Components installed with Financial Services Card Operations

  • Release version: Xanadu
  • Updated August 1, 2024
  • 3 minutes to read
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    Summary of Components installed with Financial Services Card Operations

    The Financial Services Card Operations application installs multiple key components essential for managing credit card and dispute workflows within ServiceNow. These components include tables, user roles, related plugins, and store applications that collectively enable streamlined card operations and dispute management.

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    Plugins and Store Applications

    • Customer Service Plugin: Extends tables from Customer Service Management to support Financial Services Operations.
    • Financial Services Operations Core: Stores customer data necessary for credit card requests.
    • Financial Services Credit Operations: Manages Credit Risk Assessment tasks integrated into card workflows.
    • Guided Decisions Experience: Enables use of Guided Decisions with playbooks and recommended actions.
    • Document Processor: Supports management of document service tasks within card operations.

    User Roles

    The application installs several roles tailored to various user responsibilities in credit card and dispute management:

    • Credit Card Admin: Full administrator capabilities including role assignment and data management.
    • Credit Card Agent: Access to view and work on credit card cases and tasks.
    • Credit Card Contributor: Can submit credit card requests and handle documents, requiring combination with CSM Contributor roles.
    • Credit Card Agent Connector: Submits requests and processes tasks for managed accounts, requiring CSM industry data model roles.
    • Credit Card Viewer: View-only access to credit card cases and related data.
    • Credit Card Account Viewer: View credit card data entities.
    • Card Dispute Manager and Agents: Manage dispute cases and workflows, including viewing performance analytics and using process mining. Some roles require CSM industry data model roles for full functionality.
    • Card Dispute Viewer: View dispute cases and related information.

    Tables Installed

    The application creates specialized tables to support credit card and dispute services, extending core ServiceNow tables for case and task management:

    • Card Base: Foundation table extended by Credit Card Service and Dispute Service tables.
    • Credit Card Service and Task Tables: Store credit card cases and tasks.
    • Dispute Service, Task, and Transaction Tables: Manage dispute cases, tasks, and transaction records.
    • Visa Dispute Intake Tables: Capture Visa dispute questionnaires and cardholder responses, supporting intake processes via portal.

    Practical Benefits for ServiceNow Customers

    By installing the Financial Services Card Operations application, customers gain a comprehensive framework to manage credit card lifecycle events and dispute handling efficiently. The pre-configured roles and tables simplify user access management and data organization, while integrated plugins and store applications extend functionality to cover credit risk, document processing, and guided decision-making. This integrated approach supports operational efficiency, regulatory compliance, and improved customer service in financial services environments.

    Several types of components are installed with the installation of the Financial Services Card Operations application, including tables and user roles. The application also installs related plugins and store applications if they are not already installed.

    Note:
    The Application Files table lists the components that are installed with this application. For instructions on how to access this table, see Find components installed with an application.

    Demo data is available for this application.

    Plugins installed

    Table 1. Plugins installed with the Financial Services Card Operations application
    Plugin Description
    Customer Service

    [com.sn_customerservice]

    		 Enables the extension of tables from the Customer Service Management application into the Financial Services Operations applications.

    Store applications installed

    Table 2. Store applications installed with the Financial Services Card Operations application
    Store application Description
    Financial Services Operations Core Stores the customer data that is needed to make credit card requests. For more information, see .
    Financial Services Credit Operations Enables management of Credit Risk Assessment tasks that are used in the card operations workflows. For more information, see Components installed with Financial Services Credit Operations.
    Guided Decisions Experience Allows customers to use Guided Decisions with Playbooks, Recommended Actions, and other features. For more information, see Configuring Guided Decisions
    Document Processor Enables management of document services tasks that are used in card operations workflows. For more information, see Integrate with Financial Services Document Processor.

    Roles installed

    Table 3. Roles installed with the Financial Services Card Operations application
    Role title [name] Description Contains roles
    Credit card admin

    [sn_bom_credit_card.admin]

    		 Application-specific system administrator role that can:
    • Grant card operations roles
    • Delete credit card cases and tasks
    • Has read, write, and create access to credit card data.
    Note:
    The sn_bom.admin role contains the sn_bom_credit_card.admin role when the Financial Services Card Operations application is installed.
    		 sn_bom_credit_card.agent
    Credit card agent

    [sn_bom_credit_card.agent]
    • View the overall status of credit card cases
    • Work on credit card cases and tasks
    • sn_ind.write
    • sn_bom_credit_asmt.viewer
    • sn_bom_credit_card_account.viewer
    • sn_bom_document.viewer
    • sn_esm_agent
    Credit card contributor

    [sn_bom_credit_card.contributor]
    • Submit credit card requests
    • View the status of credit card cases, credit assessment tasks, and document services tasks
    • Work on credit card case and collect inbound documents for accounts managed by them till the New stage
    Important:
    For the contributor role to work, it must be combined with one of the CSM Contributor users roles. For more information, see Roles and Personas.
    • sn_sla_definition_read
    • sn_bom.b2c_contributor
    • sn_bom_credit_asmt.b2c_viewer
    • sn_bom_credit_card_account.viewer
    • sn_bom_document.b2c_viewer
    • sn_customerservice.csm_workspace_user
    Credit card agent connector

    [sn_bom_credit_card.agent_connector]
    • Submit credit card requests
    • Work on credit card and tasks to fulfil card requests for accounts managed by them
    Important:
    For the agent connector role to work, it must be combined with one of the CSM industry data model roles. For more information, see Roles and Personas.
    • sn_sla_definition_read
    • sn_bom_credit_asmt.b2c_viewer
    • sn_bom.viewer
    • sn_bom_credit_card_account.viewer
    • sn_bom.agent
    • sn_bom_document.b2c_viewer
    • sn_customerservice.csm_workspace_user
    Credit card viewer

    [sn_bom_credit_card.viewer]

    		 View credit card cases and related data
    • sn_ind.write
    • sn_customerservice.case_viewer
    • sn_bom.credit_card_account_viewer
    Credit card account viewer

    [sn_bom.credit_card_account_viewer]

    		 View credit card data entities.
    Card dispute manager [sn_bom_credit_card.dispute_manager]
    • Manage dispute functions
    • View the Performance Analytics reports in the dashboard
    • Use Process Mining projects for dispute management processes
    		 sn_bom_credit_card.dispute_agent

    Card dispute agent

    [sn_bom_credit_card.dispute_agent]
    • View status of dispute cases
    • Work on dispute cases and tasks
    • 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

    Card dispute agent connector

    [sn_bom_credit_card.dispute_agent_connector]
    • Submit dispute requests
    • Work on dispute tasks to resolve requests for accounts managed by them
    Important:
    For the agent connector role to work, it must be combined with one of the CSM industry data model roles. For more information, see Roles and Personas.
    • 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
    Card dispute viewer

    [sn_bom_credit_card.dispute_viewer]

    		 View dispute cases and related data
    • 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

    Tables installed

    Table 4. Tables installed with the Financial Services Card Operations application
    Table Description
    Card Base

    [sn_bom_card_base]

    		 Credit Card Service table extends the Card Base table. Card Base table extends the Case [sn_customerservice_case] table.
    Credit Card Service

    [sn_bom_credit_card_service]

    		 Stores all credit card service cases. This table extends the Card Base [sn_bom_card_base] table.
    Credit Card Task

    [sn_bom_credit_card_task]

    		 Stores all credit card tasks. This table extends the Financial Task [sn_bom_task] table.

    Dispute Service

    [sn_bom_credit_card_disputes_service]    		 Stores all dispute service cases. This table extends the Card Base [sn_bom_card_base] table.

    Dispute Task

    [sn_bom_credit_card_disputes_task]    		 Stores all dispute tasks. This table extends the Financial Task [sn_bom_task] table.

    Dispute Transaction

    [sn_bom_credit_card_disputes_transaction]    		 Stores all dispute transactions.

    Visa Dispute Intake

    [sn_bom_visa_cp_visa_dispute_questionnaire]    		 Stores all Visa Dispute Questionnaire questions and responses. Extends the Intake Form [sn_evnt_inq_qtn] table.

    Visa Dispute Cardholder Intake

    [sn_bom_visa_cp_visa_dispute_cardholder_intake]    		 Stores Visa Dispute Questionnaire questions and responses submitted by consumers, such as a dispute playbook on a service portal. See Dispute Intake in Portal for more information. Extends the Visa Dispute Intake [sn_bom_visa_cp_visa_dispute_questionnaire] table.