Components installed with Financial Services Payment Operations

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Components installed with Financial Services Payment Operations

    The Financial Services Payment Operations application installs several key components essential for payment processing and management within ServiceNow. These include tables, user roles, related plugins, and store applications. This setup supports handling payment inquiries, claims, debit approvals, and transaction tracking. Demo data is also available to assist with initial evaluation and testing.

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    Plugins and Store Applications

    • Customer Service Plugin (com.sncustomerservice): Extends Customer Service Management tables for use in Financial Services Operations.
    • Financial Services Operations Core Store Application: Manages customer data needed for creating and processing payment requests.

    Roles Installed

    The application installs specific roles to control access and permissions for payment operations:

    • Payment Admin: System administrator role for managing payment operations, including granting roles and deleting payment cases and tasks. Included in the broader snbom.admin role.
    • Claim Agent: Manages claim cases, debit approvals, tasks, and interaction recording.
    • Payment Contributor: Submits payment inquiry and claim requests and views their status. Must be combined with a Customer Service Management (CSM) Contributor role.
    • Claim Agent Connector and Inquiry Agent Connector: Handle claims and inquiries for accounts they manage, requiring combination with CSM industry data model roles.
    • Claim Viewer and Inquiry Viewer: Provide read-only access to claim and inquiry cases and related data.
    • Inquiry Agent: Works on payment inquiry cases and records interactions.
    • Payment Manager: Accesses the Payment Operations dashboard and Process Mining tools for payment processes.

    Tables Installed

    The installation includes specialized tables that structure the payment operations data:

    • Payment Base: Core table extended by claim, inquiry, and payment service tables.
    • Claim and Claim Task: Store payment claim cases and related tasks.
    • Debit Instruction: Records all debit instructions for refunds.
    • Payment Inquiry Case and Inquiry Task: Store inquiry cases and their tasks.
    • Receiving and Sender Transactions: Track financial transactions received by customers and sent by sender customers, respectively.
    • Payment Service: Stores cases related to debit approvals.

    Practical Benefits for ServiceNow Customers

    By installing Financial Services Payment Operations, customers gain a comprehensive framework for managing payment-related workflows securely and efficiently. The predefined roles ensure proper access control aligned with business needs, while the tables and plugins facilitate detailed tracking, case management, and integration with customer service processes. This enables streamlined payment inquiries, claims processing, and transaction management in a unified environment.

    Several types of components are installed with the installation of the Financial Services Payment Operations application, including tables and user roles. The application also installs related plugins and store applications if they are not already installed.

    Note:
    The Application Files table lists the components that are installed with this application. For instructions on how to access this table, see Find components installed with an application.

    Demo data is available for this application.

    Plugins installed

    Table 1. Plugins installed with Financial Services Payment Operations
    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 Financial Services Payment Operations
    Store application Description
    Financial Services Operations Core Stores the customer data that is needed to make payment requests. For more information, see Financial Services Operations Core.

    Roles installed

    Table 3. Roles installed with Financial Services Payment Operations
    Role title [name] Description Contains roles

    Payment admin [sn_bom_payment.admin]

    		 Application-specific system administrator role that can:
    • Grant payment operations roles
    • Delete payment cases and tasks
    Note:
    The sn_bom.admin role contains the sn_bom_payment.admin role when the Financial Services Payment Operations application is installed.
    • sn_bom_payment.inquiry_agent
    • sn_bom_payment.inquiry_viewer
    • sn_bom_payment.claim_agent
    • sn_bom_payment.claim_viewer
    Claim agent

    [sn_bom_payment.claim_agent]
    • View the overall status of claim cases
    • Create claim cases
    • Work on claim cases, debit approvals, and claim tasks
    • Record interactions
    • sn_bom.account_viewer
    • sn_bom.ref_data_viewer
    • sn_bom_payment.inquiry_viewer
    • sn_esm_agent
    • sn_bom_payment.claim_viewer
    Payment contributor

    [sn_bom_payment.contributor]
    • Submit payment inquiry requests
    • Submit payment claim requests for internal claims
    • View the status of payment inquiry and claim cases
    Important:
    For the contributor role to work, it must be combined with one of the CSM Contributor users roles. For more information, see Roles and Personas.
    • sn_sla_definition_read
    • sn_bom.b2c_contributor
    • sn_bom.account_data_viewer
    • sn_bom_payment.inquiry_viewer
    • sn_customerservice.csm_workspace_user
    • sn_bom.b2b_contributor
    • sn_bom.deposit_account_viewer
    • sn_bom_payment.claim_viewer
    Claim agent connector

    [sn_bom_payment.claim_agent_connector]
    • Create claim cases
    • Work on claim cases, debit approvals, and claim tasks for accounts managed by them
    Important:
    For the agent connector role to work, it must be combined with one of the CSM industry data model roles. For more information, see Roles and Personas.
    • sn_bom.ref_data_viewer
    • sn_sla_definition_read
    • sn_bom.viewer
    • sn_bom.account_data_viewer
    • sn_bom.agent
    • sn_bom_payment.inquiry_viewer
    • sn_bom.deposit_account_viewer
    • sn_bom_payment.claim_viewer
    Inquiry agent connector

    [sn_bom_payment.inquiry_agent_connector]
    • Create inquiry cases
    • Work on payment inquiry cases and inquiry tasks for accounts managed by them
    Important:
    For the agent connector role to work, it must be combined with one of the CSM industry data model roles. For more information, see Roles and Personas.
    • sn_bom.ref_data_viewer
    • sn_sla_definition_read
    • sn_bom.viewer
    • sn_bom.account_data_viewer
    • sn_bom.agent
    • sn_bom_payment.inquiry_viewer
    • sn_bom.deposit_account_viewer
    • sn_bom_payment.claim_viewer
    Claim viewer

    [sn_bom_payment.claim_viewer]

    		 View claim cases and related data
    • sn_bom.account_viewer
    • sn_bom.ref_data_viewer
    • sn_bom.customer_data_viewer
    Inquiry agent

    [sn_bom_payment.inquiry_agent]
    • View the overall status of payment inquiry cases
    • Work on payment inquiry cases and inquiry tasks
    • Record interactions
    • sn_bom.account_viewer
    • sn_bom.ref_data_viewer
    • sn_bom_payment.inquiry_viewer
    • sn_esm_agent
    • sn_bom_payment.claim_viewer
    Inquiry viewer

    [sn_bom_payment.inquiry_viewer]

    		 View inquiry cases and related data
    • sn_bom.account_viewer
    • sn_bom.ref_data_viewer
    • sn_bom.customer_data_viewer
    Payment manager

    [sn_bom_payment.manager]
    • View the Payment Operations dashboard
    • Use Process Mining for Payment Operations processes
    • sn_bom_payment.inquiry_agent
    • pa_viewer
    • sn_bom_payment.claim_agent

    Tables installed

    Table 4. Tables installed with Financial Services Payment Operations
    Table Description
    Payment Base

    [sn_bom_payment_base]

    		 Claim, Payment Inquiry Case, and Payment Service tables extend the Payment Base table.
    Claim

    [sn_bom_payment_claim]

    		 Stores all payment claim cases.
    Claim Task

    [sn_bom_payment_claim_task]

    		 Stores all claims tasks.
    Debit Instruction

    [sn_bom_payment_debit_instruction]

    		 Stores all debit instructions for all refunds.
    Payment Inquiry Case

    [sn_bom_payment_inquiry]

    		 Stores all payment inquiry cases.
    Inquiry Task

    [sn_bom_payment_inquiry_task]

    		 Stores all payment inquiry tasks.
    Receiving Transaction

    [sn_bom_payment_m2m_receiving_transaction]

    		 Stores all financial transactions that the receiving customers and accounts received.
    Sender Transaction

    [sn_bom_payment_m2m_sender_transaction]

    		 Stores all financial transactions (deposit) that sender customers sent.
    Payment Service

    [sn_bom_payment_service]

    		 Stores all payment service cases for debit approvals.