Financial Services Card Operations release notes
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- UpdatedFeb 1, 2024
- 2 minutes to read
- Washington DC
- Release Notes and Upgrades
The ServiceNow® Financial Services Card Operations application enhances the UI experience for Card disputes service cases, empowering dispute agents with the necessary data to expedite dispute resolution and enhance the overall disputes experience. Financial Services Card Operations was enhanced and updated in the Washington DC release.
Financial Services Card Operations highlights for the Washington DC release
- Implement a horizontal playbook that provides agents with a complete view of the entire process and their current position within it. Agents can utilize the playbook to monitor their overall progress while working on cases.
- Record essential information, such as case details and transaction status, on the left side of the page to confirm constant accessibility.
- Enhance the user experience by implementing a playbook activity that utilizes a list and form format.
See Financial Services Card Operations for more information.
Important: Financial Services Card Operations is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.
New in the Washington DC release
- User experience enhancements in dispute agent workspace
- The enhanced workspace enables dispute agents to review detailed summaries of disputed transactions. The upgraded interface helps agents comprehend the case's progression and enables them to update forms on the same page without navigating to different sections. Additionally, it empowers agents to effectively multitask by opening details of various activities in different tabs.
- Enhancements for dispute agent and dispute manager landing pages
- Added the ability to view and monitor card disputes and have created additional reports for:
- Debit card dispute cases
- Credit card cases with incorrect billing
Changed in this release
- Enhancements to card disputes playbook
- Starting with the Washington DC release, the following playbook enhancements have been made to the card disputes:
- Merged the playbook Record generator with the Enter dispute details activity.
- Removed the Write off from the UI and moved its functionality to the Set recovery option task.
- Changed the approval logic for:
- Immediate final credit cases where the dispute gets denied
- Investigate transactions task when a transaction is ineligible for a chargeback but a chargeback route is still pursued
- Review representment tasks when merchant should not be provided a credit
- Added a Closure lane so that agents can manually close the case by filling in the Resolution code and Resolution remarks details.
- Updated labels of Issue final credit and Choose recovery option to Set recovery option and Issue credit, respectively.
UI changes
- Dispute Agent Workspace UI
- The Dispute Agent Workspace UI now displays detailed summaries of disputed transactions.