Components installed with Intelligent Servicing for Fraud

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Components installed with Intelligent Servicing for Fraud

    The Intelligent Servicing for Fraud (snbomfraud) plugin enhances your ServiceNow platform by installing various components essential for managing fraud cases. This includes plugins, roles, tables, and decision tables, all designed to support effective fraud detection and response processes.

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    Key Features

    • Plugins Installed: The main plugin, Customer Service, extends Customer Service Management tables into Financial Services Operations.
    • Store Applications:
      • Financial Services Operations Core: Manages customer data for complaint service requests.
      • Playbooks for Customer Service Management: Visualizes workflows to ensure consistent handling of common situations.
    • Roles Installed: Various roles facilitate user access and operations, including:
      • snbomfraud.admin: Manages fraud cases.
      • snbomfraud.agent: Accesses and manages fraud data.
      • snbomfraud.manager: Approves or rejects fraud cases.
      • snbomfraud.agentconnector: Collaborates with consumers to resolve cases.
    • Tables Installed:
      • Fraud Case: Stores alerts from fraud detection systems and logs fraud cases.
      • Fraud Task: Manages subtasks for fraud agents related to fraud cases.
      • Fraud Transaction: Captures transaction details and outcomes linked to fraud cases.
    • Decision Tables Installed:
      • Card Fraud Policy Rules: Evaluates if investigations should occur and assesses customer liability.
      • Card Fraud Risk Evaluation Rules: Determines the risk level of transactions.
      • Fraud Investigation Routing Rules: Decides routing of cases to fraud investigators.

    Key Outcomes

    With the Intelligent Servicing for Fraud components, ServiceNow customers can efficiently manage fraud cases, ensure compliance, and enhance customer service responses. The integration of various roles and tables allows for streamlined workflows and better fraud detection, ultimately leading to improved operational efficiency and customer satisfaction.

    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.