the Insurance Policy (sn_bom_ins_policy) table is the base table for all insurance policies. Whenever a new type of policy is introduced in Insurance claims, you create a dedicated table for that insurance policy type.
Create an insurance policy table -- Create a table that extends the Insurance Policy (sn_bom_ins_policy) table in the Insurance claims application. You use this table to hold all the information about insurance policies of a particular type that you sold to your customers. Creating tables helps to ensure that each type of policy is properly organized and maintained within the system.
Create a role to access insurance policy tables -- Create a role to enable an authorized agent to access tables that extend the Insurance Policy (sn_bom_ins_policy) table by using the Insurance claims application. By creating a role, you ensure that only authorized agents can view the policies that are relevant to their roles.
Create an access control list for an insurance policy table -- Create an access control list (ACL) for a table that extends the Insurance Policy (sn_bom_ins_policy) table by using the Insurance claims application. By creating an ACL, you ensure that users with specific roles can interact with tables for a particular insurance policy.
Grant roles with access to an insurance policy table -- Grant the Insurance claims contributor (sn_ins_gen_claim.fnol_representative) and agent (sn_ins_gen_claim.processor) roles with access to an insurance policy table by using the Insurance claims application. This way, the users with these roles can view the policy details when they’re processing claims.
Create an insurance policy -- Create a policy record in the system that represents the agreement between the insurance provider and the customer by using the Insurance claims application.
Apply coverages to an insurance policy -- Define the coverages for an insurance policy by using the Insurance claims application. You can define what coverages types and coverage options apply to a customer's insurance policy.
Add a related list to an insurance product model -- Add a related list of an insurance policy table to an insurance product model table by using the Insurance claims application. Adding a related list displays the customer insurance policies for a particular insurance product.
Policy snapshots in Insurance claims -- Learn how a claim in the Insurance claims application is driven by the policy snapshot throughout its life cycle. The Policy Snapshot table stores a copy of an insurance policy that can be used in a claims case.
Create a service definition for Insurance claims -- Create a service definition for each claim type in your Insurance claims workflow. You can also create a service definition to generate adjuster tasks in the workflow.
Link the product model and claim case service definition -- Link the insurance product model and claim case service definition by using the Insurance claims application. Without this link, the system doesn’t know which policies are relevant to the case service definition.
Add a document list definition to a service definition -- Add a document list definition to a service definition by using the Insurance claims application so that you can define the required documents that a customer needs to provide for a particular claim.
Claim incidents -- You can create a Claim Incident [sn_ins_claim_property] table that records the details of a particular claim in the Insurance claims application.
Create a Claim Incident table -- Create a Claim Incident [sn_ins_claim_property] table for your business needs and the type of claims that you’re processing by using the Insurance claims application.
Create roles for a claim incident table -- Create roles to access claim incident tables by using the Insurance claims application. This way, you can ensure that only authorized users can access the claim incidents that are relevant to their roles.
Create an access control list for a claim incident table -- Create an access control list (ACL) for a claim incident table by using the Insurance claims application. By creating an ACL, you ensure that users with specific roles can interact with tables for particular claim incidents.
Grant roles with access to claim incident tables -- Grant the sn_bom.fnol_representative and sn_ins_gen_claim.processor roles with access to a claim incident table by using the Insurance claims application. This way, the users with these roles can read and write entries in a claim incident table during the claim creation process.
Claim Incident Configuration table -- Associate the service definition of a case with the incident and adjuster task service definitions by using the Claim Incident Configuration [sn_ins_claim_incident_config] table in the Insurance claims application.
Automating claims processes using decision tables -- You can apply the decision table rules and subflow or flow that executes the decision table to automate claims processes in the Insurance claims application.
Use claim automation decision tables -- Use decision tables to define the claim automation rules in the Insurance claims application. You can review and update these rules to suit your claims workflow.
Manage the Archive Claim Case rule -- Manage the archive rule that is provisioned in the Claim Case [sn_ins_gen_claim_case] table of the Insurance claims application so that your organization can meet your claim case archiving requirements.
Use -- Learn which roles use the Insurance claims application to create, investigate, and manage an insurance claim from the first notice of loss (FNOL) to claim closure.
Insurance claims landing pages and workspaces -- In the Insurance claims application, you can view summaries of your claims work in the landing page. You can also work on your claim tasks from the claim workspace.
Initiate an Insurance claims case -- Initiate an Insurance claims case on behalf of a claimant by using the Insurance claims application. When a customer calls in to report a claim, a claim intake specialist follows this procedure to capture important details and initiate a case.
Process an Insurance claims case -- Process claims cases in the Insurance claims application. As a claims processor, you can review and verify insurance claims, complete the fulfillment tasks after an adjuster's evaluation, and close a claim.
Work on Insurance claims adjuster tasks -- Review a claim to verify the documents, evaluate the claim coverages, determine the claim payment details, and approve the settlement for a claim.
Approve a reserve or payment amount for a claim case -- Approve an assigned claim reserve or a payment amount that is higher than an adjuster's approval authority for Insurance claims cases. A reserve or payment may be rejected if the requested amount doesn't support the findings from the claim investigation.
Discuss an Insurance claims claim -- Discuss details of an Insurance claims case with additional users that have access to the claim record. Use this feature to collaborate with other Insurance claims users and create or view an ongoing sidebar discussion for a case.
Domain separation and Insurance claims -- If any conkeyrefs are broken, re-add them from the doc/source/reuse/domain-separation/domain-separation-overview.dita file.In the short description, edit the first sentence to state whether domain separation is supported or not and add the application name. Keep the conkeyref at the end that describes domain separation.Domain separation is supported for Insurance claims. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
Common applications -- Financial Services Operations (FSO) creates efficiencies through shared services used by multiple applications and workflows.
Complaint Management -- The ServiceNow Financial Services Complaint Management application is a solution in Financial Services Operations that enables financial organizations to quickly and efficiently resolve customer complaints. This solution automates processes that facilitate cross-departmental collaboration and enable everyone to monitor and track complaint status, from initiation to resolution.
Explore -- You can use ServiceNow Financial Services Complaint Management to manage a streamlined resolution of complaints within the complaint servicing team, or to route to business units (BUs) for decisioning and response.
Data model -- The Financial Services Complaint Management data model provides a framework that is used in the complaint management workflow.
Install -- You can install the Financial Services Complaint Management application (sn_bom_compl) if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.
Configure -- Review the components that are installed with the Financial Services Complaint Management application and modify as needed for your organization's business needs.
Response templates -- Create or modify a response template to define a reusable message that can be copied to complaint case or task forms to provide quick and consistent messages to customers.
Regulation categories and subcategories -- Configure regulation categories and subcategories to be used in the complaint service cases that have regulatory impact.
Use -- Learn how branch workers and agents use the Financial Services Complaint Management application to initiate, research, and resolve the complaints cases.
Workflow example -- The Financial Services Complaint Management application installs an automated workflow for complaint servicing. This workflow enables intake of complaints and routing of cases and tasks to different departments, including the complaint, quality control, and business unit specific agents. The workflow applies to both business and personal complaint service requests.
Work on a complaint case -- Work on a complaint case to provide additional information, ensure that any outstanding tasks are completed, and resolve the customer complaint.
Complaint case field descriptions -- Complaint cases help the complaint agents resolve complaint service requests that they receive from the customers.
Work on a complaint task -- Work on a complaint task to perform a legal review or to provide business unit inputs for the associated complaint service case.
Work on a quality control task -- Work on a quality control task to review the complaint details and complaint agent's response for the case. You can approve or reject the task based on your review.
Analytics -- Financial Services Complaint Management contains a preconfigured dashboard with actionable data visualizations that can help your organization improve your business processes and quantify the value of self-service.
Reference -- Learn about the components, such as the roles, tables, plugins, and store applications, that are installed when you install the Financial Services Complaint Management application.
Components installed -- 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.
Customer Lifecycle Operations -- ServiceNow Financial Services Business Lifecycle and ServiceNow Financial Services Client Lifecycle are a pair of applications in ServiceNow Customer Lifecycle Operations that offer management and oversight of the customer lifecycle process and services. These solutions provide streamlined workflows to gather information, verify identity documentation, and approve potential customers for banking services.
Explore -- You can use Financial Services Customer Lifecycle Operations to simplify and streamline the management of business and consumer accounts throughout their entire customer life cycle.
Install -- Start setting up your implementation for Financial Services Customer Lifecycle Operations by installing the application for Business Lifecycle or Client Lifecycle.
Business Lifecycle -- You can install the Financial Services Business Lifecycle application (sn_bom_clo_b2b) if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.
Client Lifecycle -- You can install the Financial Services Client Lifecycle application (sn_bom_clo_b2c) if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.
Configure -- Review the components that are installed with the application. Components can be modified according to your organization's business needs.
Use -- Learn how branch workers and agents use the Financial Services Customer Lifecycle Operations application to create, document, and resolve the new account creation process.
Workflows -- Financial Services Customer Lifecycle Operations (CLO) installs automated workflows for reviewing and approving customer account applications. These workflows create cases and route tasks to different agents, including KYC, document, tax, and credit agents.
Onboarding workflows -- Learn how agents, using the onboarding workflows, handle the onboarding process for new accounts, contacts, and consumers.
Address change workflow -- Learn how agents, using the Address change workflow, resolve service requests for a change in customer's address. The workflow applies to both business and personal CLO service requests.
Name change of customer workflow -- Learn how agents, using the Name change workflow, resolve service requests for a change in customer's name. The workflow applies to Client Lifecycle service requests.
Update KYC workflow -- Learn how bank agents, using the Update KYC workflow, proactively contact a customer to update the KYC. The workflow applies to both business and personal CLO service requests.
Notice of death workflow -- Learn how agents, using the Notice of death workflow, manage a deceased client's financial accounts. The workflow applies to Client Lifecycle service requests.
Create a case -- Begin the Customer Lifecycle Operations application process by creating a CLO case for review.
Create a contact -- Add important contacts to a client's application. This activity creates a child case that manages the contact creation process.
Submit an application -- Collect all required applicant information and submit an application for a new account.
Verify client documentation -- Work on a document task to manage and track required documents for a Customer Lifecycle Operations service case.
Perform Due Diligence -- Complete due diligence tasks to evaluate the eligibility of new account applications. Multiple agents can complete separate tasks concurrently.
Activate an account -- Complete the new account application process and send any necessary documentation to the new account holder.
Analytics -- Financial Services Customer Lifecycle Operations contains preconfigured dashboards with actionable data visualizations that can help your organization improve your business processes and quantify the value of self-service.
Reference -- Learn about the components, such as the roles, tables, plugins, and store applications, that are installed when you install the Financial Services Business Lifecycle application and the Financial Services Client Lifecycle application.
Components installed with Business Lifecycle -- Several types of components are installed with the activation of the Financial Services Business Lifecycle (sn_bom_clo_b2b) plugin, including tables and user roles. The application also installs related plugins and store applications if they are not already installed.
Components installed with Client Lifecycle -- Several types of components are installed with the activation of the Financial Services Client Lifecycle (sn_bom_clo_b2c) plugin, including tables and user roles. The application also installs related plugins and store applications if they are not already installed.
Know Your Customer -- The ServiceNow Financial Services Know Your Customer application works with other Financial Services Operations applications to verify an applicant's identity and evaluate their eligibility.
Explore -- Use Financial Services Know Your Customer to verify applicant identity and minimize risk to your organization.
Configure -- Review the components that are installed with the Financial Services Know Your Customer (KYC) application. You can modify the components as needed for your organization's business needs.
Reference -- Several types of components are installed with activation of the Financial Services Know Your Customer (com.sn_bom_kyc) plugin, including tables and user roles.
Credit Operations -- With Financial Services Credit Operations application, you can manage middle and back office tasks that are assigned to the Credit Risk Assessment team across any Financial Services workflow.
Components installed -- Several types of components are installed with the installation of the Financial Services Credit Operations application, including tables and user roles.
Developer resources -- ServiceNow Financial Services Operations (FSO) enables financial services institutions (FSIs) to securely automate core operational processes through pre-built digital applications and workflows. FSO connects operations across all departments—front, middle, and back-office—for financial institutions with a single platform.
Using case types and service definitions in FSO -- You can use case types and service definitions to define the processes and data needed to resolve customer issues in Financial Services Operations (FSO). The topics in this section provide an overview and discuss choosing which implementation to use in various situations.
Case Types in FSO -- Learn about case types, how they’re structured, and how they’re used in Financial Services Operations (FSO).
Extending FSO Case Types -- You can extend from existing case types that are provided in Financial Services Operations (FSO) applications, enabling you to take advantage of prebuilt roles, business rules, and other business logic.
Creating FSO Case Types -- If you need a new case type that can't be extended from an existing application, you can create one by extending the FSO Base Case (sn_bom_case) table.
Service Definitions in FSO -- A service definition describes a service that a financial institution offers to support a product that they sell. Service definitions work with case types to provide different types of support inquiries and unique request and fulfillment processes. In FSO, a sample list of service definitions is preconfigured for each product and line of business.
Remote Data Options for Remote Tables -- Understand the different approaches of implementing remote tables, and the advantages and disadvantages of each.
Choosing an Integration Approach -- You have several options to integrate your data with your platform. Review the Integration Guidance decision matrix to determine which is the best approach for your needs.
Working with ServiceNow REST APIs -- Financial Services Operations (FSO) leverages the REST Table API to enable external sources, such as bank applications, to interact with the FSO data stored on a ServiceNow instance. The Table API provides endpoints that enable you to perform all CRUD operations (create, read, update, and delete) on your FSO centric tables from an external source.
Integration use cases -- There are numerous ways to integrate with FSO depending on your company's needs. This section describes some of the more common of these integration use cases. You can deploy each of these use cases on their own or you can combine them to meet your specific needs.
Lookup remote information in the system of record -- This use case illustrates how to use a REST API call to lookup financial transaction details for a customer’s mortgage account on a remote banking system (system of record).
Agent submitting a case -- This use case illustrates how to enable an agent to submit a case for a known customer.
External systems submitting a case request -- This use case illustrates how the ServiceNow Financial Services Operations (FSO) product can receive case requests from an external system, such as online or mobile banking application, core banking systems, or other CRM tools.
Setting up a remote table integration -- This use case illustrates how an agent at a financial institution can access individual consumer, bank account, and transactional data that resides in a third-party external system. This integration methodology can apply across industries, such as integrating to a policy administration system in insurance.
FSO table definitions -- The Financial Services Operations (FSO) product provides multiple tables that you can leverage within your custom FSO applications. This section identifies the most frequently used of these tables and defines the fields contained within them.
Platform Analytics -- The Platform Analytics Solution contains prepackaged Performance Analytics content that you can use with other ServiceNow AI Platform products. The solution provides you with data visualizations that help you to improve your business processes and quantify the value of your self-services.
Business Deposit Operations dashboard -- With the Financial Services Business Deposit Operations dashboard, you can get an insight into how your team and business are performing for deposit service requests received for your financial services. You can monitor the status of deposit service cases, see trends, and drill down into the details from a single view.
Business Loan Operations -- With the Financial Services Business Loan Operations dashboard, you can get an insight into how your team and business are performing for business loan cases. You can monitor the status of loan cases, see trends, and drill down into the details from a single view.
Business Lifecycle Operations -- With the Business Lifecycle Operations dashboard, you can get insight into how your team and business are performing for the business lifecycle cases.
Complaint Management -- With the Financial Services Complaint Management dashboard, you can get an insight into how your team and business are performing for the complaints that were received for your financial services. You can monitor the status of the complaint service cases, see trends, and drill down into the details from a single view.
Commercial Lines Claims -- With the Commercial Lines Claims dashboard, you can get an insight into how your team and business are performing for the personal policy service requests that were received for your insurance services.
Commercial Lines Servicing -- With the Commercial Lines Servicing dashboard, you can get an insight into how your team and business are performing for the personal policy service requests that were received for your insurance services.
Client Lifecycle -- With the Financial Services Client Lifecycle dashboard, you can get insight into how your team and business are performing for the client lifecycle cases.
Dispute Management -- With the Dispute Management dashboard, you can get an insight into how your team and business are performing for the card service requests that were received for your financial services.
Group Life Servicing -- With the Group Life Servicing dashboard, you can get an insight into how your team and business are performing for the group policy service requests that were received for your insurance services.
Individual Life Servicing -- With the Individual Life Servicing dashboard, you can get an insight into how your team and business are performing for the individual policy service requests that were received for your insurance services.
Payment Operations -- With the Financial Services Payment Operations dashboard, you can get an insight into how your team and business are performing for payment inquiries, claims, and debits.
Personal Deposit Operations -- With the Financial Services Personal Deposit Operations dashboard, you can get an insight into how your team and business are performing for the deposit service requests received for your financial services. You can monitor the status of the deposit service cases, see trends, and drill down into the details from a single view.
Personal Lines Claims -- With the Personal Lines Claims dashboard, you can get an insight into how your team and business are performing for the claim service requests that were received for your personal lines policies.
Personal Lines Servicing -- With the Personal Lines Servicing dashboard, you can get an insight into how your team and business are performing for the personal policy service requests that were received for your insurance services.
Personal Loan Operations -- With the Financial Services Personal Loan Operations dashboard, you can get an insight into how your team and business are performing for the personal loan cases. You can monitor the status of loan cases, see trends, and drill down into the details from a single view.
Treasury Operations -- With the Financial Services Treasury Operations dashboard, you can get an insight into how your team and business are performing for the treasury service requests that were received for your financial services.
Process Mining for FSO -- The Financial Services Operations Process Mining Content Pack has preconfigured Process Mining models for Financial Services Operations processes that help analysts and process owners analyze how effective their business processes are.
Now Assist for FSO -- Use the ServiceNow Now Assist for Financial Services Operations (FSO) application to leverage AI skills and agentic workflows to automate your financial operations processes.
Explore -- With the Now Assist for Financial Services Operations (FSO) application, use AI skills and agentic AI to summarize case and customer details, enhance disputes intake with Disputes intake via Virtual Agent, and leverage agentic workflows and AI agents to automate dispute resolution.
Configure -- Plan and configure your implementation of Now Assist for FSO. Follow the tasks listed in the configuration topics for the capabilities that you want to activate.
Configure AI skills -- Configure Now Assist skills for Financial Services Operations to enable AI-powered capabilities such as case summarization, disputes intake, and customer profile summarization. Use this overview to identify and complete the configuration tasks for your deployment.
Case summarization -- If you have the admin role, you can configure the Now Assist for Financial Services Operations (FSO) application so that your agents can use case summarization skills in Financial Services Workspace and Core UI.
Disputes intake via Virtual Agent -- If you have the admin role, you can configure Disputes intake via Virtual Agent in Now Assist for Financial Services Operations (FSO). This provides a conversational experience for your customers to submit card disputes.
Customize the Virtual Agent topic -- Review and modify the Virtual Agent topic in Disputes intake via Virtual Agent. Learn how the conversation workflow functions, and modify it for your own needs.
Banking customer profile summarization -- Configure the Customer Profile Summarization skill in Now Assist for FSO to enable AI-powered summaries of banking customer information in Agentic Contact Center for Banking.
Banking customer interaction context summary -- Configure the customer interaction context summary skill in Now Assist for FSO to enable AI-powered summaries when initiating a banking customer interaction in Agentic Contact Center for Banking.
Insurance customer profile summarization -- Configure the Insurance Customer Profile Summarization skill in Now Assist for FSO to enable AI-powered summaries of insurance customer information in the Customer 360 page of Agentic Contact Center for Insurance.
Insurance interaction context summary -- Configure the Insurance interaction context summary skill in Now Assist for FSO to enable AI-powered real-time summaries of insurance customer interactions in the Interaction page of Agentic Contact Center for Insurance.
Configure agentic workflows -- Activate and modify agentic workflows for Now Assist for FSO in AI Agent Studio.
Configure AI agents -- Configure Financial Services Operations AI agents to define their tools, access controls, triggers, and active status. You can also review Knowledge Graph tag records that supply structured and unstructured data to improve AI agent performance.
Use generative AI -- Use generative AI skills to summarize cases and customer profiles for banking and insurance customers with Now Assist for FSO. Customers can also use Disputes intake via Virtual Agent to submit card disputes.
Summarize a dispute or claims case -- Generate a summary from the defined fields on the case record and quickly understand the case context by using the case summarization skill in the Now Assist for Financial Services Operations (FSO) application.
Summarize banking customer profile -- Use the Customer Profile Summarization skill to generate an AI-powered overview of a customer's status and information within the Customer 360 page in Agentic Contact Center for Banking. This feature helps customer service representatives quickly understand a customer's status to provide personalized, real-time support.
Summarize banking customer context -- The Customer Interaction Context Summary skill is used in the Interaction page. It automatically generates a structured summary of customer service interactions, helping banking service representatives quickly understand customer context and interaction history.
Summarize an insurance customer profile -- Generate an AI-powered summary of an insurance customer's profile and policy status in the Agentic Contact Center for Insurance Customer 360 page so that you can quickly understand the customer's insurance relationship before or during a service interaction.
Summarize an insurance customer interaction -- Use the Insurance interaction context summary skill in the Interaction page of Agentic Contact Center for Insurance to generate an AI-powered summary of a customer's insurance context, recent cases, and the reason for their call so that you can provide faster, more informed service during a live interaction.
Request generative AI in Now Assist panel -- Request the contextual generative AI capabilities, such as a case summary, in the Financial Services Operations (FSO) application by using the conversational interface in the Now Assist panel.
Submit a dispute case with Disputes intake via Virtual Agent -- Create a new dispute case using the Disputes intake via Virtual Agent skill in the Now Assist for Financial Services Operations (FSO) application. Customers can interact with a Virtual Agent chat, which collects and infers details from customer responses.
Resume a dispute case as an agent -- As an agent, you can resume a card dispute case when a customer leaves a Virtual Agent chat in Disputes intake via Virtual Agent without submitting the dispute. Pick up where the customer left off and complete the details of the dispute case.
Resume a dispute case as a customer -- Learn how a customer can resume a card dispute case in Disputes intake via Virtual Agent when they close a Virtual Agent chat before submitting the case.
Use agentic AI -- Leverage FSO's agentic workflows and AI-driven agents to transform financial services operations, streamlining processes, accelerate dispute resolution, and empower human agents with intelligent, context-aware assistance.
Agentic workflows in FSO -- Use FSO agentic workflows and AI agents to improve and enhance financial services processes.
Help resolve friendly fraud disputes agentic workflow -- Use this agentic workflow to assist human agents with analyzing friendly fraud cases, selecting a course of action, and drafting a decision response to customers.
Resolve friendly fraud using agentic AI -- Resolve friendly fraud by using the friendly fraud AI agent to determine the actions to take for the disputed amount, the customer relationship, and assessing the outcome of the detection logic to evaluate the results.
AI agents in FSO -- Use AI agents in FSO to accelerate dispute resolution and assist with front-office customer servicing. These agents automate routine steps and provide recommendations, keeping humans in the loop for final decisions.
ACH dispute AI agents overview -- Agentic AI streamlines ACH dispute resolution by automating merchant analysis, Nacha eligibility checks, ACH dispute return recommendations, and communications with customers or ODFI (Originating Depository Financial Institution). This solution enhances efficiency, accuracy, and conformance, enabling financial institutions to resolve ACH disputes faster, reduce errors, and improve customer satisfaction.
Merchant analysis with AI agent -- The Merchant analysis for disputes AI agent checks the credibility of the merchant in the context of the dispute, based on ratings and reviews from web search. If a web search returns no results for a merchant, then the merchant is classified as not credible.
Nacha operating guidelines with AI agent -- The Nacha operating guidelines check AI agent verifies if a disputed ACH transaction qualifies for return under Nacha rules by checking required documents such as a valid Written Statement of Unauthorized Debit (WSUD) and ensuring actions occur within allowed time frames.
Review ACH dispute return recommendation -- The ACH dispute return recommendation AI agent analyzes disputed transactions based on merchant analysis and Nacha eligibility. The agent recommends actions based on historical data, and applies predefined rules when data is limited.
Dispute communication AI agent -- The Dispute communication AI agent automatically picks the appropriate email template for customer communication, including outcomes, denials, and follow-ups based on the transaction details.
Agentic Contact Center for Banking AI agents overview -- Agentic Contact Center for Banking uses AI agents to enhance customer service by providing customer support representatives with intelligent assistance during interactions. The Banking CSR Customer Insights and Banking CSR Support agents help reduce handling time, enable proactive outreach, and deliver personalized customer experiences through AI-driven analysis and contextual insights.
Request support in Banking Interaction page -- Request AI-powered assistance during customer interactions to receive real-time insights, intent identification, and recommended responses. The Banking CSR support AI agent analyzes call context and transcripts to provide next-step guidance and suggested actions within the Interaction page.
Generate customer insights in Banking Customer 360 -- Use the Banking CSR customer insights AI agent in the Customer 360 page to automatically consolidate customer data and generate persona-based insights. These insights help customer service representatives (CSRs) prepare for callbacks, conduct proactive outreach, and identify high-value customers requiring attention.
Agentic Contact Center for Insurance AI agents overview -- Agentic Contact Center for Insurance uses AI agents to enhance customer service by providing insurance customer service representatives with intelligent assistance during interactions. The two key agents—Insurance CSR Customer Insights and Insurance CSR Support—help reduce handling time, enable proactive outreach, and deliver personalized customer experiences through AI-driven analysis and contextual insurance data.
Request support in Insurance Interaction page -- Request AI-powered assistance during insurance customer interactions to receive real-time insights, intent identification, and recommended responses. The Insurance CSR support AI agent analyzes call context and transcripts to provide next-step guidance and suggested actions within the Interaction page.
Generate customer insights in Insurance Customer 360 -- Use the Insurance CSR customer insights AI agent in the Customer 360 page to quickly access and understand a customer's insurance details, including policies, coverages, claims, and servicing history, without navigating away from the workspace.
Reference -- Reference topics provide additional information about administering Now Assist for Financial Services Operations (FSO).
Supporting information for Now Assist for FSO -- Get a quick overview of the important information that is related to the Now Assist for Financial Services Operations (FSO) application.
Domain separation and Now Assist for FSO -- If any conkeyrefs are broken, re-add them from the doc/source/reuse/domain-separation/domain-separation-overview.dita file.In the short description, edit the first sentence to state whether domain separation is supported or not and add the application name. Keep the conkeyref at the end that describes domain separation.Domain separation is supported for Now Assist for Financial Services Operations (FSO). Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.