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


---

# Use

# Using Intelligent Servicing for Fraud {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Learn how fraud agents and managers use the Intelligent Servicing for Fraud application to initiate, investigate, and resolve fraud cases.

## General workflow for a fraud case {#using-intelligent-servicing-for-fraud__section_d2b_jgv_dwb}

Branch workers and fraud agents use personalized Workspace to work on all aspects of their fraud cases. Workspace enables agents to do the following tasks:

* Monitor their workload and performance
* Focus on high-priority items
* Navigate across tasks
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When a fraud case is reported by a customer or an external fraud detection system, a fraud agent initiates a case and updates the transaction details. This process, which triggers a workflow for the transaction, is done with a
case playbook. Throughout the workflow, a fraud agent processes alerts, investigates the case, and updates the statuses of the tasks that are associated with the case update. Depending on the task updates, a workflow might have
additional or fewer tasks.

## How a fraud case is initiated {#using-intelligent-servicing-for-fraud__section_ipr_2fv_dwb}

A fraud case can be initiated as follows:

* A fraud alert case is flagged by an external fraud detection system.
* A fraud case is reported by a customer or from an external source such as a law enforcement agency or a regulator.
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## Assignment and resolution of fraud cases {#using-intelligent-servicing-for-fraud__section_cgy_zds_hmb}

* Fraud agents and managers can use a fraud case to track the lifecycle of a fraud alert and the tasks for the request.
* The Intelligent Servicing for Fraud application includes two sample service definitions that have predefined values that fraud agent and manager can use. The fraud type service definitions are the following:  
  * Card fraud by alert: A fraud agent can update the status of the transactions that are suspected as fraud by interacting with the customers.
  * Card fraud: A fraud agent can investigate a fraudulent case that is reported by a customer or from external sources such as from a law enforcement agency or regulators.
  {#using-intelligent-servicing-for-fraud__ul_jvv_qvb_vmb}To resolve cases, a fraud agent can also gather documents until the closure of the case. The case can also be sent for approval to a fraud manager.
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