This content applies solely to Connected Servicing, which must be purchased separately from the Appian base platform. This content was written for Appian 23.3 and may not reflect the interfaces or functionality of other Appian versions. |
Appian's Connected Servicing solution provides the ability to integrate with the following applications:
This page walks you through the steps for setting up each integration. After setting up the integrations you need for your Connected Servicing solution, you can manage them through the Connected Servicing System Administration Center.
The System Administration Center is a separate site in the Connected Servicing solution that allows administrators:
Only administrators with the appropriate group membership are able to access this site. This ensures that only a select few have access to sensitive processes and information.
To access the System Administration Center:
AS FS Appian Administrators
security group. See the Groups Reference Page for more information about security groups.The Welcome to the System Administration Center page displays. You can click on the integrations card to view and update any connected integrations.
Appian's Connected Servicing application includes the ability to populate customer data from UK company registration service, Companies House. Connecting to Companies House helps users reduce data entry by pulling in any of the public registration information available from the Companies House service. Using Companies House is optional and requires some minimal configuration in the System Administration Center site after the Companies House prerequisites are completed.
The Companies House is a public API, but your organization must still generate an authorization key before the service can be used.
To obtain an authorization key:
Once you have your Companies House API key:
AS EI CHS CS Companies House
connected system.Companies House provides registration information about a customer. Any Companies House information gathered is displayed on the Basic Info tab on customer profile.
When creating or updating, you can provide a Customer Number. A Customer Number is the company registration / incorporation number a company was assigned upon registration. To find a Customer Number, you can search by name on the Companies House website by clicking Search Companies House link.
If the Companies House integration is connected and a Company Number is entered, Companies House will be called and any available information will be automatically populated.
The fields that can be pulled in for Companies House are:
If Companies House is disconnected or a Company Number is not provided, you can enter these fields manually.
A user can manually check for changes to the information from Companies House from the customer record by clicking REFRESH COMPANIES HOUSE on the BASIC INFO tab of the customer profile.
The refresh button is not available if the Companies House integration is disconnected.
From the System Administration Center, you can determine whether or not the Companies House integration is connected. When Companies House is disconnected you will need to manually enter a customer's registration information.
To update the Companies House properties:
If you suspect that the Companies House integration is not working, you can test to see if this integration is working from the System Administration Center.
To test the Companies House connection:
Appian's Connected Servicing solution includes electronic signature capture powered by a DocuSign integration. With DocuSign, users can sign documents and attach them directly to the Service Request and customer records. DocuSign is optional integration and requires some minimal configuration in both the Connected FS Settings and System Administration Center sites after the DocuSign prerequisite configuration is set up.
If you would like to use the DocuSign tasks during your Service Request, you must have a DocuSign account and be able to retrieve your organization's credentials.
To generate or find your DocuSign authentication information:
Once you have your DocuSign authentication information:
AS EI Docusign Connected System
.AS_IO_DOCUSIGN_generateDocusignTaskEnvelope
expression rule.The DocuSign integration sends documents to internal and external users to collect a signature. In order to have a document signed via DocuSign within Connected Servicing, a user must receive a DocuSign task.
If the DocuSign integration is not connected in the DocuSign properties of the System Administration Center, this task type is not accessible.
DocuSign tasks can be created and added to Service Request process templates in the Connected Servicing settings page or can be sent ad-hoc during an active Service Request.
To send an ad-hoc DocuSign Task:
To create a DocuSign task to use in Service Request process templates:
When a user goes to edit or update process templates, this task will now be available for use.
When a user receives a DocuSign task, it will appear on their task list with a task type Collect DocuSign Signature.
To complete a DocuSign Task:
Click GET SIGNING URL.
The signed document will also be available on the DOCUMENTS tab of the Service Request and customer records.
If there is an issue with the DocuSign integration while a task is opened or assigned and the system will generate a DocuSign task and assign it to the user who the original DocuSign task was assigned to.
To complete a DocuSign Error Task:
From the System Administration Center, a user can determine whether or not the DocuSign integration is connected. When DocuSign is disconnected a user will not be able to use DocuSign tasks to gather signatures on documents during the Service Request process.
To update the DocuSign properties:
Verifying a customer's identity to comply with Know Your Customer (KYC) requirements is an important part of every financial institution's processes. Connected Servicing helps to automate part of this process by integrating with the OFAC Consolidated Screening List API from Trade.gov. This integration searches customer names against eleven export screening lists of the Departments of Commerce, State, and Treasury to help institutions screen potential parties to regulated transactions.
Using OFAC is optional and requires some minimal configuration in both the Connected FS Settings and System Administration Center sites after the OFAC prerequisites are completed.
If you would like to change the OFAC integration further, see the Modifying OFAC Integration page for additional customization options.
The OFAC Consolidated Screening API is a free, public API, but your organization must still generate access tokens before the service can be used.
To obtain an access token, subscribe to the Consolidated Screening List API.
Once you have your OFAC authentication information:
AS IO Trade.gov Consolidated Screening
connected system.The OFAC integration uses the customer's name to search against the OFAC consolidated screening list. An OFAC check is completed with a Consolidated Screening Check task during an Service Request.
If the OFAC integration is not connected in the OFAC properties of the System Administration Center, this task type is not accessible.
Caution: There can be a time lag of up to one hour between the time a Source has updated a screening list and when that update appears in the Consolidated Screening List API.
OFAC tasks can be created for Service Request process templates in the Connected FS Settings page.
To create an OFAC task for Service Request process templates:
An OFAC consolidated screening check task will run as an automated task and only require user action if the customer's name has been found on the consolidated screening list or if the connection to OFAC failed. In the scenarios where user action is required, a task will be opened for the Assigned Group designated during task creation.
When there are consolidated screening results or an error occurs, a Consolidated Screening Results OFAC task will appear on the task list.
Caution: The Consolidated Screening List API is not the system of record for these screening lists. Users are strongly encouraged to refer to the website of the source agency for further instructions when finding a potential match.
To complete a Consolidated Screening Results task with results:
Caution: If a party to a user's transaction matches the name of a party on the consolidated list, the user must check the official publication of restricted parties in the Federal Register or the official lists of restricted parties maintained on the websites of the Departments of Commerce, State and the Treasury to ensure full compliance with all of the terms and conditions of the restrictions placed on the parties on this list. Links to these websites are found in the "Source List URL" and "Source Information URL" fields that accompany each party returned in the API. These links connect users to the specific webpage that contain additional information about how to use each specific list.
If there is an issue with the OFAC integration while a task is opened or assigned, the system will generate a Review OFAC-Consolidated Screening Errors task and assign it to the user who the original Consolidated Screening Check task was assigned to.
To complete a Review OFAC-Consolidated Screening Errors task:
If while completing an OFAC task a user selects relevant results, these results will be available for all users to view on both the customer and Service Request records.
To view the relevant OFAC results from either the CUSTOMER or Service Request record, click the OFAC CHECK RESULTS tab. The selected results will be listed along with the details on this page.
From the OFAC, a user can determine whether or not the OFAC integration is connected. If OFAC is disconnected, a user will not be able to add consolidated screening report tasks to Service Request processes.
To update the OFAC properties:
Appian's Connected Servicing application includes gathering Ultimate Beneficial Owners (UBO) from a Dun & Bradstreet integration. Using Dun & Bradstreet allows users to see the most up to date information about a customer's UBOs. Using Dun & Bradstreet is optional and requires some minimal configuration in the System Administration Center site after the Dun & Bradstreet prerequisite configuration is set up.
If you would like to use the Dun & Bradstreet functionality during your Service Request, you must have a Dun & Bradstreet account and be able to retrieve your organization's credentials.
Once you have your Dun & Bradstreet authentication information:
AS EI DNB Bearer Token Connected System
.When a customer is created, a user can enter search for a customer, which will then pull back and store a company's DUNS number. A DUNS number is a unique nine-digit identifier for businesses given by Dun & Bradstreet. If a DUNS number is available and the Dun & Bradstreet integration is connected, Connected Servicing will retrieve UBOs and display them on the customer profile.
A user can manually check for changes to the UBO in the customer profile by clicking the refresh button next to the BENEFICIAL OWNERS section.
The refresh button is disabled if the Dun & Bradstreet integration is disconnected or a DUNS number is not saved, but a user can search for the DUNS number using the GET DUNS NUMBER button on the customer record.
From the System Administration Center, a user can determine whether or not the Dun & Bradstreet integration is connected. When Dun & Bradstreet is disconnected a user will not be able to use Dun & Bradstreet to gather or refresh the beneficial owners.
To update the Dun & Bradstreet properties:
If you suspect that the Dun & Bradstreet integration is not working, you can test to see from the System Administration Center.
To test the Dun & Bradstreet connection:
If both of these tests work, the service is up and connecting properly.
Appian's Connected Servicing application includes automated document classification powered by Appian's Intelligent Document Processing (IDP). This process is used to help save users time by automatically classifying the types of documents that are uploaded to Connected Servicing. Using IDP is optional and requires some minimal configuration in both the Connected Servicing Settings and System Administration Center sites after the prerequisites are complete.
In order to use this functionality as shipped, make sure that Google Cloud is set up.
If you have opted in to being an Appian AI customer, contact your Appian technical contact administrator. The technical contact will have received the service account credentials, bucket names, and region information in the License Management site on Appian Community.
Your technical contact administrator is listed on the Accounts page on Community, under Administrators. Note that you must be registered with your company on Community to access this site.
If you have purchased Google Cloud separately, follow these steps to set up AutoML Natural Language and create your Google Service Account and key.
Tip: AutoML Natural Language and Document AI can share Google service accounts (for authentication) and storage buckets (for prediction and extraction).
To set up Google Cloud AutoML Natural Language:
Cloud AutoML API
, Google Cloud Storage JSON API
, and Cloud Document AI API
.Region
us-central1
Standard
(sometimes displayed in the Cloud Storage browser as Regional)Multi-region
eu
Standard
(sometimes displayed in the Cloud Storage browser as Multi-Regional)Note: You may choose to have two buckets: one for the training documents and one for the prediction documents. Or, you can use the same storage bucket for both. If you use two buckets, then they must be in the same regional location.
To create your Google Service Account and key:
You will need update the constants to match your configuration from your Google Cloud set up.
Constants to update from Appian Designer are:
AS_FS_IDP_CLOUD_REGION
- value should be your Google Cloud region.AS_FS_IDP_CLOUD_PROJECT_ID
- value should be your Google Cloud project ID.AS_FS_IDP_AUTOML_CLOUD_BUCKET
- value should be your Google Cloud Auto ML bucket.AS_FS_IDP_STORAGE_CLOUD_BUCKET
- value should be your Google Cloud storage bucket.If your storage bucket is in the eu
multi-region, you will need to update the compute region for two of the connected systems.
To update the connected systems:
AS FS IDP Google Cloud AutoML
connected system.eu
.AS FS IDP Google Cloud Storage
connected system.europe-
.When a user uploads a document in Connected Servicing, the system:
If IDP is not turned on, users will need to manually select DOCUMENT TYPE for an uploaded document.
There are several IDP properties users can update from the System Administration Center including:
To update the IDP properties:
Once your IDP properties are set, be sure to add classification files in the Connected Servicing Settings site. If no classification files are updated, a Document Reconciliation task will be assigned for a user to manually select the Document Type.
Appian's Connected Servicing application includes the ability to display a customer risk score and show alerts generated by Northrow's customer profiles. Using Northrow is optional and requires some minimal configuration in both the Connected Servicing Settings and System Administration Center sites after the Northrow prerequisite configuration is set up.
If you would like to use the Northrow functionality during your Service Request, you must have a Northrow account and be able to retrieve your organization's credentials and profile unique IDs (UIDs).
Once you have your Northrow authentication information:
AS EI NORTHROW Bearer Token Connected System
.AS_EI_NORTHROW_TXT_PROFILE_UID_COMPANY_CHECK_INTERNATIONAL
constant.AS_EI_NORTHROW_TXT_PROFILE_UID_COMPANY_CHECK_UK
constant.When a customer is created, the Northrow integration is called using the company name and domicile to retrieve a company's risk score and any alerts about the customer. The risk score and alerts are displayed on the customer record.
When the Northrow company check is called, Northrow also provides a detailed risk score report. Once generated, the report is available for download from the DOCUMENTS tab of the customer record.
Northrow's company check can also be included as a task in Service Request process configuration.
The task type is called Northrow Risk Score Check. When the task is triggered, Connected Servicing will make an integration call to Northrow and update the customer record automatically. If there is an error connecting to or retrieving the results from Northrow, a follow up task will be opened. The Northrow error tasks are by default assigned to the Client Service Request group.
To complete the Northrow Risk Score Error tasks, the user can choose to either retry the Northrow check or to skip the risk score check entirely.
To complete the Northrow Risk Score Error task:
Each customer can have their risk score refreshed automatically on a regular schedule or manually.
After a customer is created, a user can select whether or not to automatically refresh the Northrow company check.
To update the automatic Northrow check settings:
A user can manually check for changes to the risk score or alerts from the customer record by clicking the refresh button. The refresh button is not available if the Northrow integration is disconnected..
There are several Northrow properties users can update from the System Administration Center including:
To update the Northrow properties:
If you suspect that the Northrow integration is not working, you can test to see if this integration is working from the System Administration Center.
To test the Northrow connection:
If both of these tests work, the service is up and connecting properly.
Managing Integrations