Financial Services Operations release notes

Financial Services Operations (FSO) has new and updated features in the Australia release.

The Australia release introduces enhanced protections for read‑only fields across the ServiceNow AI Platform®. These changes include a new “read_only_option” field with granular control levels, including “strict_read_only” and “client_script_modifiable". The changes occur in the back end and maintain backward‑compatible behavior. This update helps strengthen your instance security while preserving the flexibility you need. Refer to KB2718122 for additional technical details on how to identify affected fields and adjust their settings. For more information about granular read-only security options, see Configuring read-only security options.

In this release, the following FSO applications have security enhancements for read-only fields.

• Application spoke selector
• Commercial Lines Claims
• Commercial Lines Servicing
• Commercial Lines Underwriting
• Document Processor
• Financial Services Business Deposit Operations
• Financial Services Business Lifecycle
• Financial Services Business Loan Operations
• Financial Services Card Operations
• Financial Services Client Lifecycle
• Financial Services Complaint Management
• Financial Services Credit Operations
• Financial Services Know Your Customer
• Financial Services Operations Core
• Financial Services Payment Operations
• Financial Services Personal Deposit Operations
• Financial Services Personal Loan Operations
• Financial Services Treasury Operations
• Group Life Servicing
• Group Life Underwriting
• Individual Life Claims
• Individual Life Servicing
• Individual Life Underwriting
• Insurance claims
• Insurance Claims Core
• Insurance Special Investigations
• Intelligent Servicing for Fraud
• Payment card
• Personal Lines Claims
• Personal Lines Servicing
• Personal Lines Underwriting

• Agentic Contact Center for Banking release notes
  The ServiceNow® Agentic Contact Center for Banking application provides an AI‑led experience for CSRs (Customer Services Representatives) that streamlines front‑office banking operations and reduces the challenges CSRs face when navigating multiple systems. Agentic Contact Center for Banking is a new application in the Australia release.
• Card data security release notes
  The ServiceNow® Card data security application helps you tokenize sensitive data in card disputes, such as primary account numbers (PANs) and documents, in Financial Services Operations dispute workflows. Card data security was enhanced and updated in the Australia release.
• Dispute Content Pack for US Regulations release notes
  The ServiceNow® Dispute Content Pack for US Regulations application enables issuers in the United States (US) to track dispute cases and conform with regulatory guidelines. Dispute Content Pack for US Regulations was enhanced and updated in the Australia release.
• Dispute Rules Content Pack for Mastercard release notes
  The ServiceNow® Dispute Rules Content Pack for Mastercard application provides a questionnaire for intake of dispute-related information under various dispute categories according to Mastercard guidelines. Dispute Rules Content Pack for Mastercard was enhanced and updated in the Australia release.
• Dispute Rules Content Pack for Visa release notes
  The ServiceNow® Dispute Rules Content Pack for Visa application provides questionnaires for dispute-related information intake under various dispute categories according to Visa guidelines. Dispute Rules Content Pack for Visa was enhanced and updated in the Australia release.
• Financial Services Card Operations release notes
  The ServiceNow® Financial Services Card Operations application enables dispute agents to expedite dispute resolutions by providing the required data and improve the overall experience. Financial Services Card Operations was enhanced and updated in the Australia release.
• Financial Services Operations Core release notes
  The ServiceNow® Financial Services Operations Core application provides a data model that enables financial institutions to create flexible data structures that meet their business needs. Financial Services Operations Core was enhanced and updated in the Australia release.
• Financial Services Operations Integration with Mastercard release notes
  The ServiceNow® Financial Services Operations Integration with Mastercard application enables financial institutions to manage the entire Mastercard dispute process. Financial Services Operations Integration with Mastercard was enhanced and updated in the Australia release.
• Financial Services Operations Integration with Visa release notes
  The ServiceNow® Financial Services Operations Integration with Visa application enables easier integration with workflow applications, such as the card operations dispute management playbook with Visa Resolve Online (VROL) subflows. Financial Services Operations Integration with Visa was enhanced and updated in the Australia release.
• Financial Services Operations Integration with Verifi release notes
  The ServiceNow®Financial Services Operations Integration with Verifi application connects the Financial Services Operations (FSO) issuer dispute workflow to Verifi's Cardholder Dispute Resolution Network (CDRN) - a Visa owned pre-dispute settlement network. This integration enables issuers to automatically initiate structured negotiations with merchants before disputes escalate to costly chargebacks. Financial Services Operations Integration with Verifi is a new application in the Australia release.
• Now Assist for Financial Services Operations (FSO) release notes
  The ServiceNow® Now Assist for Financial Services Operations (FSO) application brings generative and agentic AI to Financial Services Operations. Features include AI agents, case summarization, customer profile and interaction context summarization, disputes intake via Virtual Agent, and support for third-party language models. Now Assist for FSO was enhanced and updated in the Australia release.
• Visa Spoke release notes
  The ServiceNow® Visa Spoke application enables the ServiceNow AI Platform to connect with the Visa Resolve Online (VROL) API suite and Visa Stop Payment Service (VSPS) APIs, providing seamless access to Visa card, payment, and dispute resolution services. Visa Spoke was enhanced and updated in the Australia release.