Components installed with Intelligent Servicing for Fraud

  • Release version: Australia
  • Updated March 12, 2026
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    Summary of Components Installed with Intelligent Servicing for Fraud

    The activation of the Intelligent Servicing for Fraud (snbomfraud) plugin installs several critical components, including plugins, tables, user roles, and scheduled jobs, to enhance fraud management capabilities within ServiceNow.

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    Key Features

    • Plugins: The main plugin installed is the Customer Service plugin, which extends Customer Service Management tables into Financial Services Operations.
    • Store Applications: Key applications include:
      • Financial Services Operations Core: Manages customer data for service requests.
      • Playbooks for Customer Service Management: Visualizes business workflows for consistent responses.
    • Roles: Various roles are established for different user functions, such as:
      • snbomfraud.admin: Manages fraud cases (CRUD operations).
      • snbomfraud.agent: Accesses and views fraud data.
      • snbomfraud.manager: Approves or rejects fraud cases.
      • snbomfraud.agentconnector: Collaborates with consumers to resolve cases.
    • Tables: Key tables include:
      • Fraud Case: Stores alerts from fraud detection systems and logs cases.
      • Fraud Task: Manages subtasks related to fraud cases.
      • Fraud Transaction: Records fraud transaction information and outcomes.
    • Decision Tables: Includes rules for:
      • Card fraud policy to assess transaction investigations.
      • Card fraud risk evaluation to gauge transaction risks.
      • Fraud investigation routing for directing cases to appropriate investigators.

    Key Outcomes

    The installation of these components allows ServiceNow customers to effectively manage fraud cases, streamline workflows, and ensure compliance with risk management protocols. Customers can expect improved visibility into fraud operations and enhanced decision-making capabilities for fraud investigations.

    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.

    Plugins installed

    Table 1. Plugins installed with the Intelligent Servicing for Fraud 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 Intelligent Servicing for Fraud application
    Store application Description
    Financial Services Operations Core Stores the customer data that is needed to make complaint service requests. For more information, see Financial Services Operations Core.
    Playbooks for Customer Service Management Provides a way to visualize business process workflows in a simple, task-oriented view, ensuring consistent responses to commonly encountered situations. For more information, see Playbooks for Customer Service Management.

    Roles installed

    Table 3. Roles installed with the Intelligent Servicing for Fraud application

    Role

    Description

    Contains roles

    sn_bom_fraud.admin

    creates, reads, updates, and deletes (CRUD) operations on fraud cases.
    • decision_table_admin
    • sn_bom.service_definition_admin
    • sn_bom_fraud.agent
    • sn_doc_processor.admin

    sn_bom_fraud.agent

    Accesses and views fraud data as a fraud agent.
    • sn_doc_processor.agent
    • 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

    sn_bom_fraud.viewer

    Grants access to view fraud cases.
    • 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

    sn_bom_fraud.manager

    Approves or rejects fraud cases.

    sn_bom_fraud.agent

    sn_bom_fraud.contributor

    Creates a fraud case on behalf of the customer.
    • sn_bom.account_viewer
    • sn_doc_processor.collector
    • sn_bom.ref_data_viewer
    • sn_bom.service_viewer
    • sn_bom.service_definition_read
    • sn_sla_definition_read
    • sn_bom.credit_card_account_viewer
    • sn_customerservice.csm_workspace_user
    • sn_bom.deposit_account_viewer
    • sn_bom.b2b_credit_card_account_viewer

    sn_bom_fraud.agent_connector

    Creates, views, and edits fraud cases and works with consumers to resolve cases.
    • sn_doc_processor.agent
    • 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

    Tables installed

    Table 4. Tables installed with the Intelligent Servicing for Fraud application
    Table Description
    Fraud Case

    [sn_bom_fraud_case]

    Stores all alerts that are flagged by the external fraud detection systems. This table is also used to log and investigate fraud cases that are reported by customers or by external entities such as the law enforcement agency or regulators in a country.

    The Fraud Case table extends the Financial Services Base table. Services Base table extends the Case [sn_customerservice_case] table.
    Fraud Task

    [sn_bom_fraud_task]

    		 Stores all fraud tasks. This table is used by fraud agents as a subtask to complete their fraud cases. For example, write off and report to risk and compliance.

    The Fraud Task table extends the Financial Task [sn_bom_task] table.
    Fraud Transaction

    [sn_bom_fraud_transaction]

    		 Stores the fraud transaction information and outcome of business rules that are triggered at various stages in the life cycle of the case.

    Decision tables installed

    Table 5. Decision tables installed with the Intelligent Servicing for Fraud application
    Name Description
    Card fraud policy rules Rules to decide whether investigation is allowed for a transaction and to determine its associated customer liability.
    Card fraud risk evaluation rules Rules to determine risk associated with a transaction.
    Fraud investigation routing rules Rules to decide whether to route case to Fraud investigator group or not.