Components installed with Financial Services Card Operations

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read
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    Summary of Components Installed with Financial Services Card Operations

    The Financial Services Card Operations application installs several essential components, including user roles, plugins, store applications, and tables, which enhance functionality for credit card operations and dispute management. This setup enables streamlined operations in financial services, particularly in Australia, and is designed for easy integration into existing systems.

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    Key Features

    • Plugins: The application installs the Customer Service plugin which allows the extension of tables from Customer Service Management into the Financial Services Operations applications.
    • Store Applications: Key store applications include:
      • Financial Services Operations Core: Manages customer data for credit card requests.
      • Financial Services Credit Operations: Facilitates management of Credit Risk Assessment tasks.
      • Guided Decisions Experience: Provides Guided Decisions features for enhanced decision-making.
      • Document Processor: Manages document service tasks related to card operations workflows.
    • Roles: A variety of roles are installed, including:
      • Credit Card Admin: Manages credit card roles and data access.
      • Credit Card Agent: Views and manages credit card cases.
      • Credit Card Contributor: Submits requests and tracks case status.
      • Card Dispute Manager: Oversees dispute management functions and analytics.
    • Tables: Important tables include:
      • Card Base: Extends the Case table for credit card services.
      • Credit Card Service: Stores all credit card service cases.
      • Dispute Service: Manages dispute service cases and transactions.

    Key Outcomes

    The installation of these components allows ServiceNow customers to efficiently manage credit card operations, enhance customer service, and streamline dispute resolutions. By integrating these features, organizations can expect improved workflow management, better data handling, and a more cohesive approach to financial services operations.

    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.

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

    Demo data is available for this application.

    Plugins installed

    Table 1. Plugins installed with the Financial Services Card Operations application
    Plugin Description
    Customer Service

    [com.sn_customerservice]

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

    Store applications installed

    Table 2. Store applications installed with the Financial Services Card Operations application
    Store application Description
    Financial Services Operations Core Stores the customer data that is needed to make credit card requests. For more information, see Financial Services Operations Core.
    Financial Services Credit Operations Enables management of Credit Risk Assessment tasks that are used in the card operations workflows. For more information, see Components installed with Financial Services Credit Operations.
    Guided Decisions Experience Allows customers to use Guided Decisions with Playbooks, Recommended Actions, and other features. For more information, see Configuring Guided Decisions
    Document Processor Enables management of document services tasks that are used in card operations workflows. For more information, see Integrating with Document Processor.

    Roles installed

    Table 3. Roles installed with the Financial Services Card Operations application
    Role title [name] Description Contains roles
    Credit card admin

    [sn_bom_credit_card.admin]

    		 Application-specific system administrator role that can:
    • Grant card operations roles
    • Delete credit card cases and tasks
    • Has read, write, and create access to credit card data.
    Note:
    The sn_bom.admin role contains the sn_bom_credit_card.admin role when the Financial Services Card Operations application is installed.
    		 sn_bom_credit_card.agent
    Credit card agent

    [sn_bom_credit_card.agent]
    • View the overall status of credit card cases
    • Work on credit card cases and tasks
    • sn_ind.write
    • sn_bom_credit_asmt.viewer
    • sn_bom_credit_card_account.viewer
    • sn_bom_document.viewer
    • sn_esm_agent
    Credit card contributor

    [sn_bom_credit_card.contributor]
    • Submit credit card requests
    • View the status of credit card cases, credit assessment tasks, and document services tasks
    • Work on credit card case and collect inbound documents for accounts managed by them till the New stage
    Important:
    For the contributor role to work, it must be combined with one of the CSM Contributor users roles. For more information, see Roles and Personas.
    • sn_sla_definition_read
    • sn_bom.b2c_contributor
    • sn_bom_credit_asmt.b2c_viewer
    • sn_bom_credit_card_account.viewer
    • sn_bom_document.b2c_viewer
    • sn_customerservice.csm_workspace_user
    Credit card agent connector

    [sn_bom_credit_card.agent_connector]
    • Submit credit card requests
    • Work on credit card and tasks to fulfil card requests for accounts managed by them
    Important:
    For the agent connector role to work, it must be combined with one of the CSM industry data model roles. For more information, see Roles and Personas.
    • sn_sla_definition_read
    • sn_bom_credit_asmt.b2c_viewer
    • sn_bom.viewer
    • sn_bom_credit_card_account.viewer
    • sn_bom.agent
    • sn_bom_document.b2c_viewer
    • sn_customerservice.csm_workspace_user
    Credit card viewer

    [sn_bom_credit_card.viewer]

    		 View credit card cases and related data
    • sn_ind.write
    • sn_customerservice.case_viewer
    • sn_bom.credit_card_account_viewer
    Credit card account viewer

    [sn_bom.credit_card_account_viewer]

    		 View credit card data entities.
    Card dispute manager [sn_bom_credit_card.dispute_manager]
    • Manage dispute functions
    • View the Performance Analytics reports in the dashboard
    • Use Process Mining projects for dispute management processes
    		 sn_bom_credit_card.dispute_agent

    Card dispute agent

    [sn_bom_credit_card.dispute_agent]
    • View status of dispute cases
    • Work on dispute cases and tasks
    • sn_bom.customer_data_viewer
    • sn_bom.account_data_viewer
    • sn_bom.credit_card_account_viewer
    • sn_bom.b2b_agent
    • sn_bom.deposit_account_viewer
    • sn_bom.b2b_credit_card_account_viewer
    • sn_bom.b2c_agent

    Card dispute agent connector

    [sn_bom_credit_card.dispute_agent_connector]
    • Submit dispute requests
    • Work on dispute tasks to resolve requests for accounts managed by them
    Important:
    For the agent connector role to work, it must be combined with one of the CSM industry data model roles. For more information, see Roles and Personas.
    • sn_sla_definition_read
    • sn_bom.customer_data_viewer
    • sn_bom.viewer
    • sn_bom.account_data_viewer
    • sn_bom.credit_card_account_viewer
    • sn_bom.agent
    • sn_bom.deposit_account_viewer
    • sn_bom.b2b_credit_card_account_viewer
    Card dispute viewer

    [sn_bom_credit_card.dispute_viewer]

    		 View dispute cases and related data
    • sn_bom.service_definition_read
    • sn_bom.customer_data_viewer
    • sn_bom.account_data_viewer
    • sn_bom.credit_card_account_viewer
    • sn_bom.deposit_account_viewer
    • sn_bom.b2b_credit_card_account_viewer

    Tables installed

    Table 4. Tables installed with the Financial Services Card Operations application
    Table Description
    Card Base

    [sn_bom_card_base]

    		 Credit Card Service table extends the Card Base table. Card Base table extends the Case [sn_customerservice_case] table.
    Credit Card Service

    [sn_bom_credit_card_service]

    		 Stores all credit card service cases. This table extends the Card Base [sn_bom_card_base] table.
    Credit Card Task

    [sn_bom_credit_card_task]

    		 Stores all credit card tasks. This table extends the Financial Task [sn_bom_task] table.

    Dispute Service

    [sn_bom_credit_card_disputes_service]    		 Stores all dispute service cases. This table extends the Card Base [sn_bom_card_base] table.

    Dispute Task

    [sn_bom_credit_card_disputes_task]    		 Stores all dispute tasks. This table extends the Financial Task [sn_bom_task] table.

    Dispute Transaction

    [sn_bom_credit_card_disputes_transaction]    		 Stores all dispute transactions.

    Visa Dispute Intake

    [sn_bom_visa_cp_visa_dispute_questionnaire]    		 Stores all Visa Dispute Questionnaire questions and responses. Extends the Intake Form [sn_evnt_inq_qtn] table.

    Visa Dispute Cardholder Intake

    [sn_bom_visa_cp_visa_dispute_cardholder_intake]    		 Stores Visa Dispute Questionnaire questions and responses submitted by consumers, such as a dispute playbook on a service portal. See Create a dispute case with Dispute Intake in Portal for more information. Extends the Visa Dispute Intake [sn_bom_visa_cp_visa_dispute_questionnaire] table.