---
sourceDocument: Australia Financial Services Operations
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/financial-services-operations

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Financial Services Operations

ft:clusterId :

    - finso

bundleId :

    - finso

workflow :

    - Customer and Industry


---

# Configure agentic workflows

# Configure agentic workflows in Financial Services Operations {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Agentic workflows in FSO automate dispute resolution tasks by orchestrating AI agents that analyze transactions and generate recommendations. Activate workflows in AI Agent Studio to enable automated assistance for human agents handling friendly fraud cases.

The following table shows the available agentic workflows in FSO:
{#configuring-agentic-workflows-in-fso__table_ftm_yyr_t2c__entry__3}

| Agentic workflow name | Description | Available AI agents |
|-|-|-|
| Help resolve friendly fraud disputes | Assists human dispute agents with handling transactions flagged as friendly fraud. It leverages the results from a friendly fraud detection tool to generate recommendations for the appropriate action. If the transaction is rejected, the AI agent also helps draft an explanation for the end user. | Friendly fraud AI agent |
[Table 1. Available agentic workflows in FSO]

{#configuring-agentic-workflows-in-fso__table_ftm_yyr_t2c}

## Activating agentic workflows {#configuring-agentic-workflows-in-fso__section_prs_rc5_1fc}

Agentic workflows in FSO are inactive by default. To activate a workflow:

1. Navigate to AllAI Agent StudioCreate and manage.
2. Select the agentic workflow.
3. In the guided setup, select Define trigger.
4. Select the agentic workflow trigger in the list.
5. In the Edit trigger form, set Active to true.
6. Select Save.
{#configuring-agentic-workflows-in-fso__ol_uzb_fpk_1fc}

## Modifying agentic workflows {#configuring-agentic-workflows-in-fso__section_fjc_1q5_1fc}

Important:  
By default, all agentic workflows and AI agent records are read only.  
To modify an agentic workflow, you must first [duplicate the agentic workflow](https://www.servicenow.com/docs/access?context=clone-aia-usecase&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US), and then proceed with the following steps:

* Activate the agentic workflow.
* Activate the agent within the agentic workflow.
* Activate the trigger to invoke the agentic workflow automatically.
{#configuring-agentic-workflows-in-fso__ul_htm_yyr_t2c}  
Important:  
When you modify an agentic workflow, AI agent, or tool, make sure that you update all instructions accordingly.

For more information on activating agentic workflows, triggers, and agents, see [Activate an agentic workflow template](https://www.servicenow.com/docs/access?context=activate-aia-use-case&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) and [Modify an AI agent](https://www.servicenow.com/docs/access?context=modify-ai-agent&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).

## Choosing a language model service provider {#configuring-agentic-workflows-in-fso__section_pqn_ntk_mfc}

You can choose which service provider to use for AI agents and agentic workflows in the AI Admin Hub console. For more information, see [Manage model providers](https://www.servicenow.com/docs/access?context=edit-model-providers&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).
**Related concepts**   

* [Help resolve friendly fraud disputes agentic workflow](https://www.servicenow.com/docs/Luk8A_lOuYBcgYcAyJo1EA "Use this agentic workflow to assist human agents with analyzing friendly fraud cases, selecting a course of action, and drafting a decision response to customers.")  
**Related tasks**   

* [Resolve friendly fraud disputes](https://www.servicenow.com/docs/ws2YI_BnY_PYN7lpkBylrQ "Resolve friendly fraud disputes by reviewing evidence, selecting an appropriate action, and communicating with customers. You can use the Help resolve friendly fraud disputes agentic workflow to receive AI-generated recommendations and draft responses.")

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