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:...
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...
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...
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 ...
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 ...
Objective This guide provides an overview of the training courses, learning paths, delivery accreditations, implementation assets, and product documentation available for Financial Services Operations (FSO) Disputes on ServiceNow University, designe...
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 ...
Customer onboarding and KYC processes remain one of the most critical yet challenging operational areas for financial institutions. The roots of inefficiency lie deep within the bank's operational structure that rely on a fragmented ecosystem of silo...
This article is your starting point for Financial Services Operations (FSO). It gives a quick overview of what FSO is, what it’s used for, and how it supports service operations across banking, insurance, and wealth. From here, you can jump into foun...
Objective Understand the value of Banking Service Management with Financial Services Operations and how the FSO data model helps banks clearly identify who they serve (customers, households, bankers), what financial products or services require suppo...
Gen AI Skills, AI Agents & Agentic Workflows for FSO A note before you begin: FSO is built on top of CSM, so customers automatically inherit all Now Assist for CSM capabilities. This article focuses on FSO-specific considerations — for broader impl...
Getting Started with Now Assist for Financial Services Operations (FSO) A note before you begin: FSO is built on top of CSM, so customers automatically inherit all Now Assist for CSM capabilities. This article focuses on FSO-specific consideration...
Objective This article serves as the central resource hub for FSO implementation partners, consultants, and practitioners. Whether you are onboarding to the FSO platform for the first time, deepening your expertise in Banking, Wealth, or Insurance ve...
Modify In Place vs. Clone: FSO Best Practice Guide for Implementation Partners Objective As Financial Services Operations (FSO) implementations grow more sophisticated, one question comes up consistently: when should you modify an out-of-the-box (...
Financial Services Operations (FSO) for Banking: Application Overview Objective: This document provides a high-level overview of ServiceNow Financial Services Operations (FSO) banking applications to help practitioners, implementers, and business s...
Financial Services Operations (FSO) — Zurich Q4’25 General Release Now Available We’re excited to announce the General Availability (GA) of the Financial Services Operations (FSO) Zurich Q4’25 Store Release This release delivers innovation acr...
Disclaimer: Technical commands and configurations may vary based on your specific environment, ServiceNow release, and Mastercard setup. Always test in a non-production first. This guide evolves with every innovation—bookmark and check back for upda...
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