Work on a fraud case for card fraud

task australia Updated Sep 10, 2026 2 min read work-on-a-fraud-case-for-card-fraud.md

Use card fraud to work on a fraud case that is created for reviewing alerts that are flagged by customers or from external sources, ensure that any outstanding tasks are completed, and the cases are investigated and resolved.

Before you begin

Role required: sn_bom_fraud.agent or sn_bom_fraud.agent_connector

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.

Procedure

Navigate to All > Financial Services Operations > Workspace.
Select the lists icon ([Omitted image "inline-data-vis-96px-list.png"] Alt text: lists icon).
In the Lists tab, under Fraud cases, open the case list.
- For your assigned cases, select Assigned to me.
- For all fraud cases, select All.
In the list, select which case you want to work on.

If you want to work on a case that isn't assigned to you yet, you can assign it to yourself by selecting Assign to me.
Select the Playbook tab.
Use the activities and tasks under the following playbook stages to fulfill the request and resolve the case:
- Initiate- This stage enables you to enter fraud information, verify fraud transactions, and submit the case.
- Investigate- This stage enables you to investigate the fraud case, determine the recovery funds option, collect documents for verification, and request for manager approval to review the fraud investigation.
- Case disposition - This stage enables you to capture case outcome, notify the customer, update fraud management system, request write-off, and complete all the fulfilment fraud tasks. Any tasks generated during playbook activities appear in the Tasks tab of the case.

Close the task from the task form.

Activity	Action
To update/complete fraud information	In the case playbook, select Mark complete.
To submit a fraud case	In the case playbook, select Submit.
To close investigation tasks	In the task form, select Close to close the task.

Keywords work on a fraud casecard fraud caseinvestigate fraud casesresolve fraud casesfraud case playbookinitiate fraud casefraud investigation stagecase dispositionfraud write-offmanager approval for fraudverify fraud transactionscollect fraud documentssn\_bom\_fraud.agent

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---
title: Work on a fraud case for card fraud
description: Use card fraud to work on a fraud case that is created for reviewing alerts that are flagged by customers or from external sources, ensure that any outstanding tasks are completed, and the cases are investigated and resolved.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/financial-services-operations/intelligent-servicing-for-fraud/work-on-a-fraud-case-for-card-fraud.html
release: australia
product: Intelligent Servicing for Fraud
classification: intelligent-servicing-for-fraud
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 2
keywords: [work on a fraud case, card fraud case, investigate fraud cases, resolve fraud cases, fraud case playbook, initiate fraud case, fraud investigation stage, case disposition, fraud write-off, manager approval for fraud, verify fraud transactions, collect fraud documents, sn\_bom\_fraud.agent]
breadcrumb: [Use, Intelligent Servicing for Fraud, Banking applications, Financial Services Operations \(FSO\)]
---

# Work on a fraud case for card fraud

## Before you begin

Role required: sn\_bom\_fraud.agent or sn\_bom\_fraud.agent\_connector

**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](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/fso-combine-csm-industry-roles.md).

## Procedure

1. Navigate to **All** &gt; **Financial Services Operations** &gt; **Workspace**.

2. Select the lists icon \(\[Omitted image "inline-data-vis-96px-list.png"\] Alt text: lists icon\).

3. In the **Lists** tab, under **Fraud cases**, open the case list.

- For your assigned cases, select **Assigned to me**.
- For all fraud cases, select **All**.
4. In the list, select which case you want to work on.

If you want to work on a case that isn't assigned to you yet, you can assign it to yourself by selecting **Assign to me**.

5. Select the **Playbook** tab.

6. Use the activities and tasks under the following playbook stages to fulfill the request and resolve the case:

- **Initiate**- This stage enables you to enter fraud information, verify fraud transactions, and submit the case.
- **Investigate**- This stage enables you to investigate the fraud case, determine the recovery funds option, collect documents for verification, and request for manager approval to review the fraud investigation.
- **Case disposition** - This stage enables you to capture case outcome, notify the customer, update fraud management system, request write-off, and complete all the fulfilment fraud tasks.
Any tasks generated during playbook activities appear in the **Tasks** tab of the case.

7. Close the task from the task form.

|Activity|Action|
|--------|------|
|**To update/complete fraud information**|In the case playbook, select **Mark complete**.|
|**To submit a fraud case**|In the case playbook, select **Submit**.|
|**To close investigation tasks**|In the task form, select **Close** to close the task.|