Components installed with Intelligent Servicing for Fraud

  • Release version: Washingtondc
  • Updated February 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 enhances your ServiceNow environment by installing various components, including plugins, store applications, user roles, tables, and decision tables essential for managing fraud cases effectively.

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    Key Features

    • Plugins: The Customer Service plugin enables the integration of Customer Service Management tables with Financial Services Operations applications.
    • Store Applications:
      • Financial Services Operations Core: Manages customer data required for service requests related to complaints.
      • Playbooks for Customer Service Management: Provides a visual representation of business workflows for consistent handling of common scenarios.
    • User Roles: Various roles are created to manage fraud cases, including administrators, agents, and managers, each with specific permissions that control access to fraud data and case management functionalities.
    • Tables:
      • Fraud Case: Logs alerts from external fraud detection systems and tracks reported fraud cases.
      • Fraud Task: Supports agents in managing subtasks associated with fraud cases.
      • Fraud Transaction: Records transaction information and the outcomes of business rules during the fraud case lifecycle.
    • Decision Tables: Includes rules for evaluating card fraud, determining investigation eligibility, and routing cases to fraud investigators.

    Key Outcomes

    By implementing the Intelligent Servicing for Fraud plugin, ServiceNow customers can efficiently track, investigate, and manage fraud cases, ensuring a streamlined process that enhances customer service and compliance with regulatory requirements.

    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 110319b85caaf2e37e14ae65d0bf1e3cf4530756.dita.
    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.