Setting up Intelligent Servicing for Fraud

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • You can set up your implementation for the Intelligent Servicing for Fraud application by installing the application, importing financial services data, and reviewing and configuring the components that are installed with the application.

    The following table provides an overview of the configuration tasks that are required for Intelligent Servicing for Fraud.

    Table 1. Intelligent Servicing for Fraud configuration tasks

    Task

    Description

    Install Intelligent Servicing for Fraud.

    Install the Intelligent Servicing for Fraud application to work on fraud cases.

    For detailed instructions on how to install the application, see Install Intelligent Servicing for Fraud.

    Assign roles for Intelligent Servicing for Fraud users.

    Assign roles to control the actions that are available for each user.

    For detailed instructions on how to assign roles, see Assign roles for Intelligent Servicing for Fraud users.

    Configure service definitions.

    Configure service definitions by navigating to Fraud Operations > Administration > Service Definitions..

    For detailed instructions on how to configure service definitions, see Configure service definitions.

    Configure a playbook.

    Configure the playbook by navigating to All > Process Automation > Process Automation Designer..

    For detailed instructions on how to edit or create flows, see Edit or create a new playbook.

    Configure CSM Configurable Workspace.

    Configure CSM Configurable Workspace to enable agents to interact with customers and to create and work on cases.

    For detailed instructions on how to configure CSM Configurable Workspace, seeConfigure CSM Configurable Workspace.

    Edit or create flows.

    Edit or create flows by navigating to All > Process Automation > Flow Designer..

    For detailed instructions on how to edit or create flows, see Configure flows

    Configure service level agreements (SLAs).

    Configure an SLA by navigating to All > Service Level Management > SLA > SLA Definitions.

    For detailed instructions on how to configure an SLA, see Configure the Service Level Agreements (SLAs).

    Configure user groups.

    Configure the following user groups for case and task assignments. You can also assign roles to groups and users.

    Table 2.
    Name Roles
    Fraud operations analyst sn_bom_fraud.agent
    Fraud operations investigator sn_bom_fraud.agent
    Fraud operations manager sn_bom_fraud.manager and sn_process_optimization_analyst

    For detailed instructions on how to configure user groups, see Configure user groups.

    Configure assignment rules to route tasks to agents, based on their skill sets.

    Configure the following assignment rule to identify cases that meet certain conditions and then route those cases to agents.

    Table 3.
    Name Table
    Fraud case sn_bom_fraud_case

    For detailed instructions on how to configure assignment rules, see Configure assignment rules