Financial Services Card Operations release notes
The ServiceNow® Financial Services Card Operations application introduces a dispute playbook on the portal, enabling cardholders to initiate disputes, retrieve enriched transaction details, and receive real-time case updates through a dispute tracker. Financial Services Card Operations was enhanced and updated in the Xanadu release.
Financial Services Card Operations highlights for the Xanadu release
- Enable cardholders to create and track disputes with a dispute playbook experience on the portal.
- Enhance navigation with intuitive transitions between different role-based landing pages.
- Permit scoped admins to modify landing pages with extensive capabilities, confirming that content aligns with the specific needs and preferences of their user base.
See Financial Services Card Operations for more information.
New in the Xanadu release
- Playbook enhancements for dispute
- These enhancements enable the cardholders to do the following:
- Initiate disputes directly through the portal by selecting your financial account and the transactions that you want to dispute.
- Simplify the process of initiating and tracking disputes with the user-friendly dispute portal interface.
- Collect detailed information about the dispute through a questionnaire on the portal.
- Enable cardholders to attach relevant documents to their dispute cases.
- Receive real-time updates on your case through the dispute tracker on the portal.
- Submit the dispute through the portal to land on a review page, where the agent can review and modify the details for the case as required before submitting it for investigation.
- Card disputes enhancements
-
- Added a common dispute questionnaire table with questions relevant to various card networks for both agents and cardholders.
- Moved the reason code field to the card dispute transaction table.
- Updated the logic to determine the reason code from the case to the card dispute transaction table.
Changed in this release
- Updated data model
-
Introduced the following two new tables for questionnaire intake:
- Dispute Intake [sn_bom_credit_card_dispute_intake]
- Cardholder Dispute Intake [sn_bom_credit_card_cardholder_dispute_intake]
- Updated Card disputes transaction table
- Removed the following fields from the Card disputes case table:
- Account status as of transaction date
- Dispute amount modification reason
- Reason code
- Reason code message
- Suggested reason code
- Visa Resolve Online (VROL) version 25.1 updates
-
The domain value description for the DisputeResponseReason column has been updated from Copy of ATM Cash Disbursement or Load Transaction to Copy of ATM Cash Disbursement.
UI changes
- Dispute workspaces
- The updated landing pages for dispute personas feature a new visual design and improved navigation.
Removed in this release
- Moved the reason code for Late Presentment from the processing error decision question to the authorization category.
- Updated the 12.1 chargeback rules to 11.3, aligning with VROL’s latest release revision 24.2.
- Removed the is_parcelado column from the dispute intake table, in alignment with VROL’s latest release revision 24.2.
Activation information
Install Financial Services Card Operations by requesting it from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.