Objective This guide introduces the Agentic Contact Center for Insurance in Financial Services Operations (FSO) and explains how it brings AI into the insurance service representative workspace. It is written for implementers, solution consultants, ...
Objective Turn every customer interaction into opportunity to build loyalty, improve efficiency, and drive growth with AI powered service experiences that connect front, middle and back office on single platform. This guide introduces the Agentic ...
From First Contact to Resolution: How FSO Orchestrates Work In this article, we will provide an introduction and overview to the foundational building blocks that power the orchestration of work for your customers in Financial Services Operations:...
Getting Started with Insurance Servicing in FSO Objective This article orients you on the FSO framework for Insurance Servicing. After reading it, you will understand how the FSO data foundation represents who insurance carriers serve (policyholders...
Objective This article introduces an approach FSO Disputes customers can use to stand up a dedicated ServiceNow instance that acts as a mock card network, letting teams exercise the full chargeback lifecycle without depending on live network transac...
Getting Started with FSO Disputes Objective This article provides a practical introduction to getting started with Disputes in Financial Services Operations (FSO). It outlines what the disputes process looks like in a banking context, how FSO suppor...
Disputes Card Data Security and PCI Compliance Objective The Card Data Security application [sn_data_sec] protects FSO Disputes from PCI DSS scope exposure by tokenizing sensitive payment card data before it reaches the ServiceNow instance. This art...
Disputes Content Pack for Card Network Rules Objective FSO Disputes ships without network-specific dispute logic by default. Dispute Rules Content Packs are the modular components that deliver that logic: intake questionnaires, reason code mappings,...
Disputes Content Pack for US Regulations Objective The Disputes Content Pack for US Regulations [sn_disp_reg_cp_us] is mandatory for any US financial institution processing card or ACH disputes. It delivers the eight SLA definitions that enforce Reg...
FSO Disputes Data Model and Core Data Objects Objective The FSO Disputes data model is built on a clear table inheritance chain: Now Platform (task), then CSM Case (sn_customerservice_case), then Card Disputes Service Case (sn_bom_credit_card_disput...
FSO Disputes Roles and Personas Objective FSO Disputes is a multi-persona product. Each persona maps to one or more ServiceNow roles that control access to workspace views, queues, playbook activities, and reports. Aligning your RBAC configuration t...
Task Plan Templates are one of the most impactful features for streamlining case management in ServiceNow. As discussed in the below video, these templates allow process owners to predefine sets of tasks that can be applied to cases based on specific...
Overview: The Service Selector in the Financial Services Workspace empowers agents to create the right case type or service request in seconds—reducing errors and accelerating time-to-resolution. Have your agents spend less time navigating forms and ...
Expanding and Tailoring the Financial Services Workspace One Workspace. Every Line of Business. As your Financial Services Operations footprint grows, a natural question that comes up comes up is: do I need a separate workspace for each line of bus...
Objective This article provides an overview of how ServiceNow's Disputes Management solution addresses two critical areas for financial institutions: PCI-DSS compliance through our integrated tokenization capabilities and regulatory compliance throug...
Objective Learn how to maintain PCI DSS compliance during dispute intake by using ServiceNow's MID Server to orchestrate PAN retrieval from core banking systems and tokenization through a third-party provider. This article provides an overview of the...
As part of the Zurich release for FSO case management, we’re introducing a powerful enhancement that simplifies case intake for both consumers and agents: record producer launch directly from the FSO service selector. 里 What’s the Feature? If a ...
FSO Disputes Learning and Enablement Resources Objective This guide provides an overview of the training courses, learning paths, delivery accreditations, implementation assets, and product documentation available for Financial Services Operations (...
Financial Services Operations (FSO) for Insurance: Application Overview Objective This document provides a high-level overview of ServiceNow Financial Services Operations (FSO) insurance applications to help practitioners, implementers, and busin...
Objective Understand how to prepare a banking data model for a Financial Services Operations (FSO) implementation. This article expands on foundational concepts introduced in Getting Started with Banking Service Management by exploring Customer Data ...
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