Working with Fraud Management

This chapter provides an overview of fraud management and discusses how to:

• Set up fraud management.

• Manage fraud cases.

Understanding Fraud Management

The communications solution offers the fraud management functionality to combat fraudulent activities that cause huge impacts to the communications industry - decrease in revenue, increase in the use of resources for unprofitable businesses, and so on.

Fraud management provides a mechanism to facilitate interactions between customer service representatives (CSRs) and fraudulent customers. The solution consists of two primary components: identifying fraud and addressing fraud.

You load fraud data from external fraud management systems through a batch process that is run periodically. The batch load program reads the input data file that comes in the following format [account_number]|[fraud_score] (for example, 1002400010|12). Based on the fraud data, it creates a fraud case for each suspected account and assigns the associated fraud score to the case as an attribute.

Fraud cases contain information of a sensitive nature and therefore should not be exposed to all users. In order to limit fraud case access to those people who are directly involved in fraud management, PeopleSoft CRM provides a pre-set business unit —FRAUD— solely for fraud case tracking purposes. Fraud cases are not visible to users who do not belong to this business unit.

After fraud cases are created, the batch load program assigns them to a special provider group—Fraud Team—created just to handle fraud cases and sends notification to the fraud worklist.

PeopleSoft CRM provides a business project template for fraud (TELCO_FRAUD_CS). While it can be implemented as delivered to handle fraud, you can use this template as a reference, and leverage tasks when setting up your own business project.

Attribute support is enabled for the fraud case type, which allows you to view the fraud score of the customer in a fraud case.

Understanding the Fraud Management Process Flow

The following diagrams illustrate the business process flow for fraud management in two parts:

• Updating fraud data.

• Managing fraud.

Update Fraud Data

The first part of the flow is the loading of fraud data from an external system through a batch process. You can set up a Process Scheduler process to load fraudulent accounts data periodically.

This diagram shows the fraud management business process flow:

Fraud management business process flow

Manage Fraud

After fraud data is loaded into the CRM system, the batch load program executes a series of actions to manage fraud.

This diagram shows the fraud management business process flow:

Fraud management business process flow

Setting up Fraud Management

This section discusses how to:

• Create a business unit for fraud.

• Create a provider group for fraud.

Creating a Business Unit for Fraud

PeopleSoft provides a business unit—FRAUD—created specifically for fraud case tracking. Fraud cases are only visible to users who belong to the FRAUD business unit. If you want to set up your own business unit, ensure that the fraud business unit is defined (as a call center business unit) with the variable FRAUDBU that is used by the batch load program to identify the fraud business unit.

See Defining Business Units and TableSet Controls.

Creating a Provider Group for Fraud

PeopleSoft provides a default provider group Fraud Team created specifically to handle fraud cases. If you want to set up your own provider group, be sure that the fraud provider group is defined with the variable FRAUDPG to be used by the batch load program for case assignment.

See Setting Up and Maintaining Provider Groups and Group Members.

Managing Fraud

This section discusses how to:

• Load fraud data from an external application.

• Create a fraud case.

• View attributes associated with a fraud case.

• View the fraud business project template.

Pages Used to Manage Fraud

Loading Fraud Data from an External Source

Access the Load Fraud Data page (Set Up CRM, Product Related, Communications, Load Fraud Data, Load Fraud Data).

You can schedule the loading process to run periodically using the Process Scheduler.

Creating a Fraud Case

Access the Case page (Support, Add Case, Case).

CSRs can create fraud cases manually when they receive complaints from customers regarding fraudulent activities. In fact, creating a fraud case is not different than creating any support case; however in a fraud case:

• The fraud business unit is selected for the case.

• Fraud is selected as Case Type.

• Fraud Team (that is, the name of the provider group created for fraud) is used as the Provider Group.

See Also

Managing Cases

Viewing Attributes Associated with a Fraud Case

Access the Case - Attributes page (Support, Add Case, Attributes).

Use the Attributes page to view attributes that are associated with Fraud case type.

See Also

Configuring Attributes

Viewing the Fraud Business Project Template

Access the Business Project - Transitions page (Set Up CRM, Common Definitions, Business Projects, Business Project, Transitions).

PeopleSoft provides a business project template TELCO_FRAUD_CS for fraud that can be leveraged by customers in their business process to coordinate and track work involved in handling fraud cases. The CSR can invoke the business project manually and view its status in the Related Objects page of the fraud case.

Use the Business Project - Transitions page to view the list of phases available in the fraud business project.

The TELCO_FRAUD_CS business project consists of six phases, starting with fraud account investigation. In this business project, the phase transition is mainly a manual process, except for the Suspend Service phase in which the task automatically changes the fraud account status to “hold.”

The following diagram illustrates the fraud business project phases and the tasks associated with each phase:

Fraud business project phases and tasks

See Also

Setting Up Business Projects