Use

Australia Financial Services Operations
Release
australia
ft:locale
pt-BR
ft:publication_title
Australia Financial Services Operations
ft:clusterId
finso
bundleId
finso
workflow
Customer and Industry
  • Financial Services Operations (FSO)
  • Explore
  • Workspaces
  • User management
  • User roles and FSO Business rules
  • Roles and PersonasFSO roles and personas
  • Data Models
  • Financial Services Operations Core
  • Understanding FSO Core relationships
  • Banking tables
  • Insurance tables
  • Card Disputes
  • Dispute decision tables
  • Payment Card
  • Tables
  • Roles
  • Insurance Claims Core
  • Tables
  • Roles and properties
  • Approval Engine for Reserves and Payments
  • Remote Tables
  • FSO Look Up Client action
  • Components installed
  • Customer Central for FSO
  • Access Customer Central
  • Configure
  • Financial data
  • Branch operations
  • Service definitions
  • Record producers
  • Record producers available in FSO
  • Request types
  • Modify a request type for the Platform UI
  • Flows
  • Designer flows available in FSO
  • Playbooks
  • Playbooks available in FSO
  • CSM Configurable Workspace
  • Assignment rules
  • SLA definitions
  • Groups
  • Integrate
  • Spokes
  • Socure
  • Explore
  • Set up
  • Activate FSO Integration with Socure
  • Activate the Socure spoke from Integration Hub
  • Configuring Financial Services KYC
  • Configure
  • Components installed
  • Jack Henry jXchange
  • Explore
  • Set up
  • Configure
  • Components installed
  • Visa
  • Explore
  • Configure
  • Install Financial Services Operations Integration with Visa
  • Set up Visa Spoke
  • Configure the Visa Queue Scheduler Flow
  • Set up FSO Integration with Visa
  • Reference
  • Components installed
  • Integration with Visa subflows
  • Properties installed
  • Mastercard
  • Explore
  • Configure
  • Install FSO Integration with Mastercard
  • Activate Mastercard Spoke
  • Set up FSO Integration with Mastercard
  • Reference
  • Components installed
  • Integration with Mastercard subflows
  • Mastercard document requirements
  • FRISS
  • Explore
  • Configure
  • Set up
  • Components installed
  • Guidewire
  • Explore
  • Set up
  • Configure
  • Integration with Guidewire subflows
  • Field Service Management
  • Document Intelligence
  • Enable Document Intelligence for FSO
  • Sync types and categories from Document Processor
  • Document Processor
  • Explore
  • Configure
  • Define a document category
  • Associate document types to a document category
  • Create a document list definition
  • Create document list items for a document list definition
  • Use
  • Document Processor workflows
  • Submit a document for verification
  • Work on a document verification task
  • Reference
  • Components installed
  • Domain separation
  • Service Exchange
  • Banking applications
  • Dispute Management
  • Configure
  • Configure intake questionnaire
  • Use
  • Workflow
  • Intake
  • Create a case with portal intake
  • View dispute status in portal
  • Create a case with Virtual Agent intake
  • Create a case with workspace intake
  • Create a case with service catalog
  • Review
  • Processing
  • Dispute agent workspace
  • Dispute manager workspace
  • Use pre-configured email templates
  • Implement 4-eyes policy
  • Resolving disputes with Visa
  • Pre-arbitration and arbitration overview
  • Allocation workflow
  • Collaboration workflow
  • Processing a Visa dispute
  • Investigate
  • Report fraud
  • Block and reissue a new card
  • Issue provisional credit
  • Determine recovery
  • Issue immediate final credit
  • Review alerts
  • Investigate Visa transactions
  • Initiate chargeback
  • Collaboration workflow
  • Initiate chargeback and fill response
  • Associate transaction
  • Review and initiate pre-arbitration
  • Review and create a case filing
  • Review and appeal
  • Review the case filing appeal
  • Convert provisional credit
  • Reverse provisional credit
  • Allocation workflow
  • Initiate chargeback and fill merchant response
  • Review and respond
  • Review and appeal
  • Review the case filing appeal
  • Resolving disputes with Mastercard
  • Processing a Mastercard dispute
  • About Financial adjustments
  • Investigate
  • Report fraud
  • Block and reissue a new card
  • Issue provisional credit
  • Decide chargeback, write off, or denial
  • Alert merchant
  • Investigate the dispute
  • Chargeback
  • Initiate chargeback
  • Review and respond
  • Review chargeback response
  • Review pre-arbitration response
  • Review arbitration response
  • Reverse provisional credit
  • Provide final credit
  • Convert provisional credit
  • Resolving ACH disputes
  • Processing an ACH dispute
  • Evaluate merchant analysis
  • Provide provisional credit
  • Evaluate Nacha operating guidelines
  • Review ACH dispute return recommendation
  • Dispute communication initiation
  • Verify customer supporting documents
  • Verify ODFI supporting documents
  • File ACH return
  • Settle payment with customer
  • Reverse provisional credit
  • Resolving disputes without network integration
  • Investigation
  • Detect friendly fraud
  • Manage communication
  • Report fraud
  • Block and reissue a new card
  • Issue provisional credit
  • Determine recovery
  • Investigate transactions
  • Issue immediate final credit
  • Review alerts
  • Initiating a chargeback
  • Report fraud
  • Initiate chargeback and recover funds
  • Review representment
  • Provide final credit
  • Convert provisional credit
  • Reverse provisional credit
  • Return funds to merchant
  • Closure
  • Card Data Security
  • Explore
  • Configure
  • Install
  • Set up OAuth for Card Data Security
  • Create a JKS file
  • Create an X.509 Certificate
  • Set up a JWT key
  • Set up a JWT Provider
  • Set up an OAuth Provider
  • Set up the Connection & Credential records
  • Set up an OAuth Credential
  • Set up the OAuth Vault API REST message
  • Set up a Token Signer
  • Set up tokenized HTTP connection & credential aliases
  • Set up tokenized REST message
  • Card Data Security container
  • Administer
  • Manage the card vault
  • Manage Tokenizer Resource Configurations
  • Create a tokenizer resource
  • Creating new connections
  • Use
  • Reveal a PAN
  • Manage attachments in Card Data Security
  • Reference
  • Components installed with Card Data Security
  • Domain separation and Card Data Security
  • Dispute Rules Content Pack for Visa
  • Explore
  • Install
  • Configure
  • Use
  • Reference
  • Components installed
  • Domain separation
  • Dispute Rules Content Pack for Mastercard
  • Explore
  • Install
  • Configure
  • Use
  • Reference
  • Components installed
  • Domain separation
  • Dispute Rules Content Pack for Nacha
  • Exploring Dispute Rules Content Pack for Nacha
  • Install
  • Using Dispute Rules Content Pack for Nacha
  • Dispute Rules Content Pack for Nacha reference
  • Components installed with Dispute Rules Content Pack for Nacha
  • Domain separation and Dispute Rules Content Pack for Nacha
  • Dispute Content Pack for US Regulations
  • Explore
  • Install
  • Configure
  • Use
  • Reference
  • Components installed
  • Domain separation
  • Reference
  • Manage the Archive Dispute Service Cases rule
  • Unsupported features in Dispute Management
  • WSUD Troubleshooting
  • Signature activity and WSUD task issues
  • WSUD signing email not sent to customer
  • Unable to sign or submit the WSUD document
  • Upload Document button appears instead of Sign Document button in the WSUD document verification task
  • Card Operations
  • Explore
  • Install
  • Configure
  • Use
  • Assign a card service case
  • Setting up a new credit card account
  • Evaluate the product eligibility
  • Retrieve credit assessment
  • Check the supporting documents
  • Determine the card's terms and conditions
  • File a customer agreement
  • Set up a credit card account
  • Increasing the credit limit
  • Increase the credit limit for a customer
  • Reset the credit limit for a customer
  • Decrease the credit limit
  • Blocking a credit card
  • Block a credit card for a customer
  • Unblock a credit card
  • Close a credit card account
  • Reference
  • Components installed
  • Properties installed
  • Deposit Operations
  • Explore
  • Install
  • Business Deposit Operations
  • Personal Deposit Operations
  • Configure
  • Use
  • Deposit Operations workflows
  • Managing standing orders
  • Managing failed standing orders
  • Managing financial account relationships
  • Originate deposit account
  • Closing deposit account
  • Submitting a deposit service request
  • Create case as a contributor or agent connector
  • Submit a deposit service case for fulfillment
  • Work on a deposit service case
  • Work on a document task to verify documents
  • Work on a deposit task for fulfillment
  • Reference
  • Components installed with Business Operations
  • Components installed with Personal Operations
  • Loan Operations
  • Explore
  • Install
  • Business Loan Operations
  • Personal Loan Operations
  • Configure
  • Use
  • Loan Operations workflows
  • Partial Prepayment
  • Loan Forgiveness
  • Loan Deferment
  • Loan Write off
  • Missed Installment Repayment
  • Covenant Breach
  • Loan Restructure Proposal
  • Loan Drawdown
  • Loan Rollover
  • Submitting a loan service request
  • Submit request as a contributor or agent connector
  • Submit request as a requester
  • Create a credit service case for a covenant breach
  • Work on a loan service case
  • Work on a document task to verify documents
  • Work on a credit task for a loan service case
  • Work on a loan task for a loan service case
  • Analytics
  • Reference
  • Components installed with Business Operations
  • Components installed with Personal Operations
  • Domain separation
  • Payment Operations
  • Explore
  • Install
  • Configure
  • Use
  • Payment Operations workflow
  • Managing payment inquiries
  • Create an inquiry case for an external inquiry
  • Submit an internal inquiry request
  • Assign an inquiry case
  • Investigate an inquiry case
  • Work on an inquiry task
  • Create a claim for an inquiry case
  • Propose a solution for an inquiry case
  • Close an inquiry case
  • Managing payment claims and debit approvals
  • Create a case for an external claim
  • Submit a request for an internal claim
  • Assign a payment claim
  • Work on a claim with an external refund
  • Work on a claim task for an external refund
  • Work on a claim with an internal refund
  • Create a debit approval case for an internal refund
  • Work on a debit approval case to complete a refund
  • Close a claim case
  • Reference
  • Components installed
  • Properties installed
  • Field descriptions for an inquiry case
  • Field descriptions for a claim case
  • Domain separation
  • Treasury Operations
  • Explore
  • Install
  • Configure
  • Use
  • Treasury Operations workflows
  • Create a treasury service case
  • Submit a treasury service case for fulfillment
  • Work on a treasury service case
  • Work on a document task for agreement documents
  • Work on a task for due diligence or fulfillment
  • Analytics
  • Reference
  • Components installed
  • Intelligent Servicing for Fraud
  • Explore
  • Install
  • Configure
  • Assign user roles
  • Use
  • Submit a fraud case request
  • Work on a fraud case for card fraud by alert
  • Work on a fraud case for card fraud
  • Workspace for fraud agent
  • Workspace for fraud manager
  • Analytics
  • Reference
  • Agentic Contact Center for Banking
  • Explore
  • Customer 360 workspace
  • Interaction workspace
  • Install
  • Configure
  • Use
  • View customer accounts and transactions
  • View customer cases
  • Work on an interaction
  • Reference
  • Components Installed with Agentic Contact Center for Banking
  • Insurance applications
  • Property and Casualty Insurance Servicing
  • Personal Lines Servicing
  • Explore
  • Install
  • Configure
  • Use
  • Managing change coverage requests
  • Submit a policy service request
  • Work on a policy service case
  • Work on an insurance underwriting task
  • Work on a document task to verify policy docs
  • Analytics
  • Reference
  • Components installed with Personal Servicing
  • Components installed with Personal Underwriting
  • Commercial Lines Servicing
  • Explore
  • Install
  • Configure
  • Use
  • Managing change coverage requests
  • Submit a policy service request
  • Work on a policy service case
  • Work on an insurance underwriting task
  • Work on a document task to verify policy docs
  • Analytics
  • Reference
  • Components installed with Commercial Servicing
  • Components installed with Commercial Underwriting
  • Life Insurance Servicing
  • Individual Life Servicing
  • Explore
  • Install
  • Configure
  • Use
  • Managing increase coverage requests
  • Create an individual life service case
  • Work on an individual life service case
  • Work on an individual life underwriting task
  • Analytics
  • Reference
  • Components installed with Life Servicing
  • Components installed with Life Underwriting
  • Group Life Servicing
  • Explore
  • Configure
  • Install Group Life Servicing
  • Configure Group Life Servicing
  • Use
  • Manage change membership requests
  • Create a group life service case
  • Work on a group life policy service case
  • Work on a group life insurance underwriting task
  • Analytics
  • Reference
  • Components installed with Group Life Servicing
  • Components installed with Group Life Underwriting
  • Claims applications
  • Commercial Lines Claims
  • Explore
  • Install
  • Configure
  • Enable Claim workspace, Fraud score, and Claim summary pages
  • Use
  • Commercial Lines Claims workflows
  • Create a commercial claim case
  • Process a commercial claim
  • Adjuster tasks
  • Work on commercial claim adjuster tasks
  • Generate and view a claim's fraud score
  • Configure the fraud score ranges with UI Builder
  • Evaluate a commercial claim for fraud
  • Approve a reserve or payment amount
  • Add an ad-hoc task
  • View ad-hoc and system generated tasks for a claim
  • Discuss a claim
  • View a claim's summary
  • Use Agent assist to view associated claims
  • Reference
  • Personal Lines Claims
  • Explore
  • Configure
  • Install Personal Lines Claims
  • Configure Personal Lines Claims
  • Enable Claim workspace, Fraud score, and Claim summary pages
  • Components installed with Personal Lines Claims
  • Use
  • Personal Lines Claims workflows
  • Create a personal claim case
  • Process a personal claim
  • Adjuster tasks
  • Work on personal claim adjuster tasks
  • Generate and view a claim's fraud score
  • Configure the fraud score ranges with UI Builder
  • Evaluate a personal claim for fraud
  • Approve a reserve or payment amount
  • Add an ad-hoc task
  • View ad-hoc and system generated tasks for a claim
  • Discuss a claim
  • Use Agent assist to view associated claims
  • Individual Life Claims
  • Explore
  • Configure
  • Install Individual Life Claims
  • Configure Individual Life Claims
  • Enable the claim workspace
  • Encrypt sensitive data
  • Use
  • Individual Life Claims workflows
  • Create an Individual Life Claims case
  • Adjuster activities
  • Manage an Individual Life Claims case
  • Approve a reserve or payment amount
  • Create an ad-hoc task on a claim
  • View ad-hoc and system generated tasks for a claim
  • Claim Task form fields
  • Associate a discussion with a claim record
  • Use Agent assist to view associated claims
  • Reference
  • Components installed with Individual Life Claims
  • Domain separation and Individual Life Claims
  • Insurance claims
  • Explore
  • Configure
  • Install Insurance claims
  • Setting up the customer data for Insurance claims
  • Setting up the policy data for Insurance claims
  • Insurance product models
  • Create an insurance product model
  • Coverage specification
  • Create a coverage specification
  • Link coverage types and options to a coverage specification
  • Setting up an insurance policy for Insurance claims
  • Insurance policies in Insurance claims
  • Create an insurance policy table
  • Create a role to access insurance policy tables
  • Create an access control list for an insurance policy table
  • Grant roles with access to an insurance policy table
  • Create an insurance policy
  • Apply coverages to an insurance policy
  • Add a policy participant to an insurance policy
  • Add a related list to an insurance product model
  • Policy snapshots in Insurance claims
  • Creating a service definition for Insurance claims
  • Create a service definition category for Insurance claims
  • Create a service definition for Insurance claims
  • Link the product model and claim case service definition
  • Add a document list definition to a service definition
  • Claim incidents
  • Create a Claim Incident table
  • Create roles for a claim incident table
  • Create an access control list for a claim incident table
  • Grant roles with access to claim incident tables
  • Claim Incident Configuration table
  • Automating claims processes using decision tables
  • Use claim automation decision tables
  • Setting up Insurance claims workspaces and dashboards
  • Manage the Archive Claim Case rule
  • Use
  • Insurance claims landing pages and workspaces
  • Initiate an Insurance claims case
  • Process an Insurance claims case
  • Work on Insurance claims adjuster tasks
  • Approve a reserve or payment amount for a claim case
  • Add an ad-hoc task for an Insurance claims case
  • Discuss an Insurance claims claim
  • View the associated Insurance claims cases with Agent assist
  • Reference
  • Components installed with Insurance claims
  • Domain separation and Insurance claims
  • Common applications
  • Complaint Management
  • Explore
  • Data model
  • Install
  • Configure
  • Response templates
  • Regulation categories and subcategories
  • Use
  • Workflow example
  • Work on a complaint case
  • Complaint case field descriptions
  • Work on a complaint task
  • Work on a quality control task
  • Analytics
  • Reference
  • Components installed
  • Customer Lifecycle Operations
  • Explore
  • Install
  • Business Lifecycle
  • Client Lifecycle
  • Configure
  • Use
  • Workflows
  • Onboarding workflows
  • Address change workflow
  • Name change of customer workflow
  • Update KYC workflow
  • Notice of death workflow
  • Create a case
  • Create a contact
  • Submit an application
  • Verify client documentation
  • Perform Due Diligence
  • Activate an account
  • Analytics
  • Reference
  • Components installed with Business Lifecycle
  • Components installed with Client Lifecycle
  • Know Your Customer
  • Explore
  • Configure
  • Reference
  • Credit Operations
  • Components installed
  • Developer resources
  • Using case types and service definitions in FSO
  • Case Types in FSO
  • Extending FSO Case Types
  • Creating FSO Case Types
  • Service Definitions in FSO
  • Remote Data Options for Remote Tables
  • Choosing an Integration Approach
  • Working with ServiceNow REST APIs
  • Integration use cases
  • Lookup remote information in the system of record
  • Agent submitting a case
  • External systems submitting a case request
  • Update remote information in the system of record
  • Setting up a remote table integration
  • FSO table definitions
  • Platform Analytics
  • Activate Platform Analytics for FSO
  • Business Deposit Operations dashboard
  • Business Loan Operations
  • Business Lifecycle Operations
  • Complaint Management
  • Commercial Lines Claims
  • Commercial Lines Servicing
  • Client Lifecycle
  • Dispute Management
  • Group Life Servicing
  • Individual Life Servicing
  • Payment Operations
  • Personal Deposit Operations
  • Personal Lines Claims
  • Personal Lines Servicing
  • Personal Loan Operations
  • Treasury Operations
  • Process Mining for FSO
  • Now Assist for FSO
  • Explore
  • Form Data Collector for Disputes intake via Virtual Agent
  • Configure
  • Case summarization
  • Customer profile summarization
  • Customer contextual summarization
  • Disputes intake via Virtual Agent
  • Customize the Virtual Agent topic
  • Agentic workflows in FSO
  • Skill inputs for Now Assist for FSO
  • Use generative AI
  • Summarize a dispute or claims case
  • Summarize customer profile
  • Summarize customer context
  • Request generative AI in Now Assist panel
  • Submit a dispute case with Disputes intake via Virtual Agent
  • Resume a dispute case as an agent
  • Resume a dispute case as a customer
  • Review interactions with Disputes intake via Virtual Agent
  • Use agentic AI
  • Agentic workflows in FSO
  • Help resolve friendly fraud disputes agentic workflow
  • Resolve friendly fraud using agentic AI
  • AI agents in FSO
  • ACH dispute AI agents overview
  • Resolve ACH disputes with AI agents
  • Merchant analysis with AI agent
  • Nacha operating guidelines with AI agent
  • Review ACH dispute return recommendation
  • Dispute communication AI agent
  • Agentic Contact Center for Banking AI agents overview
  • Request support in Interaction workspace
  • Generate customer insights in the Customer 360 workspace
  • Reference
  • Supporting information for Now Assist for FSO
  • Domain separation and Now Assist for FSO

Using Agentic Contact Center for Banking

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 1 min. de leitura

    • Overview of tasks in Agentic Contact Center for Banking

    • View customer accounts and transactions in Agentic Contact Center for Banking

    • View customer cases in Agentic Contact Center for Banking

    • Generate customer insights in the Customer 360 workspace

    • Work on an interaction in Agentic Contact Center for Banking

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