---
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


---

# Reference

# Components installed with Intelligent Servicing for Fraud {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
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## Summary of Components installed with Intelligent Servicing for Fraud

The Intelligent Servicing for Fraud (snbomfraud) plugin installation equips your ServiceNow environment with essential components such as tables, user roles, scheduled jobs, and associated plugins and store applications.
These components support fraud case management by integrating fraud detection, investigation, and resolution workflows within Financial Services Operations.
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## Plugins and Store Applications

* **Customer Service \[com.sncustomerservice\]:** Enables extension of Customer Service Management tables into Financial Services Operations, facilitating integrated case handling.
* **Financial Services Operations Core:** Manages customer data essential for complaint service requests, forming the data backbone for fraud servicing.
* **Playbooks for Customer Service Management:** Provides task-oriented visualization of business process workflows, ensuring consistent responses to fraud-related scenarios.

## Roles Installed

The plugin installs multiple roles tailored for fraud servicing tasks, enabling granular access control and task delegation:

* **snbomfraud.admin:** Full CRUD access 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:** Capability to create fraud cases on behalf of customers.
* **snbomfraud.agentconnector:** Comprehensive role for creating, viewing, editing fraud cases and working directly with consumers.

These roles also incorporate various supporting roles for accessing customer data, account information, and document processing necessary for fraud investigation.

## Tables Installed

* **Fraud Case \[snbomfraudcase\]:** Central repository for alerts from external fraud detection systems and logged investigations, extending the Financial Services Base case table.
* **Fraud Task \[snbomfraudtask\]:** Contains subtasks for fraud agents to manage specific fraud case activities, such as reporting or write-offs.
* **Fraud Transaction \[snbomfraudtransaction\]:** Stores transaction-level fraud data and outcomes from triggered business rules throughout the case lifecycle.

## Decision Tables Installed

Decision tables provide automated rule-based evaluations and routing to streamline fraud case processing:

* **Card fraud policy rules:** Determine if transactions qualify for investigation and assess customer liability.
* **Card fraud risk evaluation rules:** Assess risk levels associated with transactions.
* **Fraud investigation routing rules:** Decide routing of cases to the Fraud investigator group.

**Practical impact:** These components enable ServiceNow customers to efficiently manage fraud cases, automate risk and policy evaluations, and assign investigation tasks with appropriate role-based access, improving fraud detection and response within Financial Services Operations.  
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 {#installed-with-intelligent-servicing-fraud__section_dr4_2sw_llb}

{#installed-with-intelligent-servicing-fraud__table_qdc_ksw_llb__entry__2}

| Plugin | Description |
|-|-|
| Customer Service \[com.sn_customerservice\] | Enables the extension of tables from the Customer Service Management application into the Financial Services Operations applications. |
[Table 1. Plugins installed with the Intelligent Servicing for Fraud application]

{#installed-with-intelligent-servicing-fraud__table_qdc_ksw_llb}

## Store applications installed {#installed-with-intelligent-servicing-fraud__section_fvr_gtw_llb}

{#installed-with-intelligent-servicing-fraud__table_ulz_4tw_llb__entry__2}

| 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](https://www.servicenow.com/docs/XGeC6_YkarhvSF2L5mFtcg "The Financial Services Operations (FSO) Core application provides a framework to enable financial institutions to organize and manage their data effectively to meet their business needs. This section introduces FSO Core and explains its purpose and key data design components."). |
| 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 in Customer Service Management](https://www.servicenow.com/docs/access?context=setting-up-csm-playbooks&version=australia&pubname=australia-customer-service-management&ft:locale=en-US). |
[Table 2. Store applications installed with the Intelligent Servicing for Fraud application]

{#installed-with-intelligent-servicing-fraud__table_ulz_4tw_llb}

## Roles installed {#installed-with-intelligent-servicing-fraud__section_mss_dsp_bwb}

{#installed-with-intelligent-servicing-fraud__table_qzw_m3l_4pb__entry__3}

| 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 {#installed-with-intelligent-servicing-fraud__ul_d3z_p5z_vdb} |
| 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 {#installed-with-intelligent-servicing-fraud__ul_jql_5g4_bwb} |
| 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 {#installed-with-intelligent-servicing-fraud__ul_zfb_x34_bwb} |
| 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 {#installed-with-intelligent-servicing-fraud__ul_cpd_fj4_bwb} |
| 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 {#installed-with-intelligent-servicing-fraud__ul_hqz_2k4_bwb} |
[Table 3. Roles installed with the Intelligent Servicing for Fraud application]

{#installed-with-intelligent-servicing-fraud__table_qzw_m3l_4pb}

## Tables installed {#installed-with-intelligent-servicing-fraud__section_hgv_fsp_bwb}

{#installed-with-intelligent-servicing-fraud__table_fbz_45z_vdb__entry__2}

| 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. |
[Table 4. Tables installed with the Intelligent Servicing for Fraud application]

{#installed-with-intelligent-servicing-fraud__table_fbz_45z_vdb}

## Decision tables installed {#installed-with-intelligent-servicing-fraud__section_c4b_bzj_xlb}

{#installed-with-intelligent-servicing-fraud__table_y2n_fzj_xlb__entry__2}

| 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. |
[Table 5. Decision tables installed with the Intelligent Servicing for Fraud application]

{#installed-with-intelligent-servicing-fraud__table_y2n_fzj_xlb}