Intelligent Servicing for Fraud release notes
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Summary of Intelligent Servicing for Fraud release notes
Intelligent Servicing for Fraud is a ServiceNow application designed to automate the handling of fraud-related cases for financial institutions. It enables creation, analysis, investigation, and resolution of fraud alerts and complaints, helping reduce costs and risks associated with fraud, including reputational damage and regulatory exposure. This solution supports middle and back-office teams by streamlining fraud case management.
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Key Updates and Enhancements
- Version 2.7.0 (April 2026): Transitioned to using the native Customer Service Management (CSM) Case Type Selector with Agent and User Criteria support, standardizing case type handling and reducing maintenance overhead.
- Version 2.6.0 (March 2026): Improved read-only field options with a new 'Strict Read Only' setting.
- Version 2.4.0 (August 2025): Introduced Deny ACLs on existing tables to restrict unauthenticated user access and tightened access for external user roles to relevant service definitions.
- Version 2.3.2 (February 2025): Fixed access issues for B2B relationship contributors in case playbooks.
- Version 2.3.1 (November 2024): Added scope flow executor role to subflows and disabled sandbox mode on FraudCaseAjax for stability.
- Version 2.2.3 (August 2024): Updated UI components, replacing images with illustration components and streamlining landing pages.
- Version 2.2.2 (June 2024): Fixed issues with 'Recover fund task' generation.
- Version 2.2.0 (May 2024): Migrated data from the Financial Services Operations (FSO) service category table to CSM service category and relationship tables to improve data management and localization support.
- Version 2.1.0 (February 2024): Upgraded parent app version and enhanced localization configurations.
- Earlier versions (2023): Included enhancements such as improved card provider mappings, added UX page properties for Agent Assist, and various bug fixes enhancing field-level security and currency handling.
Practical Implications for ServiceNow Customers
Customers using Intelligent Servicing for Fraud can expect a continuously improved and secure fraud case management experience with better integration into native CSM capabilities. The introduction of stricter access controls and localization improvements enhances data security and usability across different regions. Automated workflows and refined UI components contribute to faster case resolution and reduce manual effort, helping teams focus on critical fraud investigations efficiently.
Version history for the Financial Services Operations Intelligent Servicing for Fraud on the ServiceNow Store.
Important:
For details on system requirements and family compatibility, view the application
listing on the ServiceNow Store
website.
Version history
- Version 2.7.0 - April 2026
- Updated: FSO now uses the native CSM Case Type Selector with Agent and User Criteria support, replacing custom extension logic and legacy components to reduce maintenance overhead and standardize case type handling across all user types.
- Version 2.6.0 - March 2026
- Updated: Updated the read-only option to 'Strict Read Only' for read-only fields
- Version 2.4.0 - August 2025
- New: As part of this release, Deny ACLs were introduced on the existing tables. These Deny ACLs will restrict access for unauthenticated users on CRUD operations.
- Fixed: Restrict Access to relevant service definition to external user roles
- Version 2.3.2 - February 2025
- Fixed: Republish the playbook to fix the b2b relationship contributor not being able to access case after creation.
- Version 2.3.1 - November 2024
- New: Added scope flow executor role to subflows
- Changed: FraudCaseAjax has been made as Sandbox enabled as false
- Version 2.2.3 - August 2024
-
- Changed: Replaced usage of 'image' with 'illustration component' in fraud score component
- Removed: Removed header component from existing landing pages
- Version 2.2.2 - June 2024
- Fixed 'Recover fund task' generation issue.
- Version 2.2.0 - May 2024
-
- New: Migrated data from FSO service category (sn_bom_service_definition_category) table to CSM service category(sn_csm_case_types_service_category) and relationship tables
- Changed: Modified configuration for localization support
- Version 2.1.0 - February 2024
- Changed:
- Upgraded snc-app-parent version to 5.1.0.16
- Modified configuration for localization support
- Changed:
- Version 1.1.2 - November 2023
- Changed:
- Updated card_provider field choice table from 'sn_bom_card_model' to 'sn_ent_card_service_model' table
- Moved product model demo data to new model tables created in the Expanded Model and Asset Classes application.
- Fixed: Added list_edit ACL for fraud_suspected field in sn_bom_fraud_transaction, for users with roles sn_bom_fraud.agent_connector, sn_bom_fraud.contributor, sn_bom_fraud.agent.
- Changed:
- Version 1.1.1 - August 2023
- Fixed: Updated 'Customer liability' field with currency code in card fraud policy outcome subflow.
- Version 1.1.0 - May 2023
- New:
- Added UX page properties for the Agent Assist on Voltron record page.
- Added localization changes.
- Version 1.1.0 - February 2023
- Intelligent Servicing for Fraud automates work so that cases are resolved at lower cost and the fraud window is simultaneously closed. Provides capabilities to create, analyze, investigate and dispose fraud alerts and complaints for financial institutions, providing transparency and ease for middle and back-office teams. With these capabilities, financial institutions can reduce or avoid the direct and indirect cost of fraud such as reputational damage and regulatory exposure.