Components installed with Commercial Lines Servicing

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Components installed with Commercial Lines Servicing

    The Financial Services Commercial Lines Servicing application installs several key components essential for managing commercial insurance policy services. These include tables, user roles, plugins, and related store applications. These components work together to facilitate policy service requests, underwriting management, document processing, and business process visualization within the ServiceNow platform.

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    Plugins Installed

    • Customer Service [com.sncustomerservice]: Extends Customer Service Management tables into Financial Services Operations applications, enabling integrated customer service capabilities.

    Store Applications Installed

    • Financial Services Operations Core: Stores critical customer data needed to process policy service requests.
    • Commercial Lines Underwriting: Manages underwriting service tasks related to insurance policy service cases.
    • Document Processor: Handles document service tasks within insurance operations workflows.
    • Playbooks for Customer Service Management: Provides task-oriented visual workflows to ensure consistent handling of common business scenarios.

    Roles Installed

    Roles define access levels and permissions for managing commercial insurance policy services:

    • Commercial insurance policy admin [sninspolicyb2b.admin]: Full administrative rights to configure applications, manage cases and tasks, and modify policy service definitions.
    • Commercial policy processor [sninspolicyb2b.bopprocessor]: Can submit policy service requests, monitor case and task status, and record interactions.
    • Commercial insurance contributor [sninspolicyb2b.contributor]: Enables users to create and track policy service cases for their managed accounts; requires combination with a Customer Service Management Contributor role.
    • Commercial insurance policy viewer [sninspolicyb2b.bopviewer]: Provides read-only access to commercial policy cases and associated data.

    Tables Installed

    Tables support data storage and case management for commercial insurance servicing:

    • Policy Base [sninspolicyb2bbase]: Serves as the base table extending the Case table for line of business-specific case types.
    • Business Owner Policy Case [sninspolicyb2bbopservice]: Holds servicing cases for Business Owner policies, extending the Policy Base table.
    • Business Owner Policy Task [sninspolicyb2bboptask]: Stores tasks related to Business Owner Policy cases, extending the Financial Task table.
    • Insured Property Info [sninspolicyb2binsuredpropertyinfo]: Tracks changes to insured properties during policy servicing.
    • Participant Insured Property Info [sninspolicyb2bparticipantinsuredpropertyinfo]: Records changes to participant roles on insured properties during servicing.
    • Policy Participant Info [sninspolicyb2bpolicyparticipantinfo]: Stores changes to policy participants involved in servicing cases.
    • Policy Coverage Info [sninspolicyb2bpolicycoverageinfo]: Maintains data on changes to policy coverages during servicing.

    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 .
    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 Integrate with Financial Services 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.