Components installed with Intelligent Servicing for Fraud

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Components installed with Intelligent Servicing for Fraud

    The Intelligent Servicing for Fraud (snbomfraud) plugin activates several essential components that enable comprehensive fraud case management within ServiceNow. These components include plugins, store applications, user roles, tables, and decision tables that collectively support detection, investigation, and resolution of fraud cases.

    Show full answer Show less

    Plugins and Store Applications

    • Customer Service [com.sncustomerservice]: Extends Customer Service Management tables into Financial Services Operations applications, facilitating integrated case handling.
    • Financial Services Operations Core: Stores customer data necessary for complaint service requests, underpinning fraud case processes.
    • Playbooks for Customer Service Management: Provides visualized, task-oriented workflows to ensure consistent handling of common situations, including fraud investigation steps.

    Roles Installed

    Multiple roles are installed to manage fraud cases with appropriate access levels:

    • snbomfraud.admin: Full CRUD permissions on fraud cases.
    • snbomfraud.agent: Access and view fraud data as a fraud agent.
    • snbomfraud.viewer: View-only access to fraud cases.
    • snbomfraud.manager: Authority to approve or reject fraud cases.
    • snbomfraud.contributor: Create fraud cases on behalf of customers.
    • snbomfraud.agentconnector: Create, view, edit fraud cases and engage with consumers to resolve cases.

    These roles also include related permissions for viewing customer data, account data, and interacting with service definitions, ensuring controlled and secure access tailored to fraud management responsibilities.

    Tables Installed

    • Fraud Case [snbomfraudcase]: Central table storing all fraud alerts and cases reported by customers or external entities. This table extends the Financial Services Base and Case tables, integrating fraud cases into broader service management workflows.
    • Fraud Task [snbomfraudtask]: Stores subtasks associated with fraud cases, allowing agents to perform specific activities such as write-offs or reporting to compliance teams.
    • Fraud Transaction [snbomfraudtransaction]: Captures transaction-level fraud information and outcomes of business rules applied during the fraud case lifecycle.

    Decision Tables Installed

    • Card fraud policy rules: Business rules to determine if a transaction should be investigated and to assess customer liability.
    • Card fraud risk evaluation rules: Rules to evaluate the risk level associated with transactions.
    • Fraud investigation routing rules: Rules to decide whether to route a case to the Fraud investigator group.

    What This Enables ServiceNow Customers to Do

    By activating the Intelligent Servicing for Fraud plugin, customers gain a structured framework to handle fraud detection and investigation comprehensively. The installed components facilitate:

    • Integration of fraud case data with customer and financial service management records.
    • Role-based access control to ensure secure and appropriate handling of sensitive fraud information.
    • Use of decision tables to automate risk evaluation, investigation routing, and policy enforcement.
    • Management of fraud cases and related tasks through dedicated tables, supporting thorough and auditable workflows.

    This setup allows ServiceNow customers to efficiently manage fraud incidents, maintain regulatory compliance, and improve response consistency.

    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 Financial Services Operations Core.
    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.