Financial Services Card Operations release notes
Summarize
Summary of Financial Services Card Operations Release Notes
The Washington DC release of the ServiceNow® Financial Services Card Operations application, updated on February 1, 2024, significantly improves the user interface for card dispute service cases. This enhancement empowers dispute agents by providing essential data for faster resolution and improved customer experience.
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Key Features
- Horizontal Playbook Implementation: A new playbook feature offers agents a comprehensive view of the dispute process and their current status, allowing them to track progress effectively.
- User Experience Enhancements: The dispute agent workspace now presents detailed summaries of disputed transactions, enabling agents to update information without switching between different sections.
- Multitasking Capability: Agents can open and manage details of various activities in separate tabs for improved efficiency.
- Enhanced Reporting: New reports for monitoring debit and credit card dispute cases have been added to the landing pages for dispute agents and managers.
- Playbook Modifications: Improvements to the playbook include merging functionalities and updating approval logic for different dispute scenarios.
Key Outcomes
With the Washington DC release, customers can expect a more streamlined process for managing card disputes. The enhancements will facilitate better tracking of case progress, enable multitasking, and provide comprehensive reporting capabilities, ultimately leading to improved resolution times and customer satisfaction.
The ServiceNow® Financial Services Card Operations application enhances the UI experience for Card disputes service cases, empowering dispute agents with the necessary data to expedite dispute resolution and enhance the overall disputes experience. Financial Services Card Operations was enhanced and updated in the Washington DC release.
Financial Services Card Operations highlights for the Washington DC release
- Implement a horizontal playbook that provides agents with a complete view of the entire process and their current position within it. Agents can utilize the playbook to monitor their overall progress while working on cases.
- Record essential information, such as case details and transaction status, on the left side of the page to confirm constant accessibility.
- Enhance the user experience by implementing a playbook activity that utilizes a list and form format.
See Financial Services Card Operations for more information.
New in the Washington DC release
- User experience enhancements in dispute agent workspace
- The enhanced workspace enables dispute agents to review detailed summaries of disputed transactions. The upgraded interface helps agents comprehend the case's progression and enables them to update forms on the same page without navigating to different sections. Additionally, it empowers agents to effectively multitask by opening details of various activities in different tabs.
- Enhancements for dispute agent and dispute manager landing pages
- Added the ability to view and monitor card disputes and have created additional reports for:
- Debit card dispute cases
- Credit card cases with incorrect billing
Changed in this release
- Enhancements to card disputes playbook
- Starting with the Washington DC release, the following playbook enhancements have been made to the card disputes:
- Merged the playbook Record generator with the Enter dispute details activity.
- Removed the Write off from the UI and moved its functionality to the Set recovery option task.
- Changed the approval logic for:
- Immediate final credit cases where the dispute gets denied
- Investigate transactions task when a transaction is ineligible for a chargeback but a chargeback route is still pursued
- Review representment tasks when merchant should not be provided a credit
- Added a Closure lane so that agents can manually close the case by filling in the Resolution code and Resolution remarks details.
- Updated labels of Issue final credit and Choose recovery option to Set recovery option and Issue credit, respectively.
UI changes
- Dispute Agent Workspace UI
- The Dispute Agent Workspace UI now displays detailed summaries of disputed transactions.