Components installed with Commercial Lines Servicing

  • Release version: Australia
  • Updated March 12, 2026
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    Summary of Components installed with Commercial Lines Servicing

    The Financial Services Commercial Lines Servicing application installs various components essential for managing commercial insurance processes, including tables, user roles, plugins, and related store applications. This setup is crucial for enabling efficient policy service management within ServiceNow.

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    Key Features

    • Plugins Installed: The application installs the Customer Service plugin, which extends Customer Service Management tables into Financial Services Operations.
    • Store Applications Installed: Key store applications include:
      • Financial Services Operations Core: Manages customer data for policy service requests.
      • Commercial Lines Underwriting: Handles commercial underwriting tasks.
      • Document Processor: Manages document services in insurance workflows.
      • Playbooks for Customer Service Management: Visualizes business workflows for consistent responses.
    • Roles Installed: User roles facilitate various tasks such as:
      • Commercial insurance policy admin: Manages servicing roles, deletes cases, and configures service definitions.
      • Commercial policy processor: Submits service requests and tracks case statuses.
      • Commercial insurance contributor: Creates and tracks policy service cases.
      • Commercial insurance policy viewer: Views policy cases and data.
    • Tables Installed: The application includes several tables that store important information related to policy servicing, such as:
      • Policy Base: Base table for servicing cases.
      • Business Owner Policy Case and Task: Tables for managing servicing cases and tasks.
      • Insured Property Info: Holds changes related to insured properties.
      • Policy Coverage Info: Stores updates to policy coverages.

    Key Outcomes

    By utilizing the Commercial Lines Servicing application, ServiceNow customers can streamline their commercial insurance servicing processes, ensure consistent management of policy data and tasks, and enhance overall operational efficiency in handling insurance cases. This setup empowers users to quickly access necessary information and improve service delivery to clients.

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

    Note:
    The Application Files table lists the components that are installed with this application. For instructions on how to access this table, see Find components installed with an application.

    Plugins installed

    Table 1. Plugins installed with Commercial Lines Servicing
    Plugin Description
    Customer Service

    [com.sn_customerservice]

    		 Enables the extension of tables from the Customer Service Management application into the Financial Services Operations applications.

    Store applications installed

    Table 2. Store applications installed with Commercial Lines Servicing
    Store application Description
    Financial Services Operations Core Stores the customer data that is needed to make policy service requests. For more information, see Financial Services Operations Core.
    Commercial Lines Underwriting Enables management of commercial underwriting services tasks that are used in insurance policy service cases. For more information, see Components installed with Commercial Lines Underwriting.
    Document Processor Enables the management of document services tasks that are used in insurance operations workflows. For more information, see Integrating with Document Processor.
    Playbooks for Customer Service Management Provides a way to visualize business process workflows in a simple, task-oriented view, ensuring consistent responses to commonly encountered situations. For more information, see Playbooks for Customer Service Management.

    Roles installed

    Table 3. Roles installed with Commercial Lines Servicing
    Role title [name] Description Contains roles

    Commercial insurance policy admin

    [sn_ins_policy_b2b.admin]
    • Grant commercial property and casualty insurance servicing roles
    • Delete commercial policy cases and tasks
    • Configure commercial Property and Casualty Insurance Servicing application
    • Create and modify commercial policy service definitions
    • Has read, write, and create access to commercial policy data
    • sn_bom.service_definition_admin
    • sn_ins_policy_b2b.bop_processor
    Commercial policy processor

    [sn_ins_policy_b2b.bop_processor]
    • Submit commercial insurance policy service requests
    • View the status of commercial insurance policy cases, underwriting tasks, and document services tasks
    • Record interactions
    • sn_ins_policy_b2b.info_viewer
    • sn_bom_document.b2b_viewer
    • sn_ins_policy_b2b.info_writer
    • sn_bom.b2b_agent
    • sn_ins_uw_b2b.viewer
    • sn_ins_policy_b2b.bop_viewer
    • sn_bom_document.b2b_collector
    • sn_bom.bo_ins_policy_viewer
    Commercial insurance contributor

    [sn_ins_policy_b2b.contributor]

    		 Create and track policy service cases for accounts managed by them.
    Important:
    For the contributor role to work, it must be combined with one of the CSM Contributor users roles. For more information, see Roles and Personas.
    • sn_ins_policy_b2b.info_viewer
    • sn_sla_definition_read
    • sn_bom_document.b2b_viewer
    • sn_ins_policy_b2b.info_writer
    • sn_bom.account_data_viewer
    • sn_ins_uw_b2b.viewer
    • sn_customerservice.csm_workspace_user
    • sn_bom.b2b_contributor
    • sn_bom_document.b2b_collector
    • sn_bom.bo_ins_policy_viewer
    Commercial insurance policy viewer

    [sn_ins_policy_b2b.bop_viewer]

    		 View commercial insurance policy cases and related data
    • sn_bom.ref_data_viewer
    • sn_bom.service_definition_read
    • sn_bom.customer_data_viewer
    • sn_ins_uw_b2b.viewer
    • sn_bom.bo_ins_policy_viewer

    Tables installed

    Table 4. Tables installed with Commercial Lines Servicing
    Table Description
    Policy Base

    [sn_ins_policy_b2b_base]

    		 Personal lines servicing base table extension of the Case [sn_customerservice_case] table. Any line of business specific case type tables can be extended off this table.
    Business Owner Policy Case

    [sn_ins_policy_b2b_bop_service]

    		 BOP case type table which holds all servicing cases for Business Owner policies. This table is an extension of the Policy Base table.
    Business Owner Policy Task

    [sn_ins_policy_b2b_bop_task]

    		 This table extends the Financial Task [sn_bom_task] table. Stores all tasks related to a BOP case.
    Insured Property Info

    [sn_ins_policy_b2b_insured_property_info]

    		 This is an Info table which stores the changes to insured properties which can take place as part of servicing a case against a policy.
    Participant Insured Property Info

    [sn_ins_policy_b2b_participant_insured_property_info]

    		 This is an Info table which stores the changes to a role that a participant plays on an insured property which can take place as part of servicing a case against a policy.
    Policy Participant Info

    [sn_ins_policy_b2b_policy_participant_info]

    		 This is an Info table which stores the changes to policy participants which can take place as part of servicing a case against a policy.
    Policy Coverage Info

    [sn_ins_policy_b2b_policy_coverage_info]

    		 This is an Info table which stores the changes to policy coverages which can take place as part of servicing a case against a policy.