Financial Services Operations (FSO)

Access Customer Central to get a quick overview of key customer information. This information helps you learn more about a customer who contacts support.

Activate the Mastercard Spoke in Integration Hub from the ServiceNow Store, enabling organizations to manage the full card dispute life-cycle. You can then use the spoke to efficiently search transactions, create claims, and process chargebacks, pre-arbitration, and arbitration case filings.

Use the Visa Queue Scheduler Flow to control the frequency at which Visa batch queues are processed. This flow runs as a scheduled job at a predefined time interval, triggering the subflow that processes incoming batch queues.

Activate the Visa spoke in IntegrationHub from the ServiceNow Store, and enable the quick access to payment and security data. You can use the spoke to search for transactions, collaborate with merchants, manage disputes and perform other functions with enhanced security

Agentic Contact Center for Banking uses AI agents to enhance customer service by providing customer support representatives with intelligent assistance during interactions. The Banking CSR Customer Insights and Banking CSR Support agents help reduce handling time, enable proactive outreach, and deliver personalized customer experiences through AI-driven analysis and contextual insights.

Agentic Contact Center for Banking equips bank customer service representatives with AI-powered workspaces for handling customer calls and reviewing customer profiles—saving on research time, minimizing application switching, and improving the quality of customer interactions.

Learn about the components and properties that are installed with Agentic Contact Center for Banking.

Agentic Contact Center for Insurance uses AI agents to enhance customer service by providing insurance customer service representatives with intelligent assistance during interactions. The two key agents—Insurance CSR Customer Insights and Insurance CSR Support—help reduce handling time, enable proactive outreach, and deliver personalized customer experiences through AI-driven analysis and contextual insurance data.

Configure Agentic Contact Center for Insurance by integrating your CCaaS provider, setting up AI-powered customer profile and contextual summarization, and enabling AI agents with knowledge graph tags and knowledge base articles.

Learn about the tasks insurance customer service representatives perform in Agentic Contact Center for Insurance to manage interactions with AI-powered assistance, review customer insurance profiles, and generate customer insights.

AI capabilities available in Financial Services Operations, organized by area and application. Use this reference to identify which AI skills, agentic workflows, and AI agents support banking and insurance operations.

AI skills in Agentic Contact Center for Banking generate customer summaries that help customer service representatives understand customer profiles and call context. These skills combine customer data, product ownership, transaction history, and interaction records to provide comprehensive overviews.

AI skills in Agentic Contact Center for Insurance generate real-time customer summaries and interaction context for insurance customer service representatives. These skills consolidate customer identity, policy portfolio, and call context into actionable overviews that eliminate manual data searches.

Commercial Lines Servicing contains preconfigured dashboards with actionable data visualizations that can help your organization improve your business processes and quantify the value of self-service.

Personal Lines Servicing contains preconfigured dashboards with actionable data visualizations that can help your organization improve your business processes and quantify the value of self-service.

Group Life Servicing contains preconfigured dashboards with actionable data visualizations that can help your organization improve your business processes and quantify the value of self-service.

Individual Life Servicing contains preconfigured dashboards with actionable data visualizations that can help your organization improve your business processes and quantify the value of self-service.

The application is built on four sequentially orchestrated subflows. Each maps to a specific Verifi REST endpoint and triggers at a defined point in the dispute workflow.

Insurance claims core includes a claim reserve and payment approval rules engine. It can be found in the decision table Claim reserve and payment approval rules.

Case and task definitions for each FSO Banking & Wealth application scope, organized by the customer requests they fulfill and the service definitions behind them. Use this reference when configuring workflows or understanding the structure of case and task layers.

With the Financial Services Business Loan Operations dashboard, you can get an insight into how your team and business are performing for business loan cases. You can monitor the status of loan cases, see trends, and drill down into the details from a single view.

With the Dispute Management dashboard, you can get an insight into how your team and business are performing for the card service requests that were received for your financial services.

Case summarization generates AI-powered summaries of insurance claims and card dispute cases, helping agents quickly understand case context and actions taken. Summaries can be refreshed to include the latest updates and posted to case work notes.

With the Commercial Lines Claims dashboard, you can get an insight into how your team and business are performing for the personal policy service requests that were received for your insurance services.

With the Commercial Lines Servicing dashboard, you can get an insight into how your team and business are performing for the personal policy service requests that were received for your insurance services.

Learn about the components, such as the roles, tables, plugins, and store applications, that are installed when you install the Commercial Lines Servicing application.

Several types of components are installed with installation of the Document Processor application, including tables and user roles.

Several types of components are installed with activation of the Group Life and Disability Underwriting plugin, including tables and user roles.

Several types of components are installed with activation of the Individual Life Servicing plugin, including tables and user roles.

Learn about the components that are installed with the activation of Agentic Contact Center for Banking.

Review the roles and other components installed when you activate Agentic Contact Center for Insurance.

Several types of components are installed with activation of the Financial Services Operations Integration with FRISS (com.sn_fso_intg_friss) plugin, including tables.

Several types of components are installed with activation of the Financial Services Operations Integration with Socure (com.sn_fso_intg_socure) plugin, including tables.

Several types of components are installed with the activation of the Financial Services Operations Integration with Jack Henry jXchange spoke (com.sn.jha.spoke), including plugins and tables.

Several types of components are installed with activation of the Group Life Servicing plugin, including tables and user roles. The applications also install related plugins and store applications if they are not already installed.

Several types of components are installed with activation of the Individual Life Underwriting plugin, including tables and user roles.

Several types of components are installed with installation of the Commercial Lines Underwriting application (sn_ins_uw_b2b), including tables and user roles.

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

Several types of components are installed with the installation of the Financial Services Remote Tables application, including tables and user roles.

Reference topics provide additional information on the installed components and subflows that you use to configure and administer Financial Services Operations Integration with Mastercard application.

You can use the following Financial Services Operations Integration with Visa application subflows to handle the card dispute management process.

Configure AI indexing to enable intelligent search capabilities across insurance policies, cases, and customer interactions in Agentic Contact Center for Insurance.

Configure AI indexing to enable intelligent search capabilities across financial accounts, cases, and customer interactions in Agentic Contact Center for Banking.

Configure rules to automatically assign cases to specific agents or groups based on the rule conditions. You can either modify predefined assignment rules or create new ones.

Review the components that are installed with the Commercial Lines Servicing application and modify as needed for your organization's business needs.

Review the CRM Workspace available with Financial Services Operations applications to see if it meets your business needs. You can customize its components, if needed.

Configure the customer interaction context summary skill in ServiceNow Otto for FSO to enable AI-powered summaries when initiating a banking customer interaction in Agentic Contact Center for Banking.

Configure the Customer Profile Summarization skill in ServiceNow Otto for FSO to enable AI-powered summaries of banking customer information in Agentic Contact Center for Banking.

Configure the connection between ServiceNow FSO Dispute Management application to the Verifi Cardholder Dispute Resolution Network (CDRN) API to enable end-to-end dispute case submission and resolution.

Review the flows that are available with Financial Services Operations applications to see if these flows meet your business needs. You might need to customize these flows or design new ones as needed.

Configure Financial Services Operations AI agents to define their tools, access controls, triggers, and active status. You can also review Knowledge Graph tag records that supply structured and unstructured data to improve AI agent performance.

Select and configure the Financial Services Operations Integration with FRISS subflows to obtain the fraud score for your organization.

Configure the Financial Services Operations Integration with Socure application to verify a customer's identity and improve the customer's risk determination.

Use this procedure to select and configure the Financial Services Operations Integration with Guidewire application.

Financial Services Know Your Customer (KYC) is automatically installed when you install the Financial Services integration with Socure application. By using this service, you can verify an applicant's identity and evaluate their eligibility. Also reuse this short description in the release notes.

Configure AI skills for Financial Services Operations to enable capabilities such as case summarization, disputes intake, and customer profile summarization. Use this overview to identify and complete the configuration tasks for your deployment.

Review the components that are installed with the Group Life Servicing application and modify as needed for your organization's business needs.

Configure user groups for Financial Services Operations applications for assignment of cases and tasks. You can assign roles to groups to provide access to all group members or assign roles to individual users.

Review the components that are installed with the Individual Life Servicing application and modify as needed for your organization's business needs.

Review the components that are installed with the Personal Lines Servicing application and modify as needed for your organization's business needs.

Configure the Insurance Customer Profile Summarization skill in ServiceNow Otto for FSO to enable AI-powered summaries of insurance customer information in the Customer 360 page of Agentic Contact Center for Insurance.

Configure the Insurance interaction context summary skill in ServiceNow Otto for FSO to enable AI-powered real-time summaries of insurance customer interactions in the Interaction page of Agentic Contact Center for Insurance.

Review and modify the case interceptors that are available with Financial Services Operations applications as needed. These interceptors enable your agents to create cases for various request types from the Platform UI.

If you have the admin role, you can configure the ServiceNow Otto for Financial Services Operations (FSO) application so that your agents can use case summarization skills in Financial Services Workspace and Core UI.

Review the playbooks that are available with Financial Services Operations applications to check they align to your business processes. You may need to customize them or design new ones as needed. You can still use the playbook activity definitions.​

You can review the available request types and configure the ones that you need so that your agents can create cases for these request types from both the Platform and Workspace UI.

The REST Endpoint record in ServiceNow stores the base URL, API version header, and connection properties for the Verifi API. Create two endpoint records: one for UAT testing and one for Production.

Configure service definitions for the services in Financial Services Operations applications. You can review and modify the predefined service definitions that the application installs or add new ones.

Review the service level agreement (SLA) definitions that are installed with Financial Services Operations applications. You can update existing SLAs or add new SLAs to configure start, pause, and stop conditions on any case attributes.

The Verifi Issuer API uses JSON Web Tokens (JWT) for authentication. A fresh JWT must be generated for every API call. This section explains how to store credentials securely and how the ServiceNow script generates and attaches the JWT.

Configure Agentic Contact Center for Banking by integrating your CCaaS provider, setting up AI-powered customer profile and contextual summarization, and enabling AI agents with knowledge graph tags and knowledge base articles.

Agentic workflows in FSO automate dispute resolution tasks by orchestrating AI agents that analyze transactions and generate recommendations. Activate workflows in AI Agent Studio to enable automated assistance for human agents handling friendly fraud cases.

Plan and configure your implementation of Financial Services Operations Integration with Mastercard.

Plan and configure your Financial Services Operations Integration with Visa implementation.

An admin can configure and manage the metadata of documents, such as categories, types, list definitions, and list item definitions. These configurations determine the documents required in Financial Services Operations applications workflows for document verification tasks.

Configure the Financial Services Operations Integration with Jack Henry jXchange application by using the Jack Henry jXchange connection and credential record to authenticate ServiceNow requests.

A processor or contributor can begin the change member info request process by creating a group life case on behalf of your customer.

A processor or contributor can begin the policy request process by creating an individual life case on behalf of your customer.

Review the record producers that are installed with Financial Services Operations applications. You can modify the predefined record producers or add new ones to define how the request forms appear in the Banking Service catalog or Consumer Service portal, or both.

The Customer 360 page provides customer service representatives (CSRs) with an AI-enhanced, comprehensive view of a customer's profile, financial standing, account details, transaction history, and service cases.

The Customer 360 page gives policy servicing and claims servicing CSRs a consolidated view of a customer's profile, policies, coverage, and AI-generated summary, drawn from core insurance and CRM. The view is based on the scope of the respective roles.

Customer Central provides agents or contributors with all the information about the customer in one central place. It enables them to focus on the customer issue and provide efficient and supportive services to their customers.

Create structured and flexible data models to represent the need across various industries.

This section outlines the card disputes data model and the tables installed with the disputes application.

Decision tables in Dispute Management provide decision logic for card dispute processing.

Create document list item definitions for a document list definition. For example, for the Proof of Name Change document category, the document list item could be Name change of customer.

Associate the relevant document types to a document category. For example, for the Proof of Identity document category, the types of documents could be Driver's License and Passport.

Create a document list definition to later associate document list items to. For example, create a Contact onboarding document list definition.

A document collector can collect and submit a document for verification.

A document agent can review and approve or reject a document submitted for verification.

The Financial Services Document Processor application installs automated workflows for enabling document collection and verification.

If any conrefs are broken, re-add them from the doc/source/reuse/domain-separation/domain-separation-overview.dita file.Domain separation is supported for Financial Services Document Processor. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

Plan and configure your implementation of AI skills and agents in Financial Services Operations.

You can enable a set of branch operations features so that managers can gain views into operational performance and cases across the branches they manage.

Enable Document Intelligence for FSO Document Processor by installing and activating the required plugins.

Insurance customer service representatives (CSRs) can use Agentic Contact Center for Insurance to handle customer interactions from a single AI-enhanced workspace that consolidates policy data, live call transcripts, and AI-generated guidance. It reduces application switching and research time, improves interaction quality, and eliminates the complexity of managing multiple applications simultaneously. The details displayed in the workspace are based on the scope of the CSR role.

Financial Services integration with Socure enables you to embed the Socure APIs in workflows and streamline your risk analysis processes.

With Financial Services Operations Integration with FRISS, your insurance company can embed the FRISS API for Claims in workflows, detect and prevent fraud, and improve your underwriting and claims processes.

Learn how you can use ServiceNow Financial Services Operations Integration with Verifi application to seamlessly connect FSO's issuer dispute workflow to Verifi CDRN.

Contributors, processors, and underwriters can use Commercial Lines Servicing to create and manage service requests for commercial insurance policies.

Contributors, processors, and underwriters can use Personal Lines Servicing to create and manage service requests for personal insurance policies.

Learn more about how Agentic Contact Center for Banking enables customer service representatives (CSRs) to handle calls more efficiently, reduce research time, and improve interaction quality.

You can use the ServiceNow Document Processor application to generate standard letters or documents.

Use the Financial Services Operations Integration with Mastercard to automate and simplify how financial institutions manage Mastercard disputes. This integration leverages Mastercard Spoke actions and Mastercom APIs to support a range of dispute lifecycle events and ensure alignment with Mastercard specific business rules.

Learn how you can use the Financial Services Operations Integration with Visa application to seamlessly connect with dispute workflows and manage dispute resolution.

Use the ServiceNow Financial Services Operations (FSO) application to help create a seamless experience for your customers, agents, and managers while resolving issues and initiating and fulfilling requests.

With the Financial Services Operations Integration with Guidewire application, insurers can embed the Guidewire Cloud based APIs in the FSO workflows to handle the day to day business operations for policy services, claims services, and billing services.

The Financial Services Operations Integration with Jack Henry jXchange application enables your agents to access the required system of record information so they can look up and verify your customer's financial and account information quickly. This integration also enables your organization to convert your end-to-end digital financial service processes.

Contributors, processors, and underwriters can manage group life and disability insurance policies, creating cases to initiate and complete insurance workflow tasks.

Contributors, processors, and underwriters can manage individual life and disability insurance policies, creating cases to initiate and complete insurance workflow tasks.

Financial Services Operations has AI skills and agentic AI to support front and back office tasks. Users can summarize case and customer details, enhance disputes intake with Disputes intake via Virtual Agent, and use agentic workflows and AI agents to automate dispute resolution.

Learn about the components and properties that are installed with the Financial Services OperationsDocument Processor application.

The Financial Services Operations (FSO) Core application provides a framework to enable financial institutions to organize and manage their data effectively to meet their business needs. This section introduces FSO Core and explains its purpose and key data design components.

The ServiceNow Financial Services Operations Integration with Mastercard streamlines and simplifies how financial institutions manage Mastercard disputes.

Reference topics provide additional information on the installed components, including plugins,subflows, and system properties, that you use to configure and administer Financial Services Operations Integration with Mastercard application.

You can use the following Financial Services Operations Integration with Mastercard application subflows to handle the Mastercard dispute management process.

The ServiceNow Financial Services Operations Integration with Visa allows you to seamlessly integrate with Visa Resolve Online (VROL) APIs using the Visa Spoke actions to manage various dispute lifecycle events.

Reference topics provide additional information on the installed components and subflows that you use to configure and administer Financial Services Operations Integration with Visa application.

The ServiceNow Financial Services Operations Integration with Verifi application connects FSO's issuer dispute workflow to Verifi Cardholder Dispute Resolution Network (CDRN) which is a Visa-owned pre-dispute settlement service. This integration enables issuers initiate structured negotiations with merchants before disputes escalate to costly chargebacks.

Property and Casualty Insurance Servicing policy service requests are supported through personal and commercial applications.

Integrate your core systems using the ServiceNow Financial Services Remote Tables. This feature streamlines development by eliminating the need to recreate the ServiceNow data model for integrations.

Several flows are installed with Financial Services Operations applications that you can use to automate requests.

Improve productivity with the Financial Services Operations banking suite of applications by reducing manual processes, information silos, and communication failures.

With the Financial Services Business Deposit Operations dashboard, you can get an insight into how your team and business are performing for deposit service requests received for your financial services. You can monitor the status of deposit service cases, see trends, and drill down into the details from a single view.

With the Business Lifecycle Operations dashboard, you can get insight into how your team and business are performing for the business lifecycle cases.

With the Financial Services Client Lifecycle dashboard, you can get insight into how your team and business are performing for the client lifecycle cases.

Financial Services Operations (FSO) applications install agent connector and contributor roles to manage and monitor user privileges effectively. To provide the right level of access, these roles must be paired with roles in the CSM Industry data model and contributor user roles.

With the Financial Services Complaint Management dashboard, you can get an insight into how your team and business are performing for the complaints that were received for your financial services. You can monitor the status of the complaint service cases, see trends, and drill down into the details from a single view.

The Platform Analytics Solution contains prepackaged Performance Analytics content that you can use with other ServiceNow AI Platform products. The solution provides you with data visualizations that help you to improve your business processes and quantify the value of your self-services.

This section describes the banking tables in FSO Core and shows how they store and manage banking information.

This section explains the insurance tables in FSO Core and how they handle insurance data.

This section describes the key tables in FSO Core and their relationships. Understanding these relationships helps you manage data effectively and enhances system functionality.

This section defines the various roles within Financial Services Operations Core and explains the business rules that guide the system’s actions.

Define document categories to categorize the different document types that are used across Financial Services Operations applications. An example of a document category could be Proof of Identity.

The Financial Services Operations Integration with Guidewire provides these subflows to automate Guidewire tasks. These subflows can be customized as per business needs.

ServiceNow Commercial Lines Servicing enables underwriters and processors in your financial institution to quickly resolve commercial insurance policy service requests, and can help you transform your middle and back-office insurance policy operations.

ServiceNow Personal Lines Servicing enables underwriters and processors in your financial institution to quickly resolve personal insurance policy service requests, and can help you transform your middle and back-office insurance policy operations.

Activate the content pack ServiceNow Store application for the Platform Analytics.

Use Financial Services Operations insurance suite of applications to resolve mid-term policy changes and requests with agility and responsiveness.

This use case illustrates how to enable an agent to submit a case for a known customer.

This use case illustrates how to use a REST API call to lookup financial transaction details for a customer’s mortgage account on a remote banking system (system of record).

This integration scenario illustrates how to update a system of record within the bank application.

Learn about case types, how they’re structured, and how they’re used in Financial Services Operations (FSO).

You have several options to integrate your data with your platform. Review the Integration Guidance decision matrix to determine which is the best approach for your needs.

If you need a new case type that can't be extended from an existing application, you can create one by extending the FSO Base Case (sn_bom_case) table.

You can extend from existing case types that are provided in Financial Services Operations (FSO) applications, enabling you to take advantage of prebuilt roles, business rules, and other business logic.

There are numerous ways to integrate with FSO depending on your company's needs. This section describes some of the more common of these integration use cases. You can deploy each of these use cases on their own or you can combine them to meet your specific needs.

ServiceNow Financial Services Operations (FSO) enables financial services institutions (FSIs) to securely automate core operational processes through pre-built digital applications and workflows. FSO connects operations across all departments—front, middle, and back-office—for financial institutions with a single platform.

Understand the different approaches of implementing remote tables, and the advantages and disadvantages of each.

A service definition describes a service that a financial institution offers to support a product that they sell. Service definitions work with case types to provide different types of support inquiries and unique request and fulfillment processes. In FSO, a sample list of service definitions is preconfigured for each product and line of business.

This use case illustrates how the ServiceNow Financial Services Operations (FSO) product can receive case requests from an external system, such as online or mobile banking application, core banking systems, or other CRM tools.

The Financial Services Operations (FSO) product provides multiple tables that you can leverage within your custom FSO applications. This section identifies the most frequently used of these tables and defines the fields contained within them.

You can use case types and service definitions to define the processes and data needed to resolve customer issues in Financial Services Operations (FSO). The topics in this section provide an overview and discuss choosing which implementation to use in various situations.

Financial Services Operations (FSO) leverages the REST Table API to enable external sources, such as bank applications, to interact with the FSO data stored on a ServiceNow instance. The Table API provides endpoints that enable you to perform all CRUD operations (create, read, update, and delete) on your FSO centric tables from an external source.

Diagrams showing the relationships between FSO banking applications, service definitions, and case types.

Diagrams showing the relationships between FSO insurance applications, service definitions, and case types.

Financial Services Operations (FSO) integrations provide seamless client experiences with automated verification and acceptance.

The ServiceNow Financial Services Operations Integration with FRISS application enables Property and casualty (also known as P&C) insurers to build trust automation into their solutions. This application offers a solution that can be effortlessly integrated into any insurance workflow.

The Financial Services Operations Integration with Guidewire application enables insurers to integrate with the cloud version of the Guidewire InsuranceSuite, in order to support different business use cases with respect to policy servicing, claim servicing, or billing.

The ServiceNow Financial Services Operations Integration with Jack Henry jXchange enables your agents to use the lookup functionality of the Jack Henry jXchange SilverLake core banking application. By integrating the Jack Henry jXchange spoke with the Financial Services Operations, your agents can look up the information about your customers and financial accounts.

Reference topics provide additional information on the installed components, including plugins,subflows, and system properties, that you use to configure and administer Financial Services Operations Integration with Visa application.

Look up a record from any table based on defined conditions.

The ServiceNow Financial Services Operations (FSO) solution helps financial services institutions to reduce costs through automation, improve customer satisfaction, and embed risk and compliance controls across workflows.

With the Financial Services Personal Deposit Operations dashboard, you can get an insight into how your team and business are performing for the deposit service requests received for your financial services. You can monitor the status of the deposit service cases, see trends, and drill down into the details from a single view.

The Financial Services Operations Process Mining Content Pack has preconfigured Process Mining models for Financial Services Operations processes that help analysts and process owners analyze how effective their business processes are.

With the Financial Services Treasury Operations dashboard, you can get an insight into how your team and business are performing for the treasury service requests that were received for your financial services.

Configure the internal and external users for Customer Service Management to provide the right access to features, capabilities, and case data. Create relationships that facilitate case management and fulfill support roles for specific accounts.

The Financial Services Operations (FSO) workspace provides a single location for agents to process cases and tasks. Agents can use it to respond to all task types, view the full context of an issue, and get relevant recommendations to resolve issues.

Use the Banking CSR customer insights AI agent in the Customer 360 page to automatically consolidate customer data and generate persona-based insights. These insights help customer service representatives (CSRs) prepare for callbacks, conduct proactive outreach, and identify high-value customers requiring attention.

Use the Insurance CSR customer insights AI agent in the Customer 360 page to quickly access and understand a customer's insurance details, including policies, coverages, claims, and servicing history, without navigating away from the workspace.

With the Group Life Servicing dashboard, you can get an insight into how your team and business are performing for the group policy service requests that were received for your insurance services.

Learn about the components, such as the roles, tables, plugins, and store applications, that are installed when you install the Group Life Servicing application.

The ServiceNow Group Life Servicing application (sn_ins_group_life) gives your organization the tools to establish, update, and maintain group life and disability insurance policies.

Import your financial accounts, financial products, financial institutions, and financial transactions into ServiceNow Financial Services Operations Core tables. You need this foundation data to make the Financial Services Operations applications work.

The Verifi API endpoint is HTTPS-only. ServiceNow must trust the Verifi/Visa CA certificate chain to establish a secure connection. This section covers importing the certificate into the ServiceNow certificate store.

With the Individual Life Servicing dashboard, you can get an insight into how your team and business are performing for the individual policy service requests that were received for your insurance services.

Learn about the components, such as the roles, tables, plugins, and store applications, that are installed when you install the Individual Life Servicing application.

The ServiceNow Individual Life Servicing application (sn_ins_indiv_life) gives your organization the tools to quickly update and maintain individual life and disability insurance policies.

Learn about the components, such as the roles, tables, plugins, and store applications, that are installed when you install thePersonal Lines Servicing application.

If you have the admin role, you can install the Agentic Contact Center for Banking application (app_fso_csr).

If you have the admin role, you can install the Agentic Contact Center for Insurance application (sn_ins_csr).

If you have the admin role, you can install the Financial Services Operations Integration with Mastercard application.

If you have the admin role, you can install the Financial Services Operations Integration with Visa application.

Activate the Financial Services Operations Integration with Socure (com.sn_fso_intg_socure) application so that you can embed the Socure APIs in workflows that are developed with Financial Services Operations.

You can install the Group Life Servicing application (sn_ins_group_life) if you have the admin role. The application installs related ServiceNow Store applications and plugins if they are not already installed.

You can install the Individual Life Servicing application (sn_ins_indiv_life) if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.

You can install the Personal Lines Servicing (sn_ins_policy_b2c) application if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.

You can install the Commercial Lines Servicing (sn_ins_policy_b2b) application if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.

Several types of components are installed with installation of the Personal Lines Underwriting application (sn_ins_underwrite), including tables and user roles.

Several types of components are installed with the installation of the Financial Services Insurance Policy Operations Personal Lines Servicing store applications, including tables and user roles. The applications also install related plugins and store applications if they are not already installed.

Case and task definitions organized by FSO Insurance application scope. Use this reference to identify which service definitions support each case type and task type across personal lines, commercial lines, life insurance, claims, and underwriting applications.

The Insurance Claims Core application includes a framework that provides generic claims data model components and approval engine that your organization can use to create flexible data structures that meet your business needs.

This section outlines the core roles involved in managing insurance claims and highlights their system properties.

This section explains the insurance tables in Insurance Claims Core and how they handle insurance data.

The ServiceNow Financial Services Operations integration with Socure enables you to onboard more accounts, reduce risk, and lower client acquisition costs.

ServiceNow Financial Services Document Processor enables other Financial Services Operations applications to collect and verify documents that are used in workflows across these applications. You can submit documents for verification​, and request deferment​ or exception.

Integration with Document Intelligence enables machine learning (ML) to assist in quickly automating document processing and accurately extracting information from documents to the ServiceNow AI Platform.

Integrating Financial Services Operations with Field Service Management enables you to create and view all work orders and appointments related to your case, depending on your business needs.

Integrating Financial Services Operations (FSO) with Service Exchange enables you to connect ServiceNow instances to provide seamless support and service experiences.

The Interaction page provides customer service representatives (CSRs) with a consolidated view of customer details, live call transcript analysis, and AI-driven assistance during active customer interactions.

The Interaction page is a dedicated workspace for insurance CSR (customer service representative) agents. It consolidates customer identification, interaction history, and live call transcript analysis into a single view during active customer interactions.

The Verifi Issuer API uses JSON Web Tokens (JWT) for authentication. A fresh JWT must be generated for every API call. This section explains how to store credentials securely and how the ServiceNow script generates and attaches the JWT.

Agentic Contact Center for Insurance enables insurance CSR agents to handle customer interactions more effectively by providing an AI-powered, unified workspace that displays customer summaries and interaction history. Agents can view previous cases and interactions in a single interface, reducing manual research and switching between applications during customer calls.

Life Insurance Servicing policy service requests are supported through individual life and group life applications.

Learn about Mastercard requirements for dispute supporting documents and images.

If any conkeyrefs are broken, re-add them from the doc/source/reuse/domain-separation/domain-separation-overview.dita file.In the short description, edit the first sentence to state whether domain separation is supported or not and add the application name. Keep the conkeyref at the end that describes domain separation.Domain separation is supported for ServiceNow Otto for Financial Services Operations (FSO). Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

This section outlines the core roles involved in managing payment cards in the Payment card application.

This section describes the tables in the Payment card application and shows how they store and manage physical payment card information.

The Payment card application stores details of payment cards, which can be used across the entire card life-cycle, from issuance to servicing.

With the Financial Services Payment Operations dashboard, you can get an insight into how your team and business are performing for payment inquiries, claims, and debits.

With the Personal Lines Claims dashboard, you can get an insight into how your team and business are performing for the claim service requests that were received for your personal lines policies.

With the Personal Lines Servicing dashboard, you can get an insight into how your team and business are performing for the personal policy service requests that were received for your insurance services.

With the Financial Services Personal Loan Operations dashboard, you can get an insight into how your team and business are performing for the personal loan cases. You can monitor the status of loan cases, see trends, and drill down into the details from a single view.

Several playbooks are installed with Financial Services Operations applications that you can use to run your digitized business process.

Customize the properties that are available with the Financial Services Operations Integration with Visa application.

A record producer enables your users to submit banking requests from the Banking Service catalog and Consumer Service portal and stores the requested information as a record in the associated table.

Learn about the components and properties that are installed with Agentic Contact Center for Insurance.

Learn about other supporting information that can help you configure and use the Financial Services Operations Integration with Verifi application.

Request AI-powered assistance during customer interactions to receive real-time insights, intent identification, and recommended responses. The Banking CSR support AI agent analyzes call context and transcripts to provide next-step guidance and suggested actions within the Interaction page.

Access AI-powered capabilities such as case summarization and dispute resolution assistance in Financial Services Operations by using the ServiceNow Otto panel. The panel provides conversational AI skills and agents to support case management workflows.

Request AI-powered assistance during insurance customer interactions to receive real-time insights, intent identification, and recommended responses. The Insurance CSR support AI agent analyzes call context and transcripts to provide next-step guidance and suggested actions within the Interaction page.

Learn how agents, using the change coverage limits workflows, resolve service requests for requesting, reviewing, and approving policy change requests.

Learn how agents, using the change member info workflows, resolve service requests for requesting, reviewing, and approving group life insurance member change requests.

Learn how agents, using the increase coverage workflow, resolve service requests for requesting, reviewing, and approving individual life insurance policy change requests.

Learn how agents, using the change coverage limits workflows, resolve service requests for requesting, reviewing, and approving policy change requests.

Configure the Financial Services Operations Integration with Mastercard application by using the Mastercard connection and credential record to authenticate ServiceNow requests.

Configure the Financial Services Operations Integration with Visa application by using the Visa connection and credential record to authenticate ServiceNow requests.

This use case illustrates how an agent at a financial institution can access individual consumer, bank account, and transactional data that resides in a third-party external system. This integration methodology can apply across industries, such as integrating to a policy administration system in insurance.

Set up your Financial Services Operations application by importing financial services data and reviewing and configuring the components installed with the application. You can configure record producers, Workflow Studio flows, assignment groups and rules, workspace, playbooks, and service level agreement definitions for Financial Services Operations applications. These settings enable creating and managing requests and tasks for banking operations.

Integrate your FRISS account with your ServiceNow instance so that you determine whether the claim is legitimate or fraudulent.

You can integrate a ServiceNow instance with your Guidewire account so that you can access policy and claims information in the insurance core system.

You can integrate a ServiceNow instance with your Jack Henry jXchange account so that you can access and verify customer and account information quickly.

Integrate your Socure account with your ServiceNow instance so that you can perform the required activities for onboarding new customers. Also reuse this short description in the release notes.

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

Activate the Socure spoke plugin (com.sn_socure_spoke) from Integration Hub. Activating this plugin enables you to enhance your Workflow Studio experience with integration-specific content. You can use pre-built flows and actions to automate your integrations or create your own integration automation.

Financial Services Operations (FSO) creates efficiencies through shared services used by multiple applications and workflows.

Review the inputs for each skill to see how a skill is used.