Components installed with Group Life Servicing

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Components Installed with Group Life Servicing

    The Group Life Servicing plugin installation includes various components such as tables, user roles, and related plugins that enhance the functionality and management of group insurance services. These components facilitate the processing and servicing of insurance-related requests efficiently.

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    Key Features

    • Installed Plugins:
      • Customer Service: Extends tables from Customer Service Management to Financial Services Operations.
      • Group Life and Disability Underwriting: Routes service requests to underwriters, enabling collaboration through workflows.
    • Store Applications:
      • Financial Services Operations Core: Manages customer data for policy service requests.
      • Group Life Underwriting: Handles management tasks for group policy underwriting services.
      • Document Processor: Manages document services tasks in insurance workflows.
      • Playbooks for Customer Service Management: Visualizes business process workflows for consistent responses.
      • CSM Contributor User: Enables middle office teams to create cases for customer requests.
    • Installed Roles:
      • Group Policy Admin: Manages group policy cases and configurations.
      • Group Life Manager: Views Performance Analytics reports and uses Process Mining projects.
      • Group Policy Processor: Submits service requests and tracks policy case statuses.
      • Group Policy Contributor: Creates and tracks policy service cases (requires CSM Contributor role).
      • Group Policy Viewer: Views group insurance policy cases and related data.
    • Installed Tables:
      • Group Life Policy Base
      • Group Life Policy Case
      • Group Life Policy Task
      • Insured Property Info
      • Policy Coverage Info

    Key Outcomes

    By utilizing the Group Life Servicing components, ServiceNow customers can efficiently manage group insurance policies, streamline service requests, and enhance collaboration among underwriting and servicing teams. This results in improved service delivery and customer satisfaction within the insurance operations framework.

    Several types of components are installed with activation of the Group Life Servicing plugin, 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 the Group Life Servicing application
    Plugin name Description
    Customer Service

    [com.sn_customerservice]

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

    Group Life and Disability Underwriting

    [sn_ins_group_uw]

    Enables insurance carriers to route service requests to underwriters based on their existing underwriting guidelines and rules. Underwriters can collaborate with distribution and servicing teams though a workflow.

    Store applications installed

    Table 2. Store applications installed with the Group Life Servicing application
    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.
    Group Life Underwriting Enables management of group policy underwriting services tasks that are used in insurance policy service cases. For more information, see Components installed with Group Life Underwriting.
    Document Processor Enables management of document services tasks that are used in insurance policy service 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.
    CSM Contributor User Enables middle office teams to create cases for customer requests. For more information, see CSM Contributor User Configure Contributor Users.

    Roles installed

    Table 3. Roles installed with the Group Life Servicing application
    Role title [name] Description Contains roles

    Group policy admin

    [sn_ins_group_life.admin]
    • Grant group insurance servicing roles
    • Delete group policy cases and tasks
    • Configure Group Life Servicing application
    • Create and modify group policy service definitions
    • Has read, write, and create access to group policy data
    • decision_table_admin
    • sn_bom.service_definition_admin
    • sn_doc_processor.admin
    • sn_ins_group_life.processor

    Group life manager

    [sn_ins_group_life.manager]
    • View the Performance Analytics reports in the Group Life Servicing dashboard
    • Use Process Mining projects for insurance operations processes
    • sn_ins_group_life.processor
    • sn_ins_group_life.processor_connector
    Group policy processor

    [sn_ins_group_life.processor]
    • Submit group insurance policy service requests
    • View the status of group insurance policy cases, underwriting tasks, and document services tasks
    • Record interactions
    • sn_doc_processor.agent
    • sn_ins_group_life.info_viewer
    • sn_ins_group_life.info_writer
    • sn_bom.group_life_ins_policy_viewer
    • sn_bom.b2b_agent
    • sn_ins_group_uw.viewer
    Group policy processor connector

    [sn_ins_group_life.processor_connector]
    • Access and view the status of individual life and disability policy cases, underwriting tasks, and document services tasks for customer accounts managed by them.
    • Create, update, and close cases and tasks for customer accounts managed by them
    • Record interactions
    • sn_ins_group_life.info_viewer
    • sn_sla_definition_read
    • sn_bom.viewer
    • sn_bom.account_data_viewer
    • sn_bom.agent
    • sn_ins_group_life.info_writer
    • sn_bom.group_life_ins_policy_viewer
    • sn_ins_group_uw.viewer
    Group policy contributor

    [sn_ins_group_life.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_group_life.info_viewer
    • sn_sla_definition_read
    • sn_bom.account_data_viewer
    • sn_ins_group_life.info_writer
    • sn_bom.group_life_ins_policy_viewer
    • sn_customerservice.csm_workspace_user
    • sn_ins_group_uw.viewer
    • sn_bom.b2b_contributor
    Group policy viewer

    [sn_ins_group_life.viewer]

    		 View group insurance policy cases and related data
    • sn_bom.ref_data_viewer
    • sn_bom.service_definition_read
    • sn_bom.account_data_viewer
    • sn_bom.group_life_ins_policy_viewer

    Tables installed

    Table 4. Tables installed with the Group Life Servicing application
    Table Description

    Group Life Policy Base

    [sn_ins_group_life_base]

    Group Life Policy Case

    [sn_ins_group_life_service]
    Group Life Policy Task

    [sn_ins_group_life_task]
    Insured Property Info

    [sn_ins_group_life_insured_property_info]
    Policy Coverage Info

    [sn_ins_group_life_policy_coverage_info]