Intelligent Servicing for Fraud release notes

  • Release version: Store
  • Updated April 9, 2026
  • 2 minutes to read
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    Summary of Intelligent Servicing for Fraud release notes

    Intelligent Servicing for Fraud is a ServiceNow application designed to automate fraud case management for financial institutions. It streamlines the creation, analysis, investigation, and resolution of fraud alerts and complaints, enabling middle and back-office teams to work more efficiently. The application helps reduce the direct and indirect costs of fraud, including reputational damage and regulatory risks.

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    Key Features and Updates

    • Case Management Enhancements: Version 2.7.0 introduced the native CSM Case Type Selector with Agent and User Criteria support, standardizing case type handling and reducing maintenance overhead.
    • Security and Access Control: Version 2.4.0 added Deny ACLs to restrict unauthenticated user access on CRUD operations. Subsequent versions fixed access issues to ensure proper role-based permissions.
    • UI and Usability Improvements: Updated read-only field options to 'Strict Read Only' (v2.6.0), replaced image components with illustration components for fraud scores (v2.2.3), and enhanced agent assist UX pages (v1.1.0).
    • Localization and Configuration: Multiple releases addressed localization support and configuration updates to improve global usability.
    • Data Migration and Model Updates: Migrated service category data to CSM tables (v2.2.0), updated card provider fields, and moved demo data to expanded model and asset class tables (v1.1.2).
    • Bug Fixes: Resolved issues such as task generation errors, access problems after case creation, and field update inconsistencies across various versions.

    What Customers Can Expect

    By adopting Intelligent Servicing for Fraud, ServiceNow customers in financial services can expect a more streamlined and secure fraud case management process. The application’s enhancements improve ease of use, maintainability, and compliance with security standards. Customers benefit from reduced operational costs, faster case resolution, and minimized exposure to fraud-related risks.

    For detailed system requirements and compatibility, customers should consult the application listing on the ServiceNow Store.

    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 2.7.0 - 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.