loc string | api string | lastmod string | changefreq string | priority float64 | sitemappart string | locale string | bundle string | page_id string | release string | title string | description string | keywords list | breadcrumbs list | html_content string | page_content dict | clean_text string | rich_text string |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
https://www.servicenow.com/docs/en-US/bundle/zurich-financial-services-operations/page/product/fso-card-operations/concept/investigate-mastercard-dispute.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-financial-services-operations/page/product/fso-card-operations/concept/investigate-mastercard-dispute.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-financial-services-operations | product/fso-card-operations/concept/investigate-mastercard-dispute.html | zurich | Investigate Mastercard dispute | The Investigate stage displays the dispute tasks related to investigating the Mastercard transaction. | [] | [
"Financial Services Operations (FSO)",
"Using banking applications",
"Managing dispute service requests",
"Managing disputes integrated with Mastercard",
"Processing a Mastercard dispute"
] | <article class="hascomments" data-page="bundle:zurich-financial-services-operations/enus/product/fso-card-operations/concept/investigate-mastercard-dispute.html" id="bundle:zurich-financial-services-operations/enus/product/fso-card-operations/concept/investigate-mastercard-dispute.html"><body id="investigate-mastercard... | {
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"title": "Using banking applica... | # Investigate Mastercard dispute
The Investigate stage displays the dispute tasks related to investigating the Mastercard transaction.
The Investigate stage of the disputed transaction includes the following tasks:
| Task | Description |
| --- | --- |
| Report fraud to card network | Used to report fraud to the car... | ---
title: Investigate Mastercard dispute
description: The Investigate stage displays the dispute tasks related to investigating
the Mastercard transaction.
keywords: []
breadcrumbs:
- Financial Services Operations (FSO)
- Using banking applications
- Managing dispute service requests
- Managing disputes integrated w... |
https://www.servicenow.com/docs/en-US/bundle/zurich-financial-services-operations/page/product/fso-card-operations/concept/investigate-stage.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-financial-services-operations/page/product/fso-card-operations/concept/investigate-stage.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-financial-services-operations | product/fso-card-operations/concept/investigate-stage.html | zurich | Investigate stage | The Investigate stage of the card dispute playbook, perform tasks such as issuing provisional credit, reviewing participating merchant alerts, and investigating the transaction. | [] | [
"Financial Services Operations (FSO)",
"Using banking applications",
"Managing dispute service requests",
"Managing disputes integrated with Visa",
"Processing a dispute case with the Card Dispute Transaction playbook"
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"title": "Using banking applica... | # Investigate stage
The Investigate stage of the card dispute playbook, perform tasks such as issuing provisional credit, reviewing participating merchant alerts, and investigating the transaction.
The dispute agent manages disputed transactions through various activities in the transaction playbook. The Investigate ... | ---
title: Investigate stage
description: The Investigate stage of the card dispute playbook, perform tasks such
as issuing provisional credit, reviewing participating merchant alerts, and investigating
the transaction.
keywords: []
breadcrumbs:
- Financial Services Operations (FSO)
- Using banking applications
- M... |
https://www.servicenow.com/docs/en-US/bundle/zurich-financial-services-operations/page/product/fso-card-operations/concept/pre-arbitration-and-arbitration-overview.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-financial-services-operations/page/product/fso-card-operations/concept/pre-arbitration-and-arbitration-overview.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-financial-services-operations | product/fso-card-operations/concept/pre-arbitration-and-arbitration-overview.html | zurich | About pre-arbitration and arbitration | The Card dispute playbook integration with Visa supports pre-arbitration and arbitration workflows. Initiate pre-arbitration and arbitration workflows to resolve unresolved disputes between issuers and acquirers. | [] | [
"Financial Services Operations (FSO)",
"Using banking applications",
"Managing dispute service requests",
"Managing disputes integrated with Visa"
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"title": "Using banking applica... | # About pre-arbitration and arbitration
The Card dispute playbook integration with Visa supports pre-arbitration and arbitration workflows. Initiate pre-arbitration and arbitration workflows to resolve unresolved disputes between issuers and acquirers.
Note: In the playbook, the term “case filing” is used to refer to... | ---
title: About pre-arbitration and arbitration
description: The Card dispute playbook integration with Visa supports pre-arbitration
and arbitration workflows. Initiate pre-arbitration and arbitration workflows to
resolve unresolved disputes between issuers and acquirers.
keywords: []
breadcrumbs:
- Financial Ser... |
https://www.servicenow.com/docs/en-US/bundle/zurich-financial-services-operations/page/product/fso-card-operations/concept/processing-mastercard-dispute-case.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-financial-services-operations/page/product/fso-card-operations/concept/processing-mastercard-dispute-case.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-financial-services-operations | product/fso-card-operations/concept/processing-mastercard-dispute-case.html | zurich | Processing a Mastercard dispute | You can view all the transactions of the Mastercard transaction dispute in the Processing stage of the playbook. This stage provides transaction information such as dispute amount, transaction date and time, merchant name, transaction state, current activity, and activity SLA. | [] | [
"Financial Services Operations (FSO)",
"Using banking applications",
"Managing dispute service requests",
"Managing disputes integrated with Mastercard"
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"title": "Using banking applica... | # Processing a Mastercard dispute
You can view all the transactions of the Mastercard transaction dispute in the Processing stage of the playbook. This stage provides transaction information such as dispute amount, transaction date and time, merchant name, transaction
state, current activity, and activity SLA.
After ... | ---
title: Processing a Mastercard dispute
description: You can view all the transactions of the Mastercard transaction dispute
in the Processing stage of the playbook. This stage provides transaction information
such as dispute amount, transaction date and time, merchant name, transaction state,
current activity... |
https://www.servicenow.com/docs/en-US/bundle/zurich-financial-services-operations/page/product/fso-card-operations/concept/reviewing-a-dispute-case.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-financial-services-operations/page/product/fso-card-operations/concept/reviewing-a-dispute-case.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-financial-services-operations | product/fso-card-operations/concept/reviewing-a-dispute-case.html | zurich | Reviewing a dispute case | In Financial Services Card Operations, review the dispute cases submitted by a cardholder from the customer portal. You can verify disputed and associated transactions, update the dispute reason, fill out a transaction-level questionnaire in cases with multiple transactions, and submit | [] | [
"Financial Services Operations (FSO)",
"Using banking applications",
"Managing dispute service requests",
"Managing disputes integrated with Visa"
] | <article class="hascomments" data-page="bundle:zurich-financial-services-operations/enus/product/fso-card-operations/concept/reviewing-a-dispute-case.html" id="bundle:zurich-financial-services-operations/enus/product/fso-card-operations/concept/reviewing-a-dispute-case.html"><body id="reviewing-a-dispute-case"><main ro... | {
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"title": "Using banking applica... | # Reviewing a dispute case
In Financial Services Card Operations, review the dispute cases submitted by a cardholder from the customer portal. You can verify disputed and associated transactions, update the dispute reason, fill out a transaction-level
questionnaire in cases with multiple transactions, and submit the c... | ---
title: Reviewing a dispute case
description: In Financial Services Card Operations, review the dispute cases submitted
by a cardholder from the customer portal. You can verify disputed and associated
transactions, update the dispute reason, fill out a transaction-level questionnaire
in cases with multiple tra... |
https://www.servicenow.com/docs/en-US/bundle/zurich-financial-services-operations/page/product/fso-card-operations/concept/work-on-a-dispute-case-integrated-with-visa.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-financial-services-operations/page/product/fso-card-operations/concept/work-on-a-dispute-case-integrated-with-visa.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-financial-services-operations | product/fso-card-operations/concept/work-on-a-dispute-case-integrated-with-visa.html | zurich | Managing disputes integrated with Visa | To optimize the card dispute process, the playbook integrates with subflows that communicate with Visa, supporting an end-to-end dispute lifecycle from raising an initial dispute to final resolution. These subflows can help you meet Visa's chargeback deadlines and ensure successful | [] | [
"Financial Services Operations (FSO)",
"Using banking applications",
"Managing dispute service requests"
] | <article class="hascomments" data-page="bundle:zurich-financial-services-operations/enus/product/fso-card-operations/concept/work-on-a-dispute-case-integrated-with-visa.html" id="bundle:zurich-financial-services-operations/enus/product/fso-card-operations/concept/work-on-a-dispute-case-integrated-with-visa.html"><body ... | {
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"title": "Using banking applica... | # Managing disputes integrated with Visa
To optimize the card dispute process, the playbook integrates with subflows that communicate with Visa, supporting an end-to-end dispute lifecycle from raising an initial dispute to final resolution. These subflows can help you meet Visa's chargeback deadlines and ensure succes... | ---
title: Managing disputes integrated with Visa
description: To optimize the card dispute process, the playbook integrates with subflows
that communicate with Visa, supporting an end-to-end dispute lifecycle from raising
an initial dispute to final resolution. These subflows can help you meet Visa's
chargeback ... |
https://www.servicenow.com/docs/en-US/bundle/zurich-financial-services-operations/page/product/fso-card-operations/concept/workspace-for-agent.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-financial-services-operations/page/product/fso-card-operations/concept/workspace-for-agent.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-financial-services-operations | product/fso-card-operations/concept/workspace-for-agent.html | zurich | Dispute agent workspace | The dispute agent workspace provides a single, streamlined, and consistent workflow for agents. This workspace offers alignment with back‑end process steps and easier decision‑making through each stage of a dispute. The landing page provides an overview of your cases and | [] | [
"Financial Services Operations (FSO)",
"Using banking applications",
"Dispute Management"
] | <article class="hascomments" data-page="bundle:zurich-financial-services-operations/enus/product/fso-card-operations/concept/workspace-for-agent.html" id="bundle:zurich-financial-services-operations/enus/product/fso-card-operations/concept/workspace-for-agent.html"><body id="workspace-for-agent"><main role="main"><arti... | {
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"title": "Using banking applica... | # Dispute agent workspace
The dispute agent workspace provides a single, streamlined, and consistent workflow for agents. This workspace offers alignment with back‑end process steps and easier decision‑making through each stage of a
dispute. The landing page provides an overview of your cases and tasks, which helps to... | ---
title: Dispute agent workspace
description: "The dispute agent workspace provides a single, streamlined, and consistent\
\ workflow for agents. This workspace offers alignment with back\u2011end process\
\ steps and easier decision\u2011making through each stage of a dispute. The landing\
\ page provides an o... |
https://www.servicenow.com/docs/en-US/bundle/zurich-financial-services-operations/page/product/fso-card-operations/concept/workspace-for-dispute-manager.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-financial-services-operations/page/product/fso-card-operations/concept/workspace-for-dispute-manager.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-financial-services-operations | product/fso-card-operations/concept/workspace-for-dispute-manager.html | zurich | Dispute manager workspace | As a dispute manager, you can work on your assigned cases and coordinate real-time updates on your team's cases from the dispute manager workspace. | [] | [
"Financial Services Operations (FSO)",
"Using banking applications",
"Dispute Management"
] | <article class="hascomments" data-page="bundle:zurich-financial-services-operations/enus/product/fso-card-operations/concept/workspace-for-dispute-manager.html" id="bundle:zurich-financial-services-operations/enus/product/fso-card-operations/concept/workspace-for-dispute-manager.html"><body id="workspace-for-dispute-ma... | {
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"title": "Using banking applica... | # Dispute manager workspace
As a dispute manager, you can work on your assigned cases and coordinate real-time updates on your team's cases from the dispute manager workspace.
To access the dispute manager workspace page, you need to have one of these roles: sn\_bom\_credit\_card.admin or sn\_bom\_credit\_card.disput... | ---
title: Dispute manager workspace
description: As a dispute manager, you can work on your assigned cases and coordinate
real-time updates on your team's cases from the dispute manager workspace.
keywords: []
breadcrumbs:
- Financial Services Operations (FSO)
- Using banking applications
- Dispute Management
---
#... |
https://www.servicenow.com/docs/en-US/bundle/zurich-financial-services-operations/page/product/fso-card-operations/reference/dispute-data-model.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-financial-services-operations/page/product/fso-card-operations/reference/dispute-data-model.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-financial-services-operations | product/fso-card-operations/reference/dispute-data-model.html | zurich | Card disputes data model | This section outlines the card disputes data model and the tables installed with the disputes application. | [] | [
"Financial Services Operations (FSO)",
"Learning and exploring",
"Data Model"
] | <article class="hascomments" data-page="bundle:zurich-financial-services-operations/enus/product/fso-card-operations/reference/dispute-data-model.html" id="bundle:zurich-financial-services-operations/enus/product/fso-card-operations/reference/dispute-data-model.html"><body id="dispute-data-model"><main role="main"><art... | {
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"title": "Learning and explorin... | # Card disputes data model
This section outlines the card disputes data model and the tables installed with the disputes application.
## Card disputes data model
The following diagram shows the tables and their relationships within the card disputes data model.
Figure 1. Disputes data model
## Card disputes tables... | ---
title: Card disputes data model
description: This section outlines the card disputes data model and the tables installed
with the disputes application.
keywords: []
breadcrumbs:
- Financial Services Operations (FSO)
- Learning and exploring
- Data Model
---
# Card disputes data model
This section outlines the c... |
https://www.servicenow.com/docs/en-US/bundle/zurich-financial-services-operations/page/product/fso-card-operations/task/alert-merchant-dispute-mc.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-financial-services-operations/page/product/fso-card-operations/task/alert-merchant-dispute-mc.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-financial-services-operations | product/fso-card-operations/task/alert-merchant-dispute-mc.html | zurich | Alert merchant regarding dispute | Review merchant response regarding the dispute. The merchant can choose to resolve the disputed transaction or decline to resolve, during the investigation stage. | [] | [
"Financial Services Operations (FSO)",
"Using banking applications",
"Managing dispute service requests",
"Managing disputes integrated with Mastercard",
"Processing a Mastercard dispute",
"Investigate Mastercard dispute"
] | <article class="hascomments" data-page="bundle:zurich-financial-services-operations/enus/product/fso-card-operations/task/alert-merchant-dispute-mc.html" id="bundle:zurich-financial-services-operations/enus/product/fso-card-operations/task/alert-merchant-dispute-mc.html"><body id="alert-merchant-dispute-mc"><main role=... | {
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"title": "Using banking applica... | # Alert merchant regarding dispute
Review merchant response regarding the dispute. The merchant can choose to resolve the disputed transaction or decline to resolve, during the investigation stage.
## Before you begin
Role required: sn\_bom\_credit\_card.dispute\_agent or sn\_bom\_credit\_card.dispute\_agent\_connec... | ---
title: Alert merchant regarding dispute
description: Review merchant response regarding the dispute. The merchant can choose
to resolve the disputed transaction or decline to resolve, during the investigation
stage.
keywords: []
breadcrumbs:
- Financial Services Operations (FSO)
- Using banking applications
- M... |
https://www.servicenow.com/docs/en-US/bundle/zurich-financial-services-operations/page/product/fso-card-operations/task/closing-the-mc-dispute-case.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-financial-services-operations/page/product/fso-card-operations/task/closing-the-mc-dispute-case.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-financial-services-operations | product/fso-card-operations/task/closing-the-mc-dispute-case.html | zurich | Closing the Mastercard dispute case | After the tasks get closed, the case is set to the Closure state. | [] | [
"Financial Services Operations (FSO)",
"Using banking applications",
"Managing dispute service requests",
"Managing disputes integrated with Mastercard"
] | <article class="hascomments" data-page="bundle:zurich-financial-services-operations/enus/product/fso-card-operations/task/closing-the-mc-dispute-case.html" id="bundle:zurich-financial-services-operations/enus/product/fso-card-operations/task/closing-the-mc-dispute-case.html"><body id="closing-the-mc-dispute-case"><main... | {
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"title": "Using banking applica... | # Closing the Mastercard dispute case
After the tasks get closed, the case is set to the Closure state.
## Before you begin
Role required: sn\_bom\_credit\_card.dispute\_agent or sn\_bom\_credit\_card.dispute\_agent\_connector.
Important: For the agent connector role to work, it
must be combined with one of the CSM... | ---
title: Closing the Mastercard dispute case
description: After the tasks get closed, the case is set to the Closure state.
keywords: []
breadcrumbs:
- Financial Services Operations (FSO)
- Using banking applications
- Managing dispute service requests
- Managing disputes integrated with Mastercard
---
# Closing the... |
https://www.servicenow.com/docs/en-US/bundle/zurich-financial-services-operations/page/product/fso-card-operations/task/initiate-a-chargeback.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-financial-services-operations/page/product/fso-card-operations/task/initiate-a-chargeback.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-financial-services-operations | product/fso-card-operations/task/initiate-a-chargeback.html | zurich | Initiating a chargeback | Complete tasks such as initiating a chargeback, providing credit to a customer, and refunding a merchant. | [] | [
"Financial Services Operations (FSO)",
"Using banking applications",
"Managing dispute service requests",
"Managing disputes without card network integration"
] | <article class="hascomments" data-page="bundle:zurich-financial-services-operations/enus/product/fso-card-operations/task/initiate-a-chargeback.html" id="bundle:zurich-financial-services-operations/enus/product/fso-card-operations/task/initiate-a-chargeback.html"><body id="initiate-a-chargeback"><main role="main"><arti... | {
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"title": "Using banking applica... | # Initiating a chargeback
Complete tasks such as initiating a chargeback, providing credit to a customer, and refunding a merchant.
| ---
title: Initiating a chargeback
description: Complete tasks such as initiating a chargeback, providing credit to a
customer, and refunding a merchant.
keywords: []
breadcrumbs:
- Financial Services Operations (FSO)
- Using banking applications
- Managing dispute service requests
- Managing disputes without card ne... |
https://www.servicenow.com/docs/en-US/bundle/zurich-financial-services-operations/page/product/fso-card-operations/task/initiate-a-mastercard-dispute-case.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-financial-services-operations/page/product/fso-card-operations/task/initiate-a-mastercard-dispute-case.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-financial-services-operations | product/fso-card-operations/task/initiate-a-mastercard-dispute-case.html | zurich | Initiate a dispute case | Initiate a dispute for Mastercard transaction by completing the details, answering the questionnaire, uploading required documents, and submitting for review. | [] | [
"Financial Services Operations (FSO)",
"Using banking applications",
"Managing dispute service requests",
"Managing disputes integrated with Mastercard"
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Initiate a dispute for Mastercard transaction by completing the details, answering the questionnaire, uploading required documents, and submitting for review.
## Before you begin
Role required: sn\_bom\_credit\_card.dispute\_agent or sn\_bom\_credit\_card.dispute\_agent\_connector.
Importa... | ---
title: Initiate a dispute case
description: Initiate a dispute for Mastercard transaction by completing the details,
answering the questionnaire, uploading required documents, and submitting for review.
keywords: []
breadcrumbs:
- Financial Services Operations (FSO)
- Using banking applications
- Managing dispute... |
https://www.servicenow.com/docs/en-US/bundle/zurich-financial-services-operations/page/product/fso-card-operations/task/initiate-chargeback-and-recover-funds-from-merchant.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-financial-services-operations/page/product/fso-card-operations/task/initiate-chargeback-and-recover-funds-from-merchant.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-financial-services-operations | product/fso-card-operations/task/initiate-chargeback-and-recover-funds-from-merchant.html | zurich | Initiate chargeback and recover funds from merchant | Initiate a request for the card network issuer to credit the customer. | [] | [
"Financial Services Operations (FSO)",
"Using banking applications",
"Managing dispute service requests",
"Managing disputes without card network integration",
"Initiating a chargeback"
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"title": "Using banking applica... | # Initiate chargeback and recover funds from merchant
Initiate a request for the card network issuer to credit the customer.
## Before you begin
Role required:
sn\_bom\_credit\_card.dispute\_agent or sn\_bom\_credit\_card.dispute\_agent\_connector
Important: For the agent connector role to work, it
must be combined... | ---
title: Initiate chargeback and recover funds from merchant
description: Initiate a request for the card network issuer to credit the customer.
keywords: []
breadcrumbs:
- Financial Services Operations (FSO)
- Using banking applications
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- Managing disputes without card network int... |
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"Financial Services Operations (FSO)",
"Using banking applications",
"Managing dispute service requests",
"Managing disputes integrated with Mastercard",
"Processing a Mastercard dispute",
"Chargeback in Mastercard transaction disputes"
] | <article class="hascomments" data-page="bundle:zurich-financial-services-operations/enus/product/fso-card-operations/task/initiate-chargeback-mastercard.html" id="bundle:zurich-financial-services-operations/enus/product/fso-card-operations/task/initiate-chargeback-mastercard.html"><body id="initiate-chargeback-masterca... | {
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"title": "Using banking applica... | # Initiate chargeback
Initiate a chargeback for Mastercard transaction disputes and request collaboration from merchants.
## Before you begin
Role required: sn\_bom\_credit\_card.dispute\_agent or sn\_bom\_credit\_card.dispute\_agent\_connector.
Important: For the agent connector role to work, it
must be combined w... | ---
title: Initiate chargeback
description: Initiate a chargeback for Mastercard transaction disputes and request
collaboration from merchants.
keywords: []
breadcrumbs:
- Financial Services Operations (FSO)
- Using banking applications
- Managing dispute service requests
- Managing disputes integrated with Mastercar... |
https://www.servicenow.com/docs/en-US/bundle/zurich-financial-services-operations/page/product/fso-card-operations/task/investigate-dispute-mc.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-financial-services-operations/page/product/fso-card-operations/task/investigate-dispute-mc.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-financial-services-operations | product/fso-card-operations/task/investigate-dispute-mc.html | zurich | Investigate the dispute | The Investigate stage involves tasks related to pursuing chargeback and initiate investigation of the dispute. | [] | [
"Financial Services Operations (FSO)",
"Using banking applications",
"Managing dispute service requests",
"Managing disputes integrated with Mastercard",
"Processing a Mastercard dispute",
"Investigate Mastercard dispute"
] | <article class="hascomments" data-page="bundle:zurich-financial-services-operations/enus/product/fso-card-operations/task/investigate-dispute-mc.html" id="bundle:zurich-financial-services-operations/enus/product/fso-card-operations/task/investigate-dispute-mc.html"><body id="investigate-dispute-mc"><main role="main"><a... | {
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"title": "Using banking applica... | # Investigate the dispute
The Investigate stage involves tasks related to pursuing chargeback and initiate investigation of the dispute.
## Before you begin
Role required: sn\_bom\_credit\_card.dispute\_agent or sn\_bom\_credit\_card.dispute\_agent\_connector
Important: For the agent connector role to work, it
must... | ---
title: Investigate the dispute
description: The Investigate stage involves tasks related to pursuing chargeback and
initiate investigation of the dispute.
keywords: []
breadcrumbs:
- Financial Services Operations (FSO)
- Using banking applications
- Managing dispute service requests
- Managing disputes integrated... |
https://www.servicenow.com/docs/en-US/bundle/zurich-financial-services-operations/page/product/fso-card-operations/task/make-decision-on-chargeback.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-financial-services-operations/page/product/fso-card-operations/task/make-decision-on-chargeback.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-financial-services-operations | product/fso-card-operations/task/make-decision-on-chargeback.html | zurich | Make a decision on chargeback, write off or transaction denial | Determine whether to initiate a chargeback for a transaction if the cardholder hasn’t yet received the final credit. | [] | [
"Financial Services Operations (FSO)",
"Using banking applications",
"Managing dispute service requests",
"Managing disputes integrated with Mastercard",
"Processing a Mastercard dispute",
"Investigate Mastercard dispute"
] | <article class="hascomments" data-page="bundle:zurich-financial-services-operations/enus/product/fso-card-operations/task/make-decision-on-chargeback.html" id="bundle:zurich-financial-services-operations/enus/product/fso-card-operations/task/make-decision-on-chargeback.html"><body id="make-decision-on-chargeback"><main... | {
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"title": "Using banking applica... | # Make a decision on chargeback, write off or transaction denial
Determine whether to initiate a chargeback for a transaction if the cardholder hasn’t yet received the final credit.
## Before you begin
Role required: sn\_bom\_credit\_card.dispute\_agent or sn\_bom\_credit\_card.dispute\_agent\_connector.
Important:... | ---
title: Make a decision on chargeback, write off or transaction denial
description: "Determine whether to initiate a chargeback for a transaction if the\
\ cardholder hasn\u2019t yet received the final credit."
keywords: []
breadcrumbs:
- Financial Services Operations (FSO)
- Using banking applications
- Managing ... |
https://www.servicenow.com/docs/en-US/bundle/zurich-financial-services-operations/page/product/fso-card-operations/task/manually-investigate-disputed-transaction.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-financial-services-operations/page/product/fso-card-operations/task/manually-investigate-disputed-transaction.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-financial-services-operations | product/fso-card-operations/task/manually-investigate-disputed-transaction.html | zurich | Investigate transactions | If a merchant refuses a transaction dispute, the case may move to the manual investigation task. | [] | [
"Financial Services Operations (FSO)",
"Using banking applications",
"Managing dispute service requests",
"Managing disputes without card network integration",
"Investigating a dispute"
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"title": "Using banking applica... | # Investigate transactions
If a merchant
refuses
a transaction dispute, the case may move to the manual investigation task.
## Before you begin
Role required:
sn\_bom\_credit\_card.dispute\_agent or sn\_bom\_credit\_card.dispute\_agent\_connector
Important: For the agent connector role to work, it
must be combined ... | ---
title: Investigate transactions
description: If a merchant refuses a transaction dispute, the case may move to the
manual investigation task.
keywords: []
breadcrumbs:
- Financial Services Operations (FSO)
- Using banking applications
- Managing dispute service requests
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https://www.servicenow.com/docs/en-US/bundle/zurich-financial-services-operations/page/product/fso-card-operations/task/provide-final-credit-mc.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-financial-services-operations/page/product/fso-card-operations/task/provide-final-credit-mc.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-financial-services-operations | product/fso-card-operations/task/provide-final-credit-mc.html | zurich | Provide final credit to customer | Issue immediate final credit to the card holder. | [] | [
"Financial Services Operations (FSO)",
"Using banking applications",
"Managing dispute service requests",
"Managing disputes integrated with Mastercard",
"Processing a Mastercard dispute",
"Investigate Mastercard dispute"
] | <article class="hascomments" data-page="bundle:zurich-financial-services-operations/enus/product/fso-card-operations/task/provide-final-credit-mc.html" id="bundle:zurich-financial-services-operations/enus/product/fso-card-operations/task/provide-final-credit-mc.html"><body id="provide-final-credit-mc"><main role="main"... | {
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"title": "Using banking applica... | # Provide final credit to customer
Issue immediate final credit to the card holder.
## Before you begin
Role required: sn\_bom\_credit\_card.dispute\_agent or sn\_bom\_credit\_card.dispute\_agent\_connector
Important: For the agent connector role to work, it
must be combined with one of the CSM industry data model ... | ---
title: Provide final credit to customer
description: Issue immediate final credit to the card holder.
keywords: []
breadcrumbs:
- Financial Services Operations (FSO)
- Using banking applications
- Managing dispute service requests
- Managing disputes integrated with Mastercard
- Processing a Mastercard dispute
- In... |
https://www.servicenow.com/docs/en-US/bundle/zurich-financial-services-operations/page/product/fso-card-operations/task/refund-merchant.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-financial-services-operations/page/product/fso-card-operations/task/refund-merchant.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-financial-services-operations | product/fso-card-operations/task/refund-merchant.html | zurich | Return funds to merchant | A merchant can be refunded if their representment evidence is approved. | [] | [
"Financial Services Operations (FSO)",
"Using banking applications",
"Managing dispute service requests",
"Managing disputes without card network integration",
"Initiating a chargeback"
] | <article class="hascomments" data-page="bundle:zurich-financial-services-operations/enus/product/fso-card-operations/task/refund-merchant.html" id="bundle:zurich-financial-services-operations/enus/product/fso-card-operations/task/refund-merchant.html"><body id="refund-merchant"><main role="main"><article role="article"... | {
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"title": "Using banking applica... | # Return funds to merchant
A merchant can be refunded if their representment evidence is approved.
## Before you begin
Role required:
sn\_bom\_credit\_card.dispute\_agent or sn\_bom\_credit\_card.dispute\_agent\_connector
Important: For the agent connector role to work, it
must be combined with one of the CSM indus... | ---
title: Return funds to merchant
description: A merchant can be refunded if their representment evidence is approved.
keywords: []
breadcrumbs:
- Financial Services Operations (FSO)
- Using banking applications
- Managing dispute service requests
- Managing disputes without card network integration
- Initiating a ch... |
https://www.servicenow.com/docs/en-US/bundle/zurich-financial-services-operations/page/product/fso-card-operations/task/report-fraud-mc.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-financial-services-operations/page/product/fso-card-operations/task/report-fraud-mc.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-financial-services-operations | product/fso-card-operations/task/report-fraud-mc.html | zurich | Report fraud to card network | Report potential fraud on a transaction to a card network. | [] | [
"Financial Services Operations (FSO)",
"Using banking applications",
"Managing dispute service requests",
"Managing disputes integrated with Mastercard",
"Processing a Mastercard dispute",
"Investigate Mastercard dispute"
] | <article class="hascomments" data-page="bundle:zurich-financial-services-operations/enus/product/fso-card-operations/task/report-fraud-mc.html" id="bundle:zurich-financial-services-operations/enus/product/fso-card-operations/task/report-fraud-mc.html"><body id="report-fraud-mc"><main role="main"><article role="article"... | {
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"title": "Using banking applica... | # Report fraud to card network
Report potential fraud on a transaction to a card network.
## Before you begin
Role required: sn\_bom\_credit\_card.dispute\_agent or sn\_bom\_credit\_card.dispute\_agent\_connector
## Procedure
1. Navigate to All > Financial Services Operations > Workspace.
2. Select the lists icon ... | ---
title: Report fraud to card network
description: Report potential fraud on a transaction to a card network.
keywords: []
breadcrumbs:
- Financial Services Operations (FSO)
- Using banking applications
- Managing dispute service requests
- Managing disputes integrated with Mastercard
- Processing a Mastercard disput... |
https://www.servicenow.com/docs/en-US/bundle/zurich-financial-services-operations/page/product/fso-card-operations/task/report-fraud.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-financial-services-operations/page/product/fso-card-operations/task/report-fraud.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-financial-services-operations | product/fso-card-operations/task/report-fraud.html | zurich | Report fraud | Report potential fraud on a transaction to a card network. If potential fraud was flagged for a transaction during manual investigation, a transaction includes the Fraud reporting task within the workflow | [] | [
"Financial Services Operations (FSO)",
"Using banking applications",
"Managing dispute service requests",
"Managing disputes without card network integration",
"Investigating a dispute"
] | <article class="hascomments" data-page="bundle:zurich-financial-services-operations/enus/product/fso-card-operations/task/report-fraud.html" id="bundle:zurich-financial-services-operations/enus/product/fso-card-operations/task/report-fraud.html"><body id="report-fraud"><main role="main"><article role="article" class="d... | {
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"title": "Using banking applica... | # Report fraud
Report potential fraud on a transaction to a card network. If potential fraud was flagged for a transaction during manual investigation, a transaction includes the Fraud reporting task within the workflow
## Before you begin
Role required: sn\_bom\_credit\_card.dispute\_agent or sn\_bom\_credit\_card.... | ---
title: Report fraud
description: Report potential fraud on a transaction to a card network. If potential
fraud was flagged for a transaction during manual investigation, a transaction includes
the Fraud reporting task within the workflow
keywords: []
breadcrumbs:
- Financial Services Operations (FSO)
- Using ba... |
https://www.servicenow.com/docs/en-US/bundle/zurich-financial-services-operations/page/product/fso-card-operations/task/review-and-decide-prearbitration.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-financial-services-operations/page/product/fso-card-operations/task/review-and-decide-prearbitration.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-financial-services-operations | product/fso-card-operations/task/review-and-decide-prearbitration.html | zurich | Review chargeback response and decide on pre-arbitration or arbitration | Review second presentment for the chargeback and initiate pre-arbitration or arbitration, as required for the dispute workflow of the Chargeback stage. For Mastercard transaction chargeback, you can skip raising the pre-arbitration and directly raise the arbitration request. | [] | [
"Financial Services Operations (FSO)",
"Using banking applications",
"Managing dispute service requests",
"Managing disputes integrated with Mastercard",
"Processing a Mastercard dispute",
"Chargeback in Mastercard transaction disputes"
] | <article class="hascomments" data-page="bundle:zurich-financial-services-operations/enus/product/fso-card-operations/task/review-and-decide-prearbitration.html" id="bundle:zurich-financial-services-operations/enus/product/fso-card-operations/task/review-and-decide-prearbitration.html"><body id="review-and-decide-prearb... | {
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"title": "Using banking applica... | # Review chargeback response and decide on pre-arbitration or arbitration
Review second presentment for the chargeback and initiate pre-arbitration or arbitration, as required for the dispute workflow of the Chargeback stage. For Mastercard transaction chargeback, you can skip raising the pre-arbitration and directly ... | ---
title: Review chargeback response and decide on pre-arbitration or arbitration
description: Review second presentment for the chargeback and initiate pre-arbitration
or arbitration, as required for the dispute workflow of the Chargeback stage. For
Mastercard transaction chargeback, you can skip raising the pre-... |
https://www.servicenow.com/docs/en-US/bundle/zurich-financial-services-operations/page/product/fso-card-operations/task/review-arbitration-response-mc.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-financial-services-operations/page/product/fso-card-operations/task/review-arbitration-response-mc.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-financial-services-operations | product/fso-card-operations/task/review-arbitration-response-mc.html | zurich | Review arbitration response | Review the arbitration response received from Mastercard and proceed to resolve the dispute. This step occurs in the Mastercard dispute process when you’ve escalated from pre‑arbitration to arbitration or skipped pre‑arbitration and moved directly into arbitration | [] | [
"Financial Services Operations (FSO)",
"Using banking applications",
"Managing dispute service requests",
"Managing disputes integrated with Mastercard",
"Processing a Mastercard dispute",
"Chargeback in Mastercard transaction disputes"
] | <article class="hascomments" data-page="bundle:zurich-financial-services-operations/enus/product/fso-card-operations/task/review-arbitration-response-mc.html" id="bundle:zurich-financial-services-operations/enus/product/fso-card-operations/task/review-arbitration-response-mc.html"><body id="review-arbitration-response-... | {
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"title": "Using banking applica... | # Review arbitration response
Review the arbitration response received from Mastercard and proceed to resolve the dispute. This step occurs in the Mastercard dispute process when you’ve escalated from pre‑arbitration to arbitration or skipped pre‑arbitration and moved directly into arbitration
## Before you begin
Ro... | ---
title: Review arbitration response
description: "Review the arbitration response received from Mastercard and proceed\
\ to resolve the dispute. This step occurs in the Mastercard dispute process when\
\ you\u2019ve escalated from pre\u2011arbitration to arbitration or skipped pre\u2011\
arbitration and moved... |
https://www.servicenow.com/docs/en-US/bundle/zurich-financial-services-operations/page/product/fso-card-operations/task/review-case-filing-appeal.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-financial-services-operations/page/product/fso-card-operations/task/review-case-filing-appeal.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-financial-services-operations | product/fso-card-operations/task/review-case-filing-appeal.html | zurich | Review the case filing appeal | Review the appeal and get an acknowledgment from Visa for the appeal. | [] | [
"Financial Services Operations (FSO)",
"Using banking applications",
"Managing dispute service requests",
"Managing disputes integrated with Visa",
"Processing a dispute case with the Card Dispute Transaction playbook",
"Chargeback stage",
"Collaboration dispute workflow"
] | <article class="hascomments" data-page="bundle:zurich-financial-services-operations/enus/product/fso-card-operations/task/review-case-filing-appeal.html" id="bundle:zurich-financial-services-operations/enus/product/fso-card-operations/task/review-case-filing-appeal.html"><body id="review-case-filing-appeal"><main role=... | {
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"title": "Using banking applica... | # Review the case filing appeal
Review the appeal and get an acknowledgment from Visa for the appeal.
## Before you begin
Role required: sn\_bom\_credit\_card.dispute\_agent or sn\_bom\_credit\_card.dispute\_agent\_connector
## About this task
After reviewing the case filing response, Visa issues a decision letter... | ---
title: Review the case filing appeal
description: Review the appeal and get an acknowledgment from Visa for the appeal.
keywords: []
breadcrumbs:
- Financial Services Operations (FSO)
- Using banking applications
- Managing dispute service requests
- Managing disputes integrated with Visa
- Processing a dispute cas... |
https://www.servicenow.com/docs/en-US/bundle/zurich-financial-services-operations/page/product/fso-card-operations/task/review-case-filing-response-and-appeal.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-financial-services-operations/page/product/fso-card-operations/task/review-case-filing-response-and-appeal.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-financial-services-operations | product/fso-card-operations/task/review-case-filing-response-and-appeal.html | zurich | Review a case filing response and appeal the decision | An appeal can be created by the issuer or acquirer if either party isn’t satisfied with the arbitration ruling from Visa. Review the case filing response and receive the decision letter from Visa. | [] | [
"Financial Services Operations (FSO)",
"Using banking applications",
"Managing dispute service requests",
"Managing disputes integrated with Visa",
"Processing a dispute case with the Card Dispute Transaction playbook",
"Chargeback stage",
"Collaboration dispute workflow"
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"title": "Using banking applica... | # Review a case filing response and appeal the decision
An appeal can be created by the issuer or acquirer if either party isn’t satisfied with the arbitration ruling from Visa. Review
the case filing response and receive the decision letter from Visa.
## Before you begin
Role required: sn\_bom\_credit\_card.dispute... | ---
title: Review a case filing response and appeal the decision
description: "An appeal can be created by the issuer or acquirer if either party isn\u2019\
t satisfied with the arbitration ruling from Visa. Review the case filing response\
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"title": "Using banking applica... | # Review a dispute response and initiate pre-arbitration
Review a merchant’s response for the dispute and initiate pre-arbitration, if necessary for the collaboration dispute workflow for the Chargeback stage.
## Before you begin
Role required: sn\_bom\_credit\_card.dispute\_agent or sn\_bom\_credit\_card.dispute\_a... | ---
title: Review a dispute response and initiate pre-arbitration
description: "Review a merchant\u2019s response for the dispute and initiate pre-arbitration,\
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"title": "Using banking applica... | # Review incoming case filing and appeal
Review the incoming case filing created by the acquirer and create an appeal if required.
## Before you begin
Role required: sn\_bom\_credit\_card.dispute\_agent or sn\_bom\_credit\_card.dispute\_agent\_connector
## About this task
If you refuse the acquirer’s pre-arbitrati... | ---
title: Review incoming case filing and appeal
description: Review the incoming case filing created by the acquirer and create an
appeal if required.
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Review the merchant’s response to the pre-arbitration and create a case filing.
## Before you begin
Role required: sn\_bom\_credit\_card.dispute\_agent or sn\_bom\_credit\_card.dispute\_agent\_connector
## About this task
After you receive the merchant... | ---
title: Review the pre-arbitration response and create a case filing
description: "Review the merchant\u2019s response to the pre-arbitration and create\
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"title": "Using banking applica... | # Review pre-arbitration response and escalate to arbitration
After you raised a pre-arbitration request in the Chargeback stage of Mastercard transaction dispute, review the response and decide whether to accept, reject, or escalate the pre arbitration to arbitration.
## Before you begin
Role required: sn\_bom\_cre... | ---
title: Review pre-arbitration response and escalate to arbitration
description: After you raised a pre-arbitration request in the Chargeback stage of
Mastercard transaction dispute, review the response and decide whether to accept,
reject, or escalate the pre arbitration to arbitration.
keywords: []
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https://www.servicenow.com/docs/en-US/bundle/zurich-financial-services-operations/page/product/fso-card-operations/task/review-representment.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-financial-services-operations/page/product/fso-card-operations/task/review-representment.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-financial-services-operations | product/fso-card-operations/task/review-representment.html | zurich | Review merchant representment | Review the representment evidence provided by a merchant during a chargeback request. A representment is the process where a business can prove that a charge that is being questioned is valid and the consumer's charge should not be reversed. | [] | [
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Review the representment evidence provided by a merchant during a chargeback request. A representment is the process where a business can prove that a charge that is being questioned is valid and the consumer's charge should
not be reversed.
## Before you begin
Role required: sn\_bom\... | ---
title: Review merchant representment
description: Review the representment evidence provided by a merchant during a chargeback
request. A representment is the process where a business can prove that a charge
that is being questioned is valid and the consumer's charge should not be reversed.
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"Financial Services Operations (FSO)",
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"title": "Using banking applica... | # Review and respond to collaboration
The merchant responds to the collaboration by either providing a refund or a voucher as a mode of settlement. If the collaboration is not successful, then the second presentment is awaited.
## Before you begin
Role required: sn\_bom\_credit\_card.dispute\_agent or sn\_bom\_credi... | ---
title: Review and respond to collaboration
description: The merchant responds to the collaboration by either providing a refund
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https://www.servicenow.com/docs/en-US/bundle/zurich-financial-services-operations/page/product/fso-card-operations/task/work-dispute-mc.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-financial-services-operations/page/product/fso-card-operations/task/work-dispute-mc.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-financial-services-operations | product/fso-card-operations/task/work-dispute-mc.html | zurich | Managing disputes integrated with Mastercard | Resolve a Mastercard transaction dispute by using an intuitive layout for transaction search, reporting fraud, initiating claims, and managing chargeback and arbitration. | [] | [
"Financial Services Operations (FSO)",
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"Managing dispute service requests"
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"title": "Using banking applica... | # Managing disputes integrated with Mastercard
Resolve a Mastercard transaction dispute by using an intuitive layout for transaction search, reporting fraud, initiating claims, and managing chargeback and arbitration.
## Before you begin
Role required: sn\_bom\_credit\_card.dispute\_agent or sn\_bom\_credit\_card.di... | ---
title: Managing disputes integrated with Mastercard
description: Resolve a Mastercard transaction dispute by using an intuitive layout
for transaction search, reporting fraud, initiating claims, and managing chargeback
and arbitration.
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https://www.servicenow.com/docs/en-US/bundle/zurich-financial-services-operations/page/product/fso-common/concept/exploring-now-assist-for-financial-services-operations-fso.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-financial-services-operations/page/product/fso-common/concept/exploring-now-assist-for-financial-services-operations-fso.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-financial-services-operations | product/fso-common/concept/exploring-now-assist-for-financial-services-operations-fso.html | zurich | Exploring Now Assist for Financial Services Operations (FSO) | With the Now Assist for Financial Services Operations (FSO) application, use generative AI to summarize the case details, understand the case context, and wrap up cases faster. You can also use Disputes intake via Virtual Agent as a dispute intake | [
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With the Now Assist for Financial Services Operations (FSO) application, use generative AI to summarize the case details, understand the case context, and wrap up cases faster. You can also use Disputes intake via Virtual Agent as a dispute intake flow, st... | ---
title: Exploring Now Assist for Financial Services Operations (FSO)
description: With the Now Assist for Financial Services Operations (FSO) application,
use generative AI to summarize the case details, understand the case context, and
wrap up cases faster. You can also use Disputes intake via Virtual Agent as ... |
https://www.servicenow.com/docs/en-US/bundle/zurich-financial-services-operations/page/product/fso-common/concept/spokes.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-financial-services-operations/page/product/fso-common/concept/spokes.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-financial-services-operations | product/fso-common/concept/spokes.html | zurich | Integrating with spokes | By integrating spokes with the Financial Services Operations (FSO) applications, flow designers can provide the actions within Workflow Studio for specific applications. | [] | [
"Financial Services Operations (FSO)",
"Integrating applications"
] | <article class="hascomments" data-page="bundle:zurich-financial-services-operations/enus/product/fso-common/concept/spokes.html" id="bundle:zurich-financial-services-operations/enus/product/fso-common/concept/spokes.html"><body id="spokes"><main role="main"><article role="article" class="dita" id="spokes" aria-labelled... | {
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"title": "Integrating applicati... | # Integrating with spokes
By integrating spokes with the Financial Services Operations (FSO) applications, flow designers can provide the actions within Workflow Studio for specific applications.
A spoke is a scoped application containing Workflow Studio content dedicated to a particular application or record type. Y... | ---
title: Integrating with spokes
description: By integrating spokes with the Financial Services Operations (FSO) applications,
flow designers can provide the actions within Workflow Studio for specific applications.
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# In... |
https://www.servicenow.com/docs/en-US/bundle/zurich-financial-services-operations/page/product/fso-insurance-policy-ops/concept/fso-ins-personal-policy-ops-landing-page.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-financial-services-operations/page/product/fso-insurance-policy-ops/concept/fso-ins-personal-policy-ops-landing-page.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-financial-services-operations | product/fso-insurance-policy-ops/concept/fso-ins-personal-policy-ops-landing-page.html | zurich | Personal Lines Servicing | 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. | [] | [
"Financial Services Operations (FSO)",
"Using insurance applications",
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"title": "Using insurance appli... | # Personal Lines Servicing
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.
## Request apps on the Store
Visit the S... | ---
title: Personal Lines Servicing
description: "ServiceNow\xAE 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."
k... |
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"Integrating with Mastercard"
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"title": "Integrating applicati... | # Configuring Financial Services Operations Integration with Mastercard
Plan and configure your implementation of Financial Services Operations Integration with Mastercard.
## Configuration overview
To configure Financial Services Operations Integration with Mastercard on your ServiceNow instance, you need to set up... | ---
title: Configuring Financial Services Operations Integration with Mastercard
description: Plan and configure your implementation of Financial Services Operations
Integration with Mastercard.
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--... |
https://www.servicenow.com/docs/en-US/bundle/zurich-financial-services-operations/page/product/fso-mastercard/concept/exploring-financial-services-operations-integration-with-mastercard.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-financial-services-operations/page/product/fso-mastercard/concept/exploring-financial-services-operations-integration-with-mastercard.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-financial-services-operations | product/fso-mastercard/concept/exploring-financial-services-operations-integration-with-mastercard.html | zurich | Exploring Financial Services Operations Integration with Mastercard | 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 | [] | [
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"title": "Integrating applicati... | # Exploring Financial Services Operations Integration with Mastercard
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 li... | ---
title: Exploring Financial Services Operations Integration with Mastercard
description: 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 supp... |
https://www.servicenow.com/docs/en-US/bundle/zurich-financial-services-operations/page/product/fso-mastercard/concept/financial-services-operations-integration-with-mastercard-landing-page.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-financial-services-operations/page/product/fso-mastercard/concept/financial-services-operations-integration-with-mastercard-landing-page.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-financial-services-operations | product/fso-mastercard/concept/financial-services-operations-integration-with-mastercard-landing-page.html | zurich | Financial Services Operations Integration with Mastercard | The ServiceNow® Financial Services Operations Integration with Mastercard streamlines and simplifies how financial institutions manage Mastercard disputes. | [] | [
"Financial Services Operations (FSO)",
"Integrating applications"
] | <article class="hascomments" data-page="bundle:zurich-financial-services-operations/enus/product/fso-mastercard/concept/financial-services-operations-integration-with-mastercard-landing-page.html" id="bundle:zurich-financial-services-operations/enus/product/fso-mastercard/concept/financial-services-operations-integrati... | {
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"title": "Integrating applicati... | # Financial Services Operations Integration with Mastercard
The ServiceNow®
Financial Services Operations Integration with Mastercard streamlines and simplifies how financial institutions manage Mastercard disputes.
Important: The Financial Services Operations Integration with Mastercard provides predefined subflows.... | ---
title: Financial Services Operations Integration with Mastercard
description: "The ServiceNow\xAE Financial Services Operations Integration with Mastercard\
\ streamlines and simplifies how financial institutions manage Mastercard disputes."
keywords: []
breadcrumbs:
- Financial Services Operations (FSO)
- Integr... |
https://www.servicenow.com/docs/en-US/bundle/zurich-financial-services-operations/page/product/fso-mastercard/reference/components-installed-with-the-financial-services-operations-integration-with-mastercard.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-financial-services-operations/page/product/fso-mastercard/reference/components-installed-with-the-financial-services-operations-integration-with-mastercard.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-financial-services-operations | product/fso-mastercard/reference/components-installed-with-the-financial-services-operations-integration-with-mastercard.html | zurich | Components installed with the Financial Services Operations Integration with Mastercard | 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. | [] | [
"Financial Services Operations (FSO)",
"Integrating applications",
"Integrating with Mastercard"
] | <article class="hascomments" data-page="bundle:zurich-financial-services-operations/enus/product/fso-mastercard/reference/components-installed-with-the-financial-services-operations-integration-with-mastercard.html" id="bundle:zurich-financial-services-operations/enus/product/fso-mastercard/reference/components-install... | {
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"title": "Integrating applicati... | # Components installed with the Financial Services Operations Integration with Mastercard
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.
## Plugins installed
These... | ---
title: Components installed with the Financial Services Operations Integration with
Mastercard
description: 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.
k... |
https://www.servicenow.com/docs/en-US/bundle/zurich-financial-services-operations/page/product/fso-mastercard/reference/financial-services-operations-integration-with-mastercard-subflows.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-financial-services-operations/page/product/fso-mastercard/reference/financial-services-operations-integration-with-mastercard-subflows.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-financial-services-operations | product/fso-mastercard/reference/financial-services-operations-integration-with-mastercard-subflows.html | zurich | Financial Services Operations Integration with Mastercard subflows | You can use the following Financial Services Operations Integration with Mastercard application subflows to handle the Mastercard dispute management process. | [] | [
"Financial Services Operations (FSO)",
"Integrating applications",
"Integrating with Mastercard",
"Components installed with FSO Integration with Mastercard"
] | <article class="hascomments" data-page="bundle:zurich-financial-services-operations/enus/product/fso-mastercard/reference/financial-services-operations-integration-with-mastercard-subflows.html" id="bundle:zurich-financial-services-operations/enus/product/fso-mastercard/reference/financial-services-operations-integrati... | {
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"title": "Integrating applicati... | # Financial Services Operations Integration with Mastercard subflows
You can use the following Financial Services Operations Integration with Mastercard application subflows to handle the Mastercard dispute management process.
## Financial Services Operations Integration with Mastercard subflows
| Subflow | Descript... | ---
title: Financial Services Operations Integration with Mastercard subflows
description: You can use the following Financial Services Operations Integration with
Mastercard application subflows to handle the Mastercard dispute management process.
keywords: []
breadcrumbs:
- Financial Services Operations (FSO)
- Int... |
https://www.servicenow.com/docs/en-US/bundle/zurich-financial-services-operations/page/product/fso-mastercard/task/activate-mastercard-spoke.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-financial-services-operations/page/product/fso-mastercard/task/activate-mastercard-spoke.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-financial-services-operations | product/fso-mastercard/task/activate-mastercard-spoke.html | zurich | Activate Mastercard Spoke | 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. | [] | [
"Financial Services Operations (FSO)",
"Integrating applications",
"Integrating with Mastercard",
"Configuring FSO Integration with Mastercard"
] | <article class="hascomments" data-page="bundle:zurich-financial-services-operations/enus/product/fso-mastercard/task/activate-mastercard-spoke.html" id="bundle:zurich-financial-services-operations/enus/product/fso-mastercard/task/activate-mastercard-spoke.html"><body id="activate-mastercard-spoke"><main role="main"><ar... | {
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"title": "Integrating applicati... | # Activate Mastercard Spoke
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... | ---
title: Activate Mastercard Spoke
description: 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, a... |
https://www.servicenow.com/docs/en-US/bundle/zurich-financial-services-operations/page/product/fso-mastercard/task/install-financial-services-operations-integration-with-mastercard.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-financial-services-operations/page/product/fso-mastercard/task/install-financial-services-operations-integration-with-mastercard.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-financial-services-operations | product/fso-mastercard/task/install-financial-services-operations-integration-with-mastercard.html | zurich | Install Financial Services Operations Integration with Mastercard | If you have the admin role, you can install the Financial Services Operations Integration with Mastercard application. | [] | [
"Financial Services Operations (FSO)",
"Integrating applications",
"Integrating with Mastercard",
"Configuring FSO Integration with Mastercard"
] | <article class="hascomments" data-page="bundle:zurich-financial-services-operations/enus/product/fso-mastercard/task/install-financial-services-operations-integration-with-mastercard.html" id="bundle:zurich-financial-services-operations/enus/product/fso-mastercard/task/install-financial-services-operations-integration-... | {
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"title": "Integrating applicati... | # Install Financial Services Operations Integration with Mastercard
If you have the admin role, you can install the Financial Services Operations Integration with Mastercard application.
## Before you begin
Role required: admin
## Procedure
1. Navigate to All > System Applications > All Available Applications > Al... | ---
title: Install Financial Services Operations Integration with Mastercard
description: If you have the admin role, you can install the Financial Services Operations
Integration with Mastercard application.
keywords: []
breadcrumbs:
- Financial Services Operations (FSO)
- Integrating applications
- Integrating with... |
https://www.servicenow.com/docs/en-US/bundle/zurich-financial-services-operations/page/product/fso-now-assist/concept/configuring-now-assist-skills-for-fso.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-financial-services-operations/page/product/fso-now-assist/concept/configuring-now-assist-skills-for-fso.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-financial-services-operations | product/fso-now-assist/concept/configuring-now-assist-skills-for-fso.html | zurich | Configuring Now Assist for Financial Services Operations (FSO) | Plan and configure your implementation of skills in Now Assist for FSO. Follow the tasks listed in the configuration overview for the skills you wish to activate. | [] | [
"Financial Services Operations (FSO)",
"Now Assist for Financial Services Operations (FSO)"
] | <article class="hascomments" data-page="bundle:zurich-financial-services-operations/enus/product/fso-now-assist/concept/configuring-now-assist-skills-for-fso.html" id="bundle:zurich-financial-services-operations/enus/product/fso-now-assist/concept/configuring-now-assist-skills-for-fso.html"><body id="configuring-now-as... | {
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"title": "Now Assist for Financ... | # Configuring Now Assist for Financial Services Operations (FSO)
Plan and configure your implementation of skills in Now Assist for FSO. Follow the tasks listed in the configuration overview for the skills you wish to activate.
## Configuration overview
* Configure case summarization in Now Assist for Financial Serv... | ---
title: Configuring Now Assist for Financial Services Operations (FSO)
description: Plan and configure your implementation of skills in Now Assist for FSO.
Follow the tasks listed in the configuration overview for the skills you wish to
activate.
keywords: []
breadcrumbs:
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- ... |
https://www.servicenow.com/docs/en-US/bundle/zurich-financial-services-operations/page/product/fso-now-assist/concept/learn-about-the-form-data-collector.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-financial-services-operations/page/product/fso-now-assist/concept/learn-about-the-form-data-collector.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-financial-services-operations | product/fso-now-assist/concept/learn-about-the-form-data-collector.html | zurich | Form Data Collector | Learn about the Form Data Collector. This application is used to assist with populating case form fields during a customer's interaction with a Virtual Agent chatbot. | [] | [
"Financial Services Operations (FSO)",
"Now Assist for Financial Services Operations (FSO)",
"Exploring Now Assist for FSO"
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"title": "Now Assist for Financ... | # Form Data Collector
Learn about the Form Data Collector. This application is used to assist with populating case form fields during a customer's interaction with a Virtual Agent chatbot.
## Viewing the Form Data Collector flow
To view the Form Data Collector flow:
1. Navigate to All > Conversational Interfaces > ... | ---
title: Form Data Collector
description: Learn about the Form Data Collector. This application is used to assist
with populating case form fields during a customer's interaction with a Virtual
Agent chatbot.
keywords: []
breadcrumbs:
- Financial Services Operations (FSO)
- Now Assist for Financial Services Opera... |
https://www.servicenow.com/docs/en-US/bundle/zurich-financial-services-operations/page/product/fso-payment-card/concept/payment-card-application.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-financial-services-operations/page/product/fso-payment-card/concept/payment-card-application.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-financial-services-operations | product/fso-payment-card/concept/payment-card-application.html | zurich | Payment card | The Payment card application stores details of payment cards, which can be used across the entire card life-cycle, from issuance to servicing. | [] | [
"Financial Services Operations (FSO)",
"Learning and exploring",
"Data Model"
] | <article class="hascomments" data-page="bundle:zurich-financial-services-operations/enus/product/fso-payment-card/concept/payment-card-application.html" id="bundle:zurich-financial-services-operations/enus/product/fso-payment-card/concept/payment-card-application.html"><body id="payment-card-application"><main role="ma... | {
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"title": "Learning and explorin... | # Payment card
The Payment card application stores details of payment cards, which can be used across the entire card life-cycle, from issuance to servicing.
## Overview of Payment card
The Payment card application is a data model that represents payment cards that are issued to users. It supports multiple payment c... | ---
title: Payment card
description: The Payment card application stores details of payment cards, which can
be used across the entire card life-cycle, from issuance to servicing.
keywords: []
breadcrumbs:
- Financial Services Operations (FSO)
- Learning and exploring
- Data Model
---
# Payment card
The Payment car... |
https://www.servicenow.com/docs/en-US/bundle/zurich-financial-services-operations/page/product/fso-payment-card/reference/payment-card-application-roles.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-financial-services-operations/page/product/fso-payment-card/reference/payment-card-application-roles.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-financial-services-operations | product/fso-payment-card/reference/payment-card-application-roles.html | zurich | Payment card roles | This section outlines the core roles involved in managing payment cards in the Payment card application. | [] | [
"Financial Services Operations (FSO)",
"Learning and exploring",
"Data Model",
"Payment card"
] | <article class="hascomments" data-page="bundle:zurich-financial-services-operations/enus/product/fso-payment-card/reference/payment-card-application-roles.html" id="bundle:zurich-financial-services-operations/enus/product/fso-payment-card/reference/payment-card-application-roles.html"><body id="payment-card-application... | {
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"title": "Learning and explorin... | # Payment card roles
This section outlines the core roles involved in managing payment cards in the Payment card application.
## Payment card roles installed
Table 1. Payment card roles
| Role title [name] | Description |
| --- | --- |
| Payment card admin [payment\_card\_admin] | Create, read, write, and delete acc... | ---
title: Payment card roles
description: This section outlines the core roles involved in managing payment cards
in the Payment card application.
keywords: []
breadcrumbs:
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- Learning and exploring
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---
# Payment card roles
This section outlines the ... |
https://www.servicenow.com/docs/en-US/bundle/zurich-financial-services-operations/page/product/fso-payment-card/reference/payment-card-application-tables.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-financial-services-operations/page/product/fso-payment-card/reference/payment-card-application-tables.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-financial-services-operations | product/fso-payment-card/reference/payment-card-application-tables.html | zurich | Payment card tables | This section describes the tables in the Payment card application and shows how they store and manage physical payment card information. | [] | [
"Financial Services Operations (FSO)",
"Learning and exploring",
"Data Model",
"Payment card"
] | <article class="hascomments" data-page="bundle:zurich-financial-services-operations/enus/product/fso-payment-card/reference/payment-card-application-tables.html" id="bundle:zurich-financial-services-operations/enus/product/fso-payment-card/reference/payment-card-application-tables.html"><body id="payment-card-applicati... | {
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"title": "Learning and explorin... | # Payment card tables
This section describes the tables in the Payment card application and shows how they store and manage physical payment card information.
## Payment card tables installed
Table 1. Payment card tables
| Label | Description |
| --- | --- |
| Payment Card [sn\_payment\_card\_base] | Parent table th... | ---
title: Payment card tables
description: This section describes the tables in the Payment card application and
shows how they store and manage physical payment card information.
keywords: []
breadcrumbs:
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---
# Payment card ... |
https://www.servicenow.com/docs/en-US/bundle/zurich-financial-services-operations/page/product/fso-visa-spoke/concept/exploring-financial-services-operations-integration-with-visa.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-financial-services-operations/page/product/fso-visa-spoke/concept/exploring-financial-services-operations-integration-with-visa.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-financial-services-operations | product/fso-visa-spoke/concept/exploring-financial-services-operations-integration-with-visa.html | zurich | Exploring Financial Services Operations Integration with Visa | Learn how you can use the Financial Services Operations Integration with Visa application to seamlessly connect with dispute workflows and manage dispute resolution. | [] | [
"Financial Services Operations (FSO)",
"Integrating applications",
"Integrating with Visa"
] | <article class="hascomments" data-page="bundle:zurich-financial-services-operations/enus/product/fso-visa-spoke/concept/exploring-financial-services-operations-integration-with-visa.html" id="bundle:zurich-financial-services-operations/enus/product/fso-visa-spoke/concept/exploring-financial-services-operations-integrat... | {
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"title": "Integrating applicati... | # Exploring Financial Services Operations Integration with Visa
Learn how you can use the Financial Services Operations Integration with Visa application to seamlessly connect with dispute workflows and manage dispute resolution.
## Overview on the application
Financial Services Operations Integration with Visa allo... | ---
title: Exploring Financial Services Operations Integration with Visa
description: Learn how you can use the Financial Services Operations Integration with
Visa application to seamlessly connect with dispute workflows and manage dispute
resolution.
keywords: []
breadcrumbs:
- Financial Services Operations (FSO)
... |
https://www.servicenow.com/docs/en-US/bundle/zurich-financial-services-operations/page/product/fso-visa-spoke/concept/financial-services-operations-integration-with-visa-landing-page.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-financial-services-operations/page/product/fso-visa-spoke/concept/financial-services-operations-integration-with-visa-landing-page.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-financial-services-operations | product/fso-visa-spoke/concept/financial-services-operations-integration-with-visa-landing-page.html | zurich | Financial Services Operations Integration with Visa | 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. | [] | [
"Financial Services Operations (FSO)",
"Integrating applications"
] | <article class="hascomments" data-page="bundle:zurich-financial-services-operations/enus/product/fso-visa-spoke/concept/financial-services-operations-integration-with-visa-landing-page.html" id="bundle:zurich-financial-services-operations/enus/product/fso-visa-spoke/concept/financial-services-operations-integration-wit... | {
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"title": "Integrating applicati... | # Financial Services Operations Integration with Visa
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.
Note:
## Get started
| ExploreLearn about the be... | ---
title: Financial Services Operations Integration with Visa
description: "The ServiceNow\xAE 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."
keywords: []
bre... |
https://www.servicenow.com/docs/en-US/bundle/zurich-financial-services-operations/page/product/fso-visa-spoke/reference/financial-services-operations-integration-with-visa-reference.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-financial-services-operations/page/product/fso-visa-spoke/reference/financial-services-operations-integration-with-visa-reference.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-financial-services-operations | product/fso-visa-spoke/reference/financial-services-operations-integration-with-visa-reference.html | zurich | Components installed with the Financial Services Operations Integration with Visa | 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. | [] | [
"Financial Services Operations (FSO)",
"Integrating applications",
"Integrating with Visa"
] | <article class="hascomments" data-page="bundle:zurich-financial-services-operations/enus/product/fso-visa-spoke/reference/financial-services-operations-integration-with-visa-reference.html" id="bundle:zurich-financial-services-operations/enus/product/fso-visa-spoke/reference/financial-services-operations-integration-wi... | {
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"title": "Integrating applicati... | # Components installed with the Financial Services Operations Integration with Visa
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.
Important: Set the `sn_bom_credit_card.... | ---
title: Components installed with the Financial Services Operations Integration with
Visa
description: 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.
keywords: []
... |
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"Integrating applications",
"Integrating with Visa"
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Plan and configure your Financial Services Operations Integration with Visa implementation.
Important: Set the `sn_bom_credit_card.is_visa_integration_enabled` property to `True` to enable Financial Services Operations Integration with Visa. By default... | ---
title: Configuring Financial Services Operations Integration with Visa
description: Plan and configure your Financial Services Operations Integration with
Visa implementation.
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- Integrating with Visa
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# Configuring Fina... |
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"Solutions"
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"breadcrumbs_html": "<a href=\"https:... | # Implementing Platform Analytics solutions
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 ... | ---
title: Implementing Platform Analytics solutions
description: 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 ... |
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"title": "Smart Assessment Engine... | # Add contributors to assessments
The assessment owner can add contributors to an assessment as needed, allowing multiple individuals to collaborate effectively. Contributors can work simultaneously on the assessment, enabling real-time collaboration and
efficient progress.
## Before you begin
Role required: sn\_sma... | ---
title: Add contributors to assessments
description: The assessment owner can add contributors to an assessment as needed,
allowing multiple individuals to collaborate effectively. Contributors can work
simultaneously on the assessment, enabling real-time collaboration and efficient
progress.
keywords: []
brea... |
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"title": "Smart Assessment Engine... | # Collaboration in assessments
Collaboration in Smart Assessment Engine allows you to add multiple contributors to an assessment and support live collaboration with real-time updates. It also displays presence indicators to show who is where in the
assessment.
## Exploring Collaboration
The Collaboration feature in ... | ---
title: Collaboration in assessments
description: Collaboration in Smart Assessment Engine allows you to add multiple contributors
to an assessment and support live collaboration with real-time updates. It also
displays presence indicators to show who is where in the assessment.
keywords: []
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"title": "Smart Assessment Engine... | # Copying responses from previous assessments
You can copy responses from previous assessments to save time and reduce repetition.
## Copy smart assessment responses action
If you have the flow designer [flow\_designer] or system admin privileges, you can add the Copy smart assessment responses Workflow Studio actio... | ---
title: Copying responses from previous assessments
description: You can copy responses from previous assessments to save time and reduce
repetition.
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"Governance, Risk, and Compliance",
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"title": "Smart Assessment Engine... | # Create assessment template form
Learn about the fields of the Create Assessment Template form. Use this form to create a new assessment template.
Table 1. Create assessment template form
| Field | Description |
| --- | --- |
| Template name | Unique meaningful name for the template. |
| Assessment name | Add text i... | ---
title: Create assessment template form
description: Learn about the fields of the Create Assessment Template form. Use this
form to create a new assessment template.
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"Governance, Risk, and Compliance",
"Smart Assessment Engine",
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"title": "Smart Assessment Engine... | # Normalization in assessment
Normalization in Smart Assessment Engine refers to adjusting assessment question scores to a common scale to promote fair comparison and prioritization.
## Exploring normalization
Scoring in Smart Assessment Engine enables you to translate qualitative responses into quantitative data, w... | ---
title: Normalization in assessment
description: Normalization in Smart Assessment Engine refers to adjusting assessment
question scores to a common scale to promote fair comparison and prioritization.
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The assessment owner can remove contributors from an assessment as needed.
## Before you begin
Role required: admin
## Procedure
1. Navigate to your workspace and then to your list of assessments.
Here’s an example of how to navigate to this list in the Compliance Workspace.
... | ---
title: Remove assessment contributors
description: The assessment owner can remove contributors from an assessment as needed.
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# Remove assessment contributors
The a... |
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Use the Smart Assessment Engine application to help assessors complete survey requests. Track your progress and let the system automatically save your information. Administrators and template managers manage the assessment
process.
If you have the Assessment actor
[sn\_smart\_asmt.actor]
r... | ---
title: Responding to assessments
description: Use the Smart Assessment Engine application to help assessors complete
survey requests. Track your progress and let the system automatically save your
information. Administrators and template managers manage the assessment process.
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In Smart Assessment Engine normalization maps the actual scores to a standardized scale, typically from 0 through 100, enabling for a unified evaluation framework.
## Normalization approach overview
In Smart Assessment Engine normalization adjusts individual assessment scores to a common scale,... | ---
title: Score normalization
description: In Smart Assessment Engine normalization maps the actual scores to a
standardized scale, typically from 0 through 100, enabling for a unified evaluation
framework.
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https://www.servicenow.com/docs/en-US/bundle/zurich-governance-risk-compliance/page/product/assessment-engine/concept/scoring-in-assessments.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-governance-risk-compliance/page/product/assessment-engine/concept/scoring-in-assessments.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-governance-risk-compliance | product/assessment-engine/concept/scoring-in-assessments.html | zurich | Scoring in assessments | Scoring in Smart Assessment Engine is a systematic way to evaluate responses to various questions within an assessment. By attributing scores to answers, you can translate qualitative responses into quantitative data, offering a measurable and comparable outcome for each assessment. | [] | [
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Scoring in Smart Assessment Engine is a systematic way to evaluate responses to various questions within an assessment. By attributing scores to answers, you can translate qualitative responses into quantitative data, offering a
measurable and comparable outcome for each assessment.
## Explor... | ---
title: Scoring in assessments
description: Scoring in Smart Assessment Engine is a systematic way to evaluate responses
to various questions within an assessment. By attributing scores to answers, you
can translate qualitative responses into quantitative data, offering a measurable
and comparable outcome for ... |
https://www.servicenow.com/docs/en-US/bundle/zurich-governance-risk-compliance/page/product/assessment-engine/concept/smart-assessment-engine-cf-config.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-governance-risk-compliance/page/product/assessment-engine/concept/smart-assessment-engine-cf-config.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-governance-risk-compliance | product/assessment-engine/concept/smart-assessment-engine-cf-config.html | zurich | Configuring Smart Assessment Engine | You can activate or upgrade the Smart Assessment Engine application by downloading it from the ServiceNow Store and then configuring the settings in the initial setup checklist to meet your needs. | [] | [
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"title": "Smart Assessment Engine... | # Configuring Smart Assessment Engine
You can activate or upgrade the Smart Assessment Engine application by downloading it from the ServiceNow Store and then configuring the settings in the initial setup checklist to meet your needs.
## Configuration overview
By performing the tasks in the setup tasks for ServiceNo... | ---
title: Configuring Smart Assessment Engine
description: You can activate or upgrade the Smart Assessment Engine application by
downloading it from the ServiceNow Store and then configuring the settings in the
initial setup checklist to meet your needs.
keywords: []
breadcrumbs:
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https://www.servicenow.com/docs/en-US/bundle/zurich-governance-risk-compliance/page/product/assessment-engine/reference/sae-smart-asmnt-action-form.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-governance-risk-compliance/page/product/assessment-engine/reference/sae-smart-asmnt-action-form.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-governance-risk-compliance | product/assessment-engine/reference/sae-smart-asmnt-action-form.html | zurich | Trigger Smart Assessment action form | Use the Trigger smart assessment action form to add assessment actions to a flow or to obtain a code snippet for a script as part of the process for triggering Smart Assessment Engine assessments. | [] | [
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Use the Trigger smart assessment action form to add assessment actions to a flow or to obtain a code snippet for a script as part of the process for triggering Smart Assessment Engine assessments.
## Trigger Smart assessment action form
Table 1. Trigger Smart assessment action ... | ---
title: Trigger Smart Assessment action form
description: Use the Trigger smart assessment action form to add assessment actions
to a flow or to obtain a code snippet for a script as part of the process for triggering
Smart Assessment Engine assessments.
keywords: []
breadcrumbs:
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"title": "Smart Assessment Engine... | # Settings in the Test action pop-up window
You can select Test on the Trigger Smart Assessment action form to test the design of an Smart Assessment Engine assessment. You then specify the settings for the test in the Test action pop-up window.
## Test action pop-up window
Table 1. Settings on the Test action pop-u... | ---
title: Settings in the Test action pop-up window
description: You can select Test on the Trigger Smart Assessment action form to test
the design of an Smart Assessment Engine assessment. You then specify the settings
for the test in the Test action pop-up window.
keywords: []
breadcrumbs:
- Governance, Risk, an... |
https://www.servicenow.com/docs/en-US/bundle/zurich-governance-risk-compliance/page/product/assessment-engine/task/adding-attachments-to-assessment.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-governance-risk-compliance/page/product/assessment-engine/task/adding-attachments-to-assessment.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-governance-risk-compliance | product/assessment-engine/task/adding-attachments-to-assessment.html | zurich | Adding attachments to assessment | You may have documents or image files that provide additional information for the assessment, you can attach these documents to assessments in the open state. These documents and image files can be added as attachments to the assessment for reference. | [] | [
"Governance, Risk, and Compliance",
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"title": "Smart Assessment Engine... | # Adding attachments to assessment
You may have documents or image files that provide additional information for the assessment, you can attach these documents to assessments in the open state. These documents and image files can be added as attachments to the
assessment for reference.
## Before you begin
Role requi... | ---
title: Adding attachments to assessment
description: You may have documents or image files that provide additional information
for the assessment, you can attach these documents to assessments in the open state.
These documents and image files can be added as attachments to the assessment for
reference.
keywo... |
https://www.servicenow.com/docs/en-US/bundle/zurich-governance-risk-compliance/page/product/assessment-engine/task/adding-comments-to-assessments.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-governance-risk-compliance/page/product/assessment-engine/task/adding-comments-to-assessments.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-governance-risk-compliance | product/assessment-engine/task/adding-comments-to-assessments.html | zurich | Adding comments to assessments | Comments can be added to an assessment at any time by the owner or contributors, regardless of its current state. This feature enables for clarification on questions or other aspects of the assessment. | [] | [
"Governance, Risk, and Compliance",
"Smart Assessment Engine",
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"title": "Smart Assessment Engine... | # Adding comments to assessments
Comments can be added to an assessment at any time by the owner or contributors, regardless of its current state. This feature enables for clarification on questions or other aspects of the assessment.
## Before you begin
Role required: sn\_smart\_asmt.actor
## Procedure
1. Navigat... | ---
title: Adding comments to assessments
description: Comments can be added to an assessment at any time by the owner or contributors,
regardless of its current state. This feature enables for clarification on questions
or other aspects of the assessment.
keywords: []
breadcrumbs:
- Governance, Risk, and Complianc... |
https://www.servicenow.com/docs/en-US/bundle/zurich-governance-risk-compliance/page/product/assessment-engine/task/cancel-assessment.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-governance-risk-compliance/page/product/assessment-engine/task/cancel-assessment.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-governance-risk-compliance | product/assessment-engine/task/cancel-assessment.html | zurich | Cancel assessment | If an assessment is no longer needed, you can cancel it to terminate its progress. Once canceled, the assessment becomes read only. | [] | [
"Governance, Risk, and Compliance",
"Smart Assessment Engine",
"Responding to assessments"
] | <article class="hascomments" data-page="bundle:zurich-governance-risk-compliance/enus/product/assessment-engine/task/cancel-assessment.html" id="bundle:zurich-governance-risk-compliance/enus/product/assessment-engine/task/cancel-assessment.html"><body id="cancel-assessment"><main role="main"><article role="article" cla... | {
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"title": "Smart Assessment Engine... | # Cancel assessment
If an assessment is no longer needed, you can cancel it to terminate its progress. Once canceled, the assessment becomes read only.
## Before you begin
Role required: admin
## Procedure
1. Navigate to your workspace and then to your list of assessments.
Here’s an example of how to navigate t... | ---
title: Cancel assessment
description: If an assessment is no longer needed, you can cancel it to terminate
its progress. Once canceled, the assessment becomes read only.
keywords: []
breadcrumbs:
- Governance, Risk, and Compliance
- Smart Assessment Engine
- Responding to assessments
---
# Cancel assessment
If ... |
https://www.servicenow.com/docs/en-US/bundle/zurich-governance-risk-compliance/page/product/assessment-engine/task/configure-normalization-in-assessment.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-governance-risk-compliance/page/product/assessment-engine/task/configure-normalization-in-assessment.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-governance-risk-compliance | product/assessment-engine/task/configure-normalization-in-assessment.html | zurich | Configure normalization in assessment | Set up normalization for your assessment responses to adjust individual scores to a common scale at the assessment, section, or subsection level. | [] | [
"Governance, Risk, and Compliance",
"Smart Assessment Engine",
"Using the template designer",
"Scoring in assessments",
"Normalization in assessment"
] | <article class="hascomments" data-page="bundle:zurich-governance-risk-compliance/enus/product/assessment-engine/task/configure-normalization-in-assessment.html" id="bundle:zurich-governance-risk-compliance/enus/product/assessment-engine/task/configure-normalization-in-assessment.html"><body id="configure-normalization-... | {
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"title": "Smart Assessment Engine... | # Configure normalization in assessment
Set up normalization for your assessment responses to adjust individual scores to a common scale at the assessment, section, or subsection level.
## Before you begin
* Confirm that the smart assessment scoring plugin [com.sn\_smart\_scoring] is installed.
* Role required: sn\_... | ---
title: Configure normalization in assessment
description: Set up normalization for your assessment responses to adjust individual
scores to a common scale at the assessment, section, or subsection level.
keywords: []
breadcrumbs:
- Governance, Risk, and Compliance
- Smart Assessment Engine
- Using the template de... |
https://www.servicenow.com/docs/en-US/bundle/zurich-governance-risk-compliance/page/product/assessment-engine/task/configure-scoring-for-assessments.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-governance-risk-compliance/page/product/assessment-engine/task/configure-scoring-for-assessments.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-governance-risk-compliance | product/assessment-engine/task/configure-scoring-for-assessments.html | zurich | Configure scoring for an assessment | Set up scoring for your assessment responses to calculate meaningful scores at the assessment, section, or subsection level. | [] | [
"Governance, Risk, and Compliance",
"Smart Assessment Engine",
"Using the template designer",
"Scoring in assessments"
] | <article class="hascomments" data-page="bundle:zurich-governance-risk-compliance/enus/product/assessment-engine/task/configure-scoring-for-assessments.html" id="bundle:zurich-governance-risk-compliance/enus/product/assessment-engine/task/configure-scoring-for-assessments.html"><body id="configure-scoring-for-assessment... | {
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"title": "Smart Assessment Engine... | # Configure scoring for an assessment
Set up scoring for your assessment responses to calculate meaningful scores at the assessment, section, or subsection level.
## Before you begin
* Confirm that the smart assessment scoring plugin [com.sn\_smart\_scoring] is installed.
* Role required: sn\_smart\_asmt.template\_m... | ---
title: Configure scoring for an assessment
description: Set up scoring for your assessment responses to calculate meaningful
scores at the assessment, section, or subsection level.
keywords: []
breadcrumbs:
- Governance, Risk, and Compliance
- Smart Assessment Engine
- Using the template designer
- Scoring in ass... |
https://www.servicenow.com/docs/en-US/bundle/zurich-governance-risk-compliance/page/product/assessment-engine/task/create-a-normalization-strategy.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-governance-risk-compliance/page/product/assessment-engine/task/create-a-normalization-strategy.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-governance-risk-compliance | product/assessment-engine/task/create-a-normalization-strategy.html | zurich | Create a normalization strategy | You can create a custom normalization strategy as required. | [] | [
"Governance, Risk, and Compliance",
"Smart Assessment Engine",
"Using the template designer",
"Scoring in assessments",
"Normalization in assessment"
] | <article class="hascomments" data-page="bundle:zurich-governance-risk-compliance/enus/product/assessment-engine/task/create-a-normalization-strategy.html" id="bundle:zurich-governance-risk-compliance/enus/product/assessment-engine/task/create-a-normalization-strategy.html"><body id="create-a-normalization-strategy"><ma... | {
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"title": "Smart Assessment Engine... | # Create a normalization strategy
You can create a custom normalization strategy as required.
## Before you begin
* Confirm that the smart assessment scoring plugin [com.sn\_smart\_scoring] is installed.
* Role required: sn\_smart\_asmt.template\_manager or sn\_smart\_asmt.assessment\_admin and sn\_smart\_asmt.devel... | ---
title: Create a normalization strategy
description: You can create a custom normalization strategy as required.
keywords: []
breadcrumbs:
- Governance, Risk, and Compliance
- Smart Assessment Engine
- Using the template designer
- Scoring in assessments
- Normalization in assessment
---
# Create a normalization st... |
https://www.servicenow.com/docs/en-US/bundle/zurich-governance-risk-compliance/page/product/assessment-engine/task/delete-a-normalization-strategy.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-governance-risk-compliance/page/product/assessment-engine/task/delete-a-normalization-strategy.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-governance-risk-compliance | product/assessment-engine/task/delete-a-normalization-strategy.html | zurich | Delete a normalization strategy | You can delete a normalization strategy. Deleting a strategy removes it permanently, so confirm it is no longer in use before proceeding. | [] | [
"Governance, Risk, and Compliance",
"Smart Assessment Engine",
"Using the template designer",
"Scoring in assessments",
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"title": "Smart Assessment Engine... | # Delete a normalization strategy
You can delete a normalization strategy. Deleting a strategy removes it permanently, so confirm it is no longer in use before proceeding.
## Before you begin
* Confirm that the smart assessment scoring plugin [com.sn\_smart\_scoring] is installed.
* Role required: sn\_smart\_asmt.te... | ---
title: Delete a normalization strategy
description: You can delete a normalization strategy. Deleting a strategy removes
it permanently, so confirm it is no longer in use before proceeding.
keywords: []
breadcrumbs:
- Governance, Risk, and Compliance
- Smart Assessment Engine
- Using the template designer
- Scori... |
https://www.servicenow.com/docs/en-US/bundle/zurich-governance-risk-compliance/page/product/assessment-engine/task/edit-a-normalization-strategy.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-governance-risk-compliance/page/product/assessment-engine/task/edit-a-normalization-strategy.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-governance-risk-compliance | product/assessment-engine/task/edit-a-normalization-strategy.html | zurich | Edit a normalization strategy | You can edit a normalization strategy in a draft state. | [] | [
"Governance, Risk, and Compliance",
"Smart Assessment Engine",
"Using the template designer",
"Scoring in assessments",
"Normalization in assessment"
] | <article class="hascomments" data-page="bundle:zurich-governance-risk-compliance/enus/product/assessment-engine/task/edit-a-normalization-strategy.html" id="bundle:zurich-governance-risk-compliance/enus/product/assessment-engine/task/edit-a-normalization-strategy.html"><body id="edit-a-normalization-strategy"><main rol... | {
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"title": "Smart Assessment Engine... | # Edit a normalization strategy
You can edit a normalization strategy in a draft state.
## Before you begin
* Confirm that the smart assessment scoring plugin [com.sn\_smart\_scoring] is installed.
* Role required: sn\_smart\_asmt.template\_manager and sn\_smart\_asmt.assessment\_admin
## Procedure
1. Navigate to ... | ---
title: Edit a normalization strategy
description: You can edit a normalization strategy in a draft state.
keywords: []
breadcrumbs:
- Governance, Risk, and Compliance
- Smart Assessment Engine
- Using the template designer
- Scoring in assessments
- Normalization in assessment
---
# Edit a normalization strategy
... |
https://www.servicenow.com/docs/en-US/bundle/zurich-governance-risk-compliance/page/product/assessment-engine/task/filter-unanswered-questions.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-governance-risk-compliance/page/product/assessment-engine/task/filter-unanswered-questions.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-governance-risk-compliance | product/assessment-engine/task/filter-unanswered-questions.html | zurich | Filter unanswered questions | Filter your assessments to show only unanswered questions, making it faster to complete them. It enables you to identify unanswered questions efficiently at a glance, eliminating the need to review them individually. | [] | [
"Governance, Risk, and Compliance",
"Smart Assessment Engine",
"Responding to assessments"
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"title": "Smart Assessment Engine... | # Filter unanswered questions
Filter your assessments to show only unanswered questions, making it faster to complete them. It enables you to identify unanswered questions efficiently at a glance, eliminating the need to review them
individually.
## Before you begin
Role required: sn\_smart\_asmt.actor
## Procedure... | ---
title: Filter unanswered questions
description: Filter your assessments to show only unanswered questions, making it
faster to complete them. It enables you to identify unanswered questions efficiently
at a glance, eliminating the need to review them individually.
keywords: []
breadcrumbs:
- Governance, Risk, a... |
https://www.servicenow.com/docs/en-US/bundle/zurich-governance-risk-compliance/page/product/assessment-engine/task/reassign-an-assessment.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-governance-risk-compliance/page/product/assessment-engine/task/reassign-an-assessment.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-governance-risk-compliance | product/assessment-engine/task/reassign-an-assessment.html | zurich | Reassign an assessment | Reassign assessment to redirect them to different users, enabling for flexible task management. | [] | [
"Governance, Risk, and Compliance",
"Smart Assessment Engine",
"Responding to assessments"
] | <article class="hascomments" data-page="bundle:zurich-governance-risk-compliance/enus/product/assessment-engine/task/reassign-an-assessment.html" id="bundle:zurich-governance-risk-compliance/enus/product/assessment-engine/task/reassign-an-assessment.html"><body id="reassign-an-assessment"><main role="main"><article rol... | {
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{
"title": "Smart Assessment Engine... | # Reassign an assessment
Reassign assessment to redirect them to different users, enabling for flexible task management.
## Before you begin
Role required: sn\_smart\_asmt.reassign
## About this task
You can reassign an assessment to anyone if you have the assessment reassign [sn\_smart\_asmt.reassign] and the tem... | ---
title: Reassign an assessment
description: Reassign assessment to redirect them to different users, enabling for
flexible task management.
keywords: []
breadcrumbs:
- Governance, Risk, and Compliance
- Smart Assessment Engine
- Responding to assessments
---
# Reassign an assessment
Reassign assessment to redire... |
https://www.servicenow.com/docs/en-US/bundle/zurich-governance-risk-compliance/page/product/assessment-engine/task/retire-a-normalization-strategy.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-governance-risk-compliance/page/product/assessment-engine/task/retire-a-normalization-strategy.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-governance-risk-compliance | product/assessment-engine/task/retire-a-normalization-strategy.html | zurich | Retire a normalization strategy | You can retire a normalization strategy to confirm it is no longer active. Once retired, it cannot be reactivated or changed back to draft or published. However, any purposes currently using this strategy will continue to do so. | [] | [
"Governance, Risk, and Compliance",
"Smart Assessment Engine",
"Using the template designer",
"Scoring in assessments",
"Normalization in assessment"
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"title": "Smart Assessment Engine... | # Retire a normalization strategy
You can retire a normalization strategy to confirm it is no longer active. Once retired, it cannot be reactivated or changed back to draft or published. However, any purposes currently using this strategy will continue to do
so.
## Before you begin
* Confirm that the smart assessmen... | ---
title: Retire a normalization strategy
description: You can retire a normalization strategy to confirm it is no longer active.
Once retired, it cannot be reactivated or changed back to draft or published. However,
any purposes currently using this strategy will continue to do so.
keywords: []
breadcrumbs:
- Gov... |
https://www.servicenow.com/docs/en-US/bundle/zurich-governance-risk-compliance/page/product/assessment-engine/task/sae-asmnt-combine.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-governance-risk-compliance/page/product/assessment-engine/task/sae-asmnt-combine.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-governance-risk-compliance | product/assessment-engine/task/sae-asmnt-combine.html | zurich | Combine your assessments into a single submission | Combine your Smart Assessment Engine assessments so that you can respond to all of them in one view. You can also configure automatic replication of your responses across all applicable assessments, eliminating the need to copy them manually each time. | [] | [
"Governance, Risk, and Compliance",
"Smart Assessment Engine",
"Responding to assessments",
"Combine assessments"
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"title": "Smart Assessment Engine... | # Combine your assessments into a single submission
Combine your Smart Assessment Engine assessments so that you can respond to all of them in one view. You can also configure automatic replication of your responses across all applicable assessments, eliminating the need
to copy them manually each time. This way, you ... | ---
title: Combine your assessments into a single submission
description: Combine your Smart Assessment Engine assessments so that you can respond
to all of them in one view. You can also configure automatic replication of your
responses across all applicable assessments, eliminating the need to copy them manually
... |
https://www.servicenow.com/docs/en-US/bundle/zurich-governance-risk-compliance/page/product/assessment-engine/task/sae-asmnt-template-create.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-governance-risk-compliance/page/product/assessment-engine/task/sae-asmnt-template-create.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-governance-risk-compliance | product/assessment-engine/task/sae-asmnt-template-create.html | zurich | Create an assessment template | Create an assessment template by using the Smart Assessment Engine application by naming it, specifying its categories, and optionally, specifying the tables that have the records as the assessment target or scope. You can then add questions and other attributes | [] | [
"Governance, Risk, and Compliance",
"Smart Assessment Engine",
"Using the template designer"
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"title": "Smart Assessment Engine... | # Create an assessment template
Create an assessment template by using the Smart Assessment Engine application by naming it, specifying its categories, and optionally, specifying the tables that have the records as the assessment target or scope. You can then add questions and other
attributes to the template. Alterna... | ---
title: Create an assessment template
description: Create an assessment template by using the Smart Assessment Engine application
by naming it, specifying its categories, and optionally, specifying the tables that
have the records as the assessment target or scope. You can then add questions and
other attribut... |
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Make a copy of an existing assessment template in the Smart Assessment Engine, including all questions, sections, instructions and existing configurations, to save time and eliminate the manual effort of creating the template from scratch. You can then
customize the copied template to mee... | ---
title: Copy an assessment template
description: Make a copy of an existing assessment template in the Smart Assessment
Engine, including all questions, sections, instructions and existing configurations,
to save time and eliminate the manual effort of creating the template from scratch.
You can then customize... |
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"title": "Smart Assessment Engine... | # Migrate a legacy metric type to an assessment template
Migrate an existing metric type to an SAE assessment template. You can leverage the existing assessment designs while using Smart Assessment Engine.
## Before you begin
Role required: sn\_smart\_asmt.assessment\_admin
## About this task
SAE must be running o... | ---
title: Migrate a legacy metric type to an assessment template
description: Migrate an existing metric type to an SAE assessment template. You can
leverage the existing assessment designs while using Smart Assessment Engine.
keywords: []
breadcrumbs:
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"title": "Smart Assessment Engine... | # Create a code question
Enable the assessors to respond to a question by using entering a barcode number or scanning a QR code in an assessment.
## Before you begin
Role required: sn\_smart\_asmt.template\_manager or sn\_smart\_asmt.assessment\_admin
## Procedure
1. You can update an assessment template by either... | ---
title: Create a code question
description: Enable the assessors to respond to a question by using entering a barcode
number or scanning a QR code in an assessment.
keywords: []
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You must have the assessment actor role to complete and submit the assessment. The submit button becomes enabled once all required questions are answered.
## Before you begin
Role required: sn\_smart\_asmt.reassign
## About this task
A lock icon next to the submit button indicates the number... | ---
title: Submit an assessment
description: You must have the assessment actor role to complete and submit the assessment.
The submit button becomes enabled once all required questions are answered.
keywords: []
breadcrumbs:
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---... |
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Use the steps in the Business Continuity Management application checklist to
download the Business Continuity Management from the ServiceNow Store, and get
it ready for operation.
The flow of implementation steps in the checklist are illustrated here.
Figure 1. Graphic... | ---
title: Business Continuity Management implementation
description: Use the steps in the Business Continuity Management application checklist
to download the Business Continuity Management from the ServiceNow Store, and get
it ready for operation.
keywords:
- Business continuity implementation
- Business Continui... |
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The BCP administrator can perform certain administrative tasks that are listed in the General Administration section of the Business Continuity Management application.
The administrative tasks for business continuity planning are listed in the General Administration section in t... | ---
title: Setup for a business continuity plan
description: The BCP administrator can perform certain administrative tasks that are
listed in the General Administration section of the Business Continuity Management
application.
keywords: []
breadcrumbs:
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"Governance, Risk, and Compliance",
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"title": "Business Continuity Man... | # Structured workflows for BCPs
Perform the structured workflows that are outlined in this section to create a business continuity plan in Business Continuity Workspace (also known as BCM Configurable Workspace).
Typically, the business continuity plan owner performs the following tasks:
* Create a business continui... | ---
title: Structured workflows for BCPs
description: Perform the structured workflows that are outlined in this section to
create a business continuity plan in Business Continuity Workspace (also known as
BCM Configurable Workspace).
keywords: []
breadcrumbs:
- Governance, Risk, and Compliance
- Business Continuit... |
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"title": "Business Continuity Man... | # Creating action items in crisis events
Starting with BCM release 9.0.x, crisis managers can create action tasks for recovery members or teams anytime during a crisis event or exercise, as long as the event remains open. Crisis managers can create
these tasks on the fly without mapping them to event assets or recover... | ---
title: Creating action items in crisis events
description: Starting with BCM release 9.0.x, crisis managers can create action tasks
for recovery members or teams anytime during a crisis event or exercise, as long
as the event remains open. Crisis managers can create these tasks on the fly without
keywords: []
b... |
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The BCM administrator can perform the administrative tasks to set up the Crisis map interface.
The BCM administrator performs the administrative tasks to set up the threat alerts and data feeds in Crisis map. The administrative tasks are displayed under Administration in the Threat and Alert Da... | ---
title: Setup for Crisis map
description: The BCM administrator can perform the administrative tasks to set up
the Crisis map interface.
keywords: []
breadcrumbs:
- Governance, Risk, and Compliance
- Business Continuity Management
- Configuring Business Continuity Management
---
# Setup for Crisis map
The BCM ad... |
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You can use the Crisis map interface in BCM Configurable Workspace to receive alerts on possible threats for the business operations of your organization. You can then manage the alerts by initiating response workflows.
Typically, the BCM program manager performs the following ta... | ---
title: Structured workflows for Crisis map
description: You can use the Crisis map interface in BCM Configurable Workspace to
receive alerts on possible threats for the business operations of your organization.
You can then manage the alerts by initiating response workflows.
keywords: []
breadcrumbs:
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https://www.servicenow.com/docs/en-US/bundle/zurich-governance-risk-compliance/page/product/grc-business-continuity-management/concept/ebn-collective-tasks.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-governance-risk-compliance/page/product/grc-business-continuity-management/concept/ebn-collective-tasks.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-governance-risk-compliance | product/grc-business-continuity-management/concept/ebn-collective-tasks.html | zurich | Sending notifications with Everbridge | You can send an emergency notification with Everbridge in BCM Configurable Workspace and inform the stakeholders about a crisis event. | [] | [
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"Business Continuity Management"
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"title": "Business Continuity Man... | # Sending notifications with Everbridge
You can send an emergency notification with Everbridge in BCM Configurable Workspace and inform the stakeholders about a crisis event.
Typically, the BCM program manager sends out the emergency notifications to the stakeholders. For more information on creating an emergency not... | ---
title: Sending notifications with Everbridge
description: You can send an emergency notification with Everbridge in BCM Configurable
Workspace and inform the stakeholders about a crisis event.
keywords: []
breadcrumbs:
- Governance, Risk, and Compliance
- Business Continuity Management
---
# Sending notification... |
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"title": "Business Continuity Man... | # Grouping similar event tasks in events
In BCM, when the same plan is activated multiple times, it can result in multiple redundant tasks. Starting with BCM release 9.0.x, the Similar tasks groups tab in events helps you to eliminate redundant tasks by grouping duplicate tasks from multiple plans for similar scenario... | ---
title: Grouping similar event tasks in events
description: In BCM, when the same plan is activated multiple times, it can result
in multiple redundant tasks. Starting with BCM release 9.0.x, the Similar tasks
groups tab in events helps you to eliminate redundant tasks by grouping duplicate
tasks from
keywords... |
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"Governance, Risk, and Compliance",
"Business Continuity Management"
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"title": "Governance, Risk, and Compliance",
"topic_id": "product/grc-common/reference/r_WhatIsGRC.html"
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{
"title": "Business Continuity Man... | # Generating reports using Document designer
Starting with BCM release 9.0.x, the ServiceNow
Document designer with Word application (sn\_grc\_doc\_design) is integrated with BCM. It enables you to generate customized reports of the BIAs, BCPs, and events in Microsoft Word format. This integration addresses issues, su... | ---
title: Generating reports using Document designer
description: Starting with BCM release 9.0.x, the ServiceNow Document designer with
Word application (sn_grc_doc_design) is integrated with BCM. It enables you to generate
customized reports of the BIAs, BCPs, and events in Microsoft Word format. This
integrat... |
https://www.servicenow.com/docs/en-US/bundle/zurich-governance-risk-compliance/page/product/grc-business-continuity-management/concept/list-view-uib-ws.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-governance-risk-compliance/page/product/grc-business-continuity-management/concept/list-view-uib-ws.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-governance-risk-compliance | product/grc-business-continuity-management/concept/list-view-uib-ws.html | zurich | List view | The List view in BCM UIB Workspace displays the scope of all BCM functional components and their key metric information. | [] | [
"Governance, Risk, and Compliance",
"Business Continuity Management",
"Exploring Business Continuity Management",
"BCM Configurable Workspace"
] | <article class="hascomments" data-page="bundle:zurich-governance-risk-compliance/enus/product/grc-business-continuity-management/concept/list-view-uib-ws.html" id="bundle:zurich-governance-risk-compliance/enus/product/grc-business-continuity-management/concept/list-view-uib-ws.html"><body id="list-view-uib-ws"><main ro... | {
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"title": "Business Continuity Man... | # List view
The List view in BCM UIB Workspace displays the scope of all BCM functional components and their key metric information.
Use the List view to know the count and status of the business impact analysis, planning, exercise, and crisis event records. A typical List view in BCM UIB Workspace is shown in the fo... | ---
title: List view
description: The List view in BCM UIB Workspace displays the scope of all BCM functional
components and their key metric information.
keywords: []
breadcrumbs:
- Governance, Risk, and Compliance
- Business Continuity Management
- Exploring Business Continuity Management
- BCM Configurable Workspa... |
https://www.servicenow.com/docs/en-US/bundle/zurich-governance-risk-compliance/page/product/grc-business-continuity-management/concept/manage-bcm-with-uib-workspace.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-governance-risk-compliance/page/product/grc-business-continuity-management/concept/manage-bcm-with-uib-workspace.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-governance-risk-compliance | product/grc-business-continuity-management/concept/manage-bcm-with-uib-workspace.html | zurich | Managing BCM workflow tasks | You can use the features and capabilities of the Business Continuity Management application and manage business continuity workflow tasks in BCM Configurable Workspace. | [] | [
"Governance, Risk, and Compliance",
"Business Continuity Management"
] | <article class="hascomments" data-page="bundle:zurich-governance-risk-compliance/enus/product/grc-business-continuity-management/concept/manage-bcm-with-uib-workspace.html" id="bundle:zurich-governance-risk-compliance/enus/product/grc-business-continuity-management/concept/manage-bcm-with-uib-workspace.html"><body id="... | {
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"title": "Business Continuity Man... | # Managing BCM workflow tasks
You can use the features and capabilities of the Business Continuity Management application and manage business continuity workflow tasks in BCM Configurable Workspace.
## Performing business continuity tasks in BCM Configurable Workspace
Perform the tasks that are outlined in this sect... | ---
title: Managing BCM workflow tasks
description: You can use the features and capabilities of the Business Continuity
Management application and manage business continuity workflow tasks in BCM Configurable
Workspace.
keywords: []
breadcrumbs:
- Governance, Risk, and Compliance
- Business Continuity Management
-... |
https://www.servicenow.com/docs/en-US/bundle/zurich-governance-risk-compliance/page/product/grc-business-continuity-management/concept/performing-tasks-to-manage-exercise-events.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-governance-risk-compliance/page/product/grc-business-continuity-management/concept/performing-tasks-to-manage-exercise-events.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-governance-risk-compliance | product/grc-business-continuity-management/concept/performing-tasks-to-manage-exercise-events.html | zurich | Structured workflows for exercises | Perform the structured workflows that are outlined in this section to manage an exercise in Business Continuity Workspace (also known as BCM Configurable Workspace). | [] | [
"Governance, Risk, and Compliance",
"Business Continuity Management",
"Managing BCM workflow tasks"
] | <article class="hascomments" data-page="bundle:zurich-governance-risk-compliance/enus/product/grc-business-continuity-management/concept/performing-tasks-to-manage-exercise-events.html" id="bundle:zurich-governance-risk-compliance/enus/product/grc-business-continuity-management/concept/performing-tasks-to-manage-exerci... | {
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"title": "Business Continuity Man... | # Structured workflows for exercises
Perform the structured workflows that are outlined in this section to manage an exercise in Business Continuity Workspace (also known as BCM Configurable Workspace).
Typically, the BCM program manager performs the following tasks to exercise an event:
* Create an exercise. For mo... | ---
title: Structured workflows for exercises
description: Perform the structured workflows that are outlined in this section to
manage an exercise in Business Continuity Workspace (also known as BCM Configurable
Workspace).
keywords: []
breadcrumbs:
- Governance, Risk, and Compliance
- Business Continuity Manageme... |
https://www.servicenow.com/docs/en-US/bundle/zurich-governance-risk-compliance/page/product/grc-business-continuity-management/concept/set-up-bcm-bcmadmin-tasks.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-governance-risk-compliance/page/product/grc-business-continuity-management/concept/set-up-bcm-bcmadmin-tasks.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-governance-risk-compliance | product/grc-business-continuity-management/concept/set-up-bcm-bcmadmin-tasks.html | zurich | General administration setup for BCM | If you are the BCM administrator, you can set up the Business Continuity Management application by performing certain administrative tasks. | [] | [
"Governance, Risk, and Compliance",
"Business Continuity Management",
"Configuring Business Continuity Management"
] | <article class="hascomments" data-page="bundle:zurich-governance-risk-compliance/enus/product/grc-business-continuity-management/concept/set-up-bcm-bcmadmin-tasks.html" id="bundle:zurich-governance-risk-compliance/enus/product/grc-business-continuity-management/concept/set-up-bcm-bcmadmin-tasks.html"><body id="set-up-b... | {
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"title": "Business Continuity Man... | # General administration setup for BCM
If you are the BCM administrator, you can set up the Business Continuity Management application by performing certain administrative tasks.
## General Administration module
The administrative tasks that are associated with the BCM application are listed in the General Administr... | ---
title: General administration setup for BCM
description: If you are the BCM administrator, you can set up the Business Continuity
Management application by performing certain administrative tasks.
keywords: []
breadcrumbs:
- Governance, Risk, and Compliance
- Business Continuity Management
- Configuring Business ... |
https://www.servicenow.com/docs/en-US/bundle/zurich-governance-risk-compliance/page/product/grc-business-continuity-management/concept/states-ui-actions-bcp.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-governance-risk-compliance/page/product/grc-business-continuity-management/concept/states-ui-actions-bcp.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-governance-risk-compliance | product/grc-business-continuity-management/concept/states-ui-actions-bcp.html | zurich | States and UI actions for a BCP | When you create a business continuity plan (BCP), certain UI actions are associated with each state. | [] | [
"Governance, Risk, and Compliance",
"Business Continuity Management",
"Managing BCM workflow tasks",
"Structured workflows for BCPs"
] | <article class="hascomments" data-page="bundle:zurich-governance-risk-compliance/enus/product/grc-business-continuity-management/concept/states-ui-actions-bcp.html" id="bundle:zurich-governance-risk-compliance/enus/product/grc-business-continuity-management/concept/states-ui-actions-bcp.html"><body id="states-ui-action... | {
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{
"title": "Business Continuity Man... | # States and UI actions for a BCP
When you create a business continuity plan (BCP), certain UI actions are associated with each state.
## States and UI actions that are associated with a business continuity plan
The states and UI actions that are associated with a business continuity plan are described in the follow... | ---
title: States and UI actions for a BCP
description: When you create a business continuity plan (BCP), certain UI actions
are associated with each state.
keywords: []
breadcrumbs:
- Governance, Risk, and Compliance
- Business Continuity Management
- Managing BCM workflow tasks
- Structured workflows for BCPs
---
... |
https://www.servicenow.com/docs/en-US/bundle/zurich-governance-risk-compliance/page/product/grc-business-continuity-management/concept/states-ui-actions-bia.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-governance-risk-compliance/page/product/grc-business-continuity-management/concept/states-ui-actions-bia.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-governance-risk-compliance | product/grc-business-continuity-management/concept/states-ui-actions-bia.html | zurich | BIA states and UI actions | When you create a business impact analysis, certain UI actions are associated with each state. | [] | [
"Governance, Risk, and Compliance",
"Business Continuity Management",
"Managing BCM workflow tasks",
"Structured workflows for BIAs"
] | <article class="hascomments" data-page="bundle:zurich-governance-risk-compliance/enus/product/grc-business-continuity-management/concept/states-ui-actions-bia.html" id="bundle:zurich-governance-risk-compliance/enus/product/grc-business-continuity-management/concept/states-ui-actions-bia.html"><body id="states-ui-action... | {
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{
"title": "Governance, Risk, and Compliance",
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{
"title": "Business Continuity Man... | # BIA states and UI actions
When you create a business impact analysis, certain UI actions are associated with each state.
## States and their UI associated actions in a business impact analysis
The states and their UI associated actions in a business impact analysis are described in the following table.
Table 1. S... | ---
title: BIA states and UI actions
description: When you create a business impact analysis, certain UI actions are associated
with each state.
keywords: []
breadcrumbs:
- Governance, Risk, and Compliance
- Business Continuity Management
- Managing BCM workflow tasks
- Structured workflows for BIAs
---
# BIA states... |
https://www.servicenow.com/docs/en-US/bundle/zurich-governance-risk-compliance/page/product/grc-business-continuity-management/concept/transition-states-of-event-task.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-governance-risk-compliance/page/product/grc-business-continuity-management/concept/transition-states-of-event-task.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-governance-risk-compliance | product/grc-business-continuity-management/concept/transition-states-of-event-task.html | zurich | State changes for event tasks in groups | The original and duplicate event tasks in the Similar tasks group move through different states until the original task is closed. | [] | [
"Governance, Risk, and Compliance",
"Business Continuity Management",
"Managing BCM workflow tasks",
"Structured workflows for exercises",
"Grouping similar event tasks in events"
] | <article class="hascomments" data-page="bundle:zurich-governance-risk-compliance/enus/product/grc-business-continuity-management/concept/transition-states-of-event-task.html" id="bundle:zurich-governance-risk-compliance/enus/product/grc-business-continuity-management/concept/transition-states-of-event-task.html"><body ... | {
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"topic_id": "product/grc-common/reference/r_WhatIsGRC.html"
},
{
"title": "Business Continuity Man... | # State changes for event tasks in groups
The original and duplicate event tasks in the Similar tasks group move through different states until the original task is closed.
The state transitions of the original and duplicate event tasks are explained in the following table.
Table 1. State transitions of the event ta... | ---
title: State changes for event tasks in groups
description: The original and duplicate event tasks in the Similar tasks group move
through different states until the original task is closed.
keywords: []
breadcrumbs:
- Governance, Risk, and Compliance
- Business Continuity Management
- Managing BCM workflow tasks... |
https://www.servicenow.com/docs/en-US/bundle/zurich-governance-risk-compliance/page/product/grc-business-continuity-management/reference/bcm-reference.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-governance-risk-compliance/page/product/grc-business-continuity-management/reference/bcm-reference.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-governance-risk-compliance | product/grc-business-continuity-management/reference/bcm-reference.html | zurich | BCM reference | Reference topics provide additional information such as tables, roles, and properties that are installed with the Business Continuity Management application. | [] | [
"Governance, Risk, and Compliance",
"Business Continuity Management"
] | <article class="hascomments" data-page="bundle:zurich-governance-risk-compliance/enus/product/grc-business-continuity-management/reference/bcm-reference.html" id="bundle:zurich-governance-risk-compliance/enus/product/grc-business-continuity-management/reference/bcm-reference.html"><body id="bcm-reference"><main role="m... | {
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{
"title": "Governance, Risk, and Compliance",
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},
{
"title": "Business Continuity Man... | # BCM reference
Reference topics provide additional information such as tables, roles, and properties that are installed with the Business Continuity Management application.
| ---
title: BCM reference
description: Reference topics provide additional information such as tables, roles,
and properties that are installed with the Business Continuity Management application.
keywords: []
breadcrumbs:
- Governance, Risk, and Compliance
- Business Continuity Management
---
# BCM reference
Refere... |
https://www.servicenow.com/docs/en-US/bundle/zurich-governance-risk-compliance/page/product/grc-business-continuity-management/reference/create-new-action-item-crisis-event-form.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-governance-risk-compliance/page/product/grc-business-continuity-management/reference/create-new-action-item-crisis-event-form.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-governance-risk-compliance | product/grc-business-continuity-management/reference/create-new-action-item-crisis-event-form.html | zurich | Create New Action item form for crisis events | Use the Create New Action item form in the BCM Configurable Workspace to add action items about a crisis event. | [] | [
"Governance, Risk, and Compliance",
"Business Continuity Management",
"Managing BCM workflow tasks",
"Structured workflows for crisis events",
"Creating action items in crisis events",
"Create task and assessment-type action items"
] | <article class="hascomments" data-page="bundle:zurich-governance-risk-compliance/enus/product/grc-business-continuity-management/reference/create-new-action-item-crisis-event-form.html" id="bundle:zurich-governance-risk-compliance/enus/product/grc-business-continuity-management/reference/create-new-action-item-crisis-e... | {
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{
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{
"title": "Business Continuity Man... | # Create New Action item form for crisis events
Use the Create New Action item form in the BCM Configurable Workspace to add action items about a crisis event.
## Create New Action item form
For a description of the field values, see the following table.
Table 1. Create New Action item form
| Field | Description |
... | ---
title: Create New Action item form for crisis events
description: Use the Create New Action item form in the BCM Configurable Workspace
to add action items about a crisis event.
keywords: []
breadcrumbs:
- Governance, Risk, and Compliance
- Business Continuity Management
- Managing BCM workflow tasks
- Structured... |
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