Submit a fraud case request

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

    • Collect all required information and documents from the customer and submit the fraud case request to the back-office agents so that you can begin the fulfillment process.

    Antes de Iniciar

    Role required: sn_bom_fraud.agent

    Procedimento

    1. Navigate to All > Financial Services Operations > Workspace.
    2. Select the lists icon (lists icon).
    3. On the Lists tab, under Fraud cases, select All
    4. Select New.
    5. From the Create case dialog that appears, select a fraud type and select Create.
      A new fraud case is created.
    6. Fill in any necessary information that is related to the case.
      Nota:
      Each fraud case form has a different set of fields that are based on the selected fraud type.
    7. Select Save.
    8. Opcional: Navigate to Configure > Related Lists > Document Verification Tasks, to collect customer documents, if any.
      For a card fraud by alert, you have tasks to review the alerts and take required actions.
    9. Select Submit.

    Resultado

    • A fraud case is created in the New state and the workflow is triggered.
    • The case is assigned to an assignment group that is based on the defined assignment rules.