Intelligent Servicing for Fraud release notes

  • Release version: Store
  • Updated August 6, 2026
  • 2 minutes to read
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    Summary of Intelligent Servicing for Fraud release notes

    Intelligent Servicing for Fraud is an application designed for financial institutions to automate fraud case management, including creation, analysis, investigation, and resolution of fraud alerts and complaints. It aims to reduce operational costs and minimize fraud impact such as reputational damage and regulatory exposure by streamlining middle and back-office workflows.

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    Version Highlights and Key Updates

    • Recent Enhancements (2026): Updated internal components to align with ongoing ServiceNow platform improvements; standardized case type handling using native Customer Service Management (CSM) selectors, reducing custom logic and maintenance.
    • Security Improvements (2025): Introduced Deny ACLs on core tables to restrict unauthenticated user access across create, read, update, and delete (CRUD) operations; refined access restrictions for external user roles.
    • Functionality Fixes and Role Management: Resolved access issues in case playbooks, added scope flow executor roles to subflows, and addressed task generation bugs related to fund recovery.
    • Data and Localization: Migrated service category data to support CSM service categories, enhanced localization configurations, and upgraded application dependencies for better stability.
    • UX and Integration Updates: Improved fraud score visualization by replacing images with illustration components, added UX page properties for agent assistance, and updated data models for card providers and product assets.

    Practical Benefits for ServiceNow Customers

    • Enables financial institutions to handle fraud cases efficiently with automated workflows and standardized case management.
    • Improves security posture by implementing strict access controls ensuring data protection and compliance.
    • Reduces maintenance overhead through adoption of native ServiceNow components and removal of legacy customizations.
    • Supports localization and data model enhancements, enabling better adaptability for global operations.
    • Facilitates smoother agent interactions with updated user experience features and role-based access controls.

    Version history for the Financial Services Operations Intelligent Servicing for Fraud on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 2.8.1 - August 2026
    Changed: Updated internal application components to support ongoing platform enhancements
    Version 2.7.0 - April 2026
    Updated: FSO now uses the native CSM Case Type Selector with Agent and User Criteria support, replacing custom extension logic and legacy components to reduce maintenance overhead and standardize case type handling across all user types.
    Version 2.6.0 - March 2026
    Updated: Updated the read-only option to 'Strict Read Only' for read-only fields
    Version 2.4.0 - August 2025
    • New: As part of this release, Deny ACLs were introduced on the existing tables. These Deny ACLs will restrict access for unauthenticated users on CRUD operations.
    • Fixed: Restrict Access to relevant service definition to external user roles
    Version 2.3.2 - February 2025
    Fixed: Republish the playbook to fix the b2b relationship contributor not being able to access case after creation.
    Version 2.3.1 - November 2024
    • New: Added scope flow executor role to subflows
    • Changed: FraudCaseAjax has been made as Sandbox enabled as false
    Version 2.2.3 - August 2024
    • Changed: Replaced usage of 'image' with 'illustration component' in fraud score component
    • Removed: Removed header component from existing landing pages
    Version 2.2.2 - June 2024
    Fixed 'Recover fund task' generation issue.
    Version 2.2.0 - May 2024
    • New: Migrated data from FSO service category (sn_bom_service_definition_category) table to CSM service category(sn_csm_case_types_service_category) and relationship tables
    • Changed: Modified configuration for localization support
    Version 2.1.0 - February 2024
    • Changed:
      • Upgraded snc-app-parent version to 5.1.0.16
      • Modified configuration for localization support
    Version 1.1.2 - November 2023
    • Changed:
      • Updated card_provider field choice table from 'sn_bom_card_model' to 'sn_ent_card_service_model' table
      • Moved product model demo data to new model tables created in the Expanded Model and Asset Classes application.
    • Fixed: Added list_edit ACL for fraud_suspected field in sn_bom_fraud_transaction, for users with roles sn_bom_fraud.agent_connector, sn_bom_fraud.contributor, sn_bom_fraud.agent.
    Version 1.1.1 - August 2023
    Fixed: Updated 'Customer liability' field with currency code in card fraud policy outcome subflow.
    Version 1.1.0 - May 2023
    New:
    • Added UX page properties for the Agent Assist on Voltron record page.
    • Added localization changes.
    Version 1.1.0 - February 2023
    Intelligent Servicing for Fraud automates work so that cases are resolved at lower cost and the fraud window is simultaneously closed. Provides capabilities to create, analyze, investigate and dispose fraud alerts and complaints for financial institutions, providing transparency and ease for middle and back-office teams. With these capabilities, financial institutions can reduce or avoid the direct and indirect cost of fraud such as reputational damage and regulatory exposure.