Reference

Zurich Financial Services Operations

Release

zurich

ft:locale

en-US

ft:publication_title

Zurich Financial Services Operations

ft:clusterId

finso

bundleId

finso

workflow

Customer and Industry

Components installed with Intelligent Servicing for Fraud

Release version: Zurich

Updated July 31, 2025

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Summary of Components installed with Intelligent Servicing for Fraud

The Intelligent Servicing for Fraud (snbomfraud) plugin activates several essential components that enable comprehensive fraud case management within ServiceNow. These components include plugins, store applications, user roles, tables, and decision tables that collectively support detection, investigation, and resolution of fraud cases.

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Plugins and Store Applications

Customer Service [com.sncustomerservice]: Extends Customer Service Management tables into Financial Services Operations applications, facilitating integrated case handling.
Financial Services Operations Core: Stores customer data necessary for complaint service requests, underpinning fraud case processes.
Playbooks for Customer Service Management: Provides visualized, task-oriented workflows to ensure consistent handling of common situations, including fraud investigation steps.

Roles Installed

Multiple roles are installed to manage fraud cases with appropriate access levels:

snbomfraud.admin: Full CRUD permissions on fraud cases.
snbomfraud.agent: Access and view fraud data as a fraud agent.
snbomfraud.viewer: View-only access to fraud cases.
snbomfraud.manager: Authority to approve or reject fraud cases.
snbomfraud.contributor: Create fraud cases on behalf of customers.
snbomfraud.agentconnector: Create, view, edit fraud cases and engage with consumers to resolve cases.

These roles also include related permissions for viewing customer data, account data, and interacting with service definitions, ensuring controlled and secure access tailored to fraud management responsibilities.

Tables Installed

Fraud Case [snbomfraudcase]: Central table storing all fraud alerts and cases reported by customers or external entities. This table extends the Financial Services Base and Case tables, integrating fraud cases into broader service management workflows.
Fraud Task [snbomfraudtask]: Stores subtasks associated with fraud cases, allowing agents to perform specific activities such as write-offs or reporting to compliance teams.
Fraud Transaction [snbomfraudtransaction]: Captures transaction-level fraud information and outcomes of business rules applied during the fraud case lifecycle.

Decision Tables Installed

Card fraud policy rules: Business rules to determine if a transaction should be investigated and to assess customer liability.
Card fraud risk evaluation rules: Rules to evaluate the risk level associated with transactions.
Fraud investigation routing rules: Rules to decide whether to route a case to the Fraud investigator group.

What This Enables ServiceNow Customers to Do

By activating the Intelligent Servicing for Fraud plugin, customers gain a structured framework to handle fraud detection and investigation comprehensively. The installed components facilitate:

Integration of fraud case data with customer and financial service management records.
Role-based access control to ensure secure and appropriate handling of sensitive fraud information.
Use of decision tables to automate risk evaluation, investigation routing, and policy enforcement.
Management of fraud cases and related tasks through dedicated tables, supporting thorough and auditable workflows.

This setup allows ServiceNow customers to efficiently manage fraud incidents, maintain regulatory compliance, and improve response consistency.

Several types of components are installed with the activation of the Intelligent Servicing for Fraud (sn_bom_fraud) plugin, including tables, user roles, and scheduled jobs.

Plugins installed

Table 1. Plugins installed with the Intelligent Servicing for Fraud 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 Intelligent Servicing for Fraud application
Store application	Description
Financial Services Operations Core	Stores the customer data that is needed to make complaint service requests. For more information, see Financial Services Operations Core.
Playbooks for Customer Service Management	Provides a way to visualize business process workflows in a simple, task-oriented view, ensuring consistent responses to commonly encountered situations. For more information, see Playbooks for Customer Service Management.

Roles installed

Table 3. Roles installed with the Intelligent Servicing for Fraud application
Role	Description	Contains roles
sn_bom_fraud.admin	creates, reads, updates, and deletes (CRUD) operations on fraud cases.	decision_table_admin sn_bom.service_definition_admin sn_bom_fraud.agent sn_doc_processor.admin
sn_bom_fraud.agent	Accesses and views fraud data as a fraud agent.	sn_doc_processor.agent 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
sn_bom_fraud.viewer	Grants access to view fraud cases.	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
sn_bom_fraud.manager	Approves or rejects fraud cases.	sn_bom_fraud.agent
sn_bom_fraud.contributor	Creates a fraud case on behalf of the customer.	sn_bom.account_viewer sn_doc_processor.collector sn_bom.ref_data_viewer sn_bom.service_viewer sn_bom.service_definition_read sn_sla_definition_read sn_bom.credit_card_account_viewer sn_customerservice.csm_workspace_user sn_bom.deposit_account_viewer sn_bom.b2b_credit_card_account_viewer
sn_bom_fraud.agent_connector	Creates, views, and edits fraud cases and works with consumers to resolve cases.	sn_doc_processor.agent 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

Tables installed

Table 4. Tables installed with the Intelligent Servicing for Fraud application
Table	Description
Fraud Case [sn_bom_fraud_case]	Stores all alerts that are flagged by the external fraud detection systems. This table is also used to log and investigate fraud cases that are reported by customers or by external entities such as the law enforcement agency or regulators in a country. The Fraud Case table extends the Financial Services Base table. Services Base table extends the Case [sn_customerservice_case] table.
Fraud Task [sn_bom_fraud_task]	Stores all fraud tasks. This table is used by fraud agents as a subtask to complete their fraud cases. For example, write off and report to risk and compliance. The Fraud Task table extends the Financial Task [sn_bom_task] table.
Fraud Transaction [sn_bom_fraud_transaction]	Stores the fraud transaction information and outcome of business rules that are triggered at various stages in the life cycle of the case.

Decision tables installed

Table 5. Decision tables installed with the Intelligent Servicing for Fraud application
Name	Description
Card fraud policy rules	Rules to decide whether investigation is allowed for a transaction and to determine its associated customer liability.
Card fraud risk evaluation rules	Rules to determine risk associated with a transaction.
Fraud investigation routing rules	Rules to decide whether to route case to Fraud investigator group or not.