Components installed with Intelligent Servicing for Fraud

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Components Installed with Intelligent Servicing for Fraud

    The Intelligent Servicing for Fraud (snbomfraud) plugin activates several essential components that enhance fraud management within the ServiceNow platform. These components include user roles, tables, scheduled jobs, and store applications, all designed to streamline the handling of fraud cases and improve response times.

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    Key Features

    • Plugins Installed: The Customer Service plugin enables the extension of tables from Customer Service Management into Financial Services Operations.
    • Store Applications:
      • Financial Services Operations Core: Manages customer data for complaint service requests.
      • Playbooks for Customer Service Management: Visualizes business process workflows for consistent handling of situations.
    • Roles Installed: Several roles are established to manage fraud cases, including:
      • snbomfraud.admin: Manages CRUD operations on fraud cases.
      • snbomfraud.agent: Views and accesses fraud data.
      • snbomfraud.manager: Approves or rejects fraud cases.
      • snbomfraud.agentconnector: Creates and resolves fraud cases.
    • Tables Installed: Key tables include:
      • Fraud Case: Logs alerts from external fraud detection systems and fraud cases reported by customers or regulators.
      • Fraud Task: Tracks tasks related to fraud cases, such as reporting and compliance.
      • Fraud Transaction: Records fraud transaction information and outcomes of triggered business rules.
    • Decision Tables: These include rules for card fraud policies, risk evaluations, and investigation routing, guiding the decision-making process for fraud cases.

    Key Outcomes

    By utilizing the Intelligent Servicing for Fraud components, ServiceNow customers can expect improved efficiency in managing fraud cases, better data tracking, and a more structured approach to compliance and risk assessment. This setup allows for a comprehensive view of fraud operations, ultimately leading to enhanced customer service and fraud management effectiveness.

    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 .
    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.