Components installed with Financial Services Client Lifecycle

  • Release version: Yokohama
  • Updated January 30, 2025
  • 3 minutes to read
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    Summary of Components Installed with Financial Services Client Lifecycle

    The Financial Services Client Lifecycle plugin (snbomclob2c) installs essential components including tables, user roles, related plugins, and store applications. These components facilitate the management of customer lifecycle processes within the Financial Services domain. Customers can access a detailed list of these components through the Application Files table.

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    Key Features

    • Plugins Installed: The primary plugin installed is the Customer Service plugin, enhancing the integration of Customer Service Management with Financial Services Operations.
    • Roles Installed: A variety of roles are provided to manage permissions, including:
      • Account Administrator: Full access to Client Lifecycle data and administrative privileges.
      • Account Manager: Provides capabilities for performance analytics and optimization.
      • CLO Contributor: Allows users to manage service cases and track overall status, but requires combination with CSM Contributor roles.
      • CLO Agent Connector: Facilitates case management for accounts, needing pairing with CSM industry roles.
      • Client Lifecycle Agent: Comprehensive access for case creation and updates.
      • Client Lifecycle Viewer: Read-only access to lifecycle data.
      • KYC Roles: Various roles to manage Know Your Customer operations and client-level contact data.
    • Store Applications Installed: Key applications include:
      • Financial Services Operations Core: Manages customer lifecycle case data.
      • Financial Services Credit Operations: Oversees credit service tasks.
      • Financial Services Document Management: Handles document service tasks.
      • Financial Services Know Your Customer: Supports KYC evaluations for account applicants.
      • CSM Playbook: Visualizes business workflows for consistent responses.
      • CSM Contributor User: Empowers teams to resolve customer issues.
    • Tables Installed: Essential tables implemented include:
      • Customer Lifecycle Base: Extends the Financial Services Base table.
      • Account Lifecycle Service Case: Extends the Customer Lifecycle Base table for service case management.
      • Account Lifecycle Task: Extends the Financial Task table for task management.

    Key Outcomes

    The installation of these components enables ServiceNow customers to effectively manage customer lifecycle processes, enhance service delivery, and ensure compliance with regulatory requirements. By utilizing the roles and applications, teams can streamline workflows, improve data access, and respond to customer needs more efficiently.

    Several types of components are installed with the activation of the Financial Services Client Lifecycle (sn_bom_clo_b2c) plugin, including tables and user roles. The application also installs 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.

    Demo data is available for this feature.

    Plugins installed

    Table 1. Plugins installed with Financial Services Client Lifecycle
    Plugin Description
    Customer Service

    (com.sn_customerservice)

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

    Roles installed

    Table 2. Roles installed with Financial Services Client Lifecycle
    Role title [name] Description Contains roles
    Account Administrator

    [sn_bom_clo_b2c.admin]

    		 This role gives access to all Client Lifecycle data and admin privileges.
    • Create users
    • Grant roles and assign users to groups
    • Configure the CLO application
    • Add, modify, and delete field options
    • sn_bom.service_definition_admin
    • sn_bom_clo_b2c.agent
    Account Manager

    [sn_bom_clo_b2c.manager]

    		 This role provides all Client Lifecycle Agent capabilities, along with Performance Analytics reports and performance optimization projects.
    • sn_bom_clo_b2c.agent
    • pa_viewer
    CLO contributor

    [sn_bom_clo_b2c.contributor]
    • Create CLO service cases and enter case data
    • View the overall status of cases
    • Work on CLO service cases and tasks until the Initiate and Review stage
    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_bom.account_viewer
    • sn_bom.service_definition_read
    • sn_sla_definition_read
    • sn_bom_kyc.b2c_customer_viewer
    • sn_bom.customer_data_viewer
    • sn_bom.b2c_contributor
    • sn_bom_document.b2c_viewer
    • sn_customerservice.csm_workspace_user
    • sn_bom_document.b2c_collector
    CLO agent connector

    [sn_bom_clo_b2c.agent_connector]
    • Create CLO service cases and enter case data
    • View the overall status of cases
    • Work on CLO service cases and tasks to fulfill requests for accounts managed by them
    Important:
    For the agent connector role to work, it must be combined with one of the CSM industry data model roles. For more information, see Roles and Personas.
    • sn_bom.account_viewer
    • sn_sla_definition_read
    • sn_bom_kyc.b2c_customer_viewer
    • sn_bom.customer_data_viewer
    • sn_bom.viewer
    • sn_bom.account_data_viewer
    • sn_bom.agent
    • sn_bom_document.b2c_viewer
    • sn_bom_document.b2c_collector
    Client Lifecycle Agent

    [sn_bom_clo_b2c.agent]

    		 This role gives access to all Client Lifecycle data.
    • Create cases and enter case data
    • Assign tasks to self or other agents
    • Enter and update applicant information
    • Perform various verification tasks
    • Approve accounts
    • Close cases
    • sn_bom_kyc.b2c_customer_viewer
    • sn_bom_document.b2c_viewer
    • sn_bom.b2c_agent
    • sn_bom_document.b2c_collector
    Client Lifecycle Viewer

    [sn_bom_clo_b2c.viewer]

    		 This role gives read-only access to all Financial Services Client Lifecycle data.

    sn_bom.service_definition_read
    KYC Admin

    [sn_bom_kyc.admin]

    		 This role gives access to all Financial Services Know Your Customer operations data and grants admin privileges.
    • sn_bom.service_definition_admin
    • sn_bom_kyc.b2c_customer_agent
    • sn_bom_kyc.b2c_account_agent
    • sn_bom_kyc.b2c_contact_agent
    KYC Customer Agent

    [sn_bom_kyc.b2c_customer_agent]

    		 This role gives access to all Financial Services Know Your Customer client-level contact data.
    • sn_bom_clo_b2c.viewer
    • sn_bom_credit_asmt.b2c_viewer
    • sn_bom_document.b2c_viewer
    • sn_bom.b2c_agent
    KYC Contact Viewer

    [sn_bom_kyc.b2c_customer_viewer]

    		 This role grants read-only views of account contact information.

    sn_bom.service_definition_read

    Store applications installed

    Table 3. Store applications installed with Financial Services Client Lifecycle
    Store application Description
    Financial Services Operations Core Stores the data that is needed to create customer lifecycle cases. For more information, see Financial Services Operations Core.
    Financial Services Credit Operations Enables the management of Credit service cases and tasks that are used in Financial Services Customer Lifecycle Operations workflows. For more information, see Components installed with Financial Services Credit Operations.
    Financial Services Document Management Enables the management of Document Services tasks that are used in Financial Services Customer Lifecycle Operations workflows. For more information, see Integrating with Document Processor.
    Financial Services Know Your Customer (KYC) Enables KYC Agents to review and evaluate the eligibility of new account applicants.
    CSM Playbook Provides a way to visualize business process workflows in a simple, task-oriented view, ensuring consistent responses to commonly encountered situations.
    CSM Contributor User Enables middle office teams to engage in resolving customer issues and requests.

    Tables installed

    Table 4. Tables installed with Financial Services Client Lifecycle
    Table Description
    Customer Lifecycle Base

    [sn_bom_clo_b2c_base]

    		 Customer Lifecycle Base table extends the Financial Services Base [sn_bom_case] table.
    Account Lifecycle Service Case

    [sn_bom_clo_b2c_service]

    		 Account Lifecycle Service Case extends the Customer Lifecycle Base [sn_bom_clo_b2c_base] table.
    Account Lifecycle Task

    [sn_bom_clo_b2c_task]

    		 Account Lifecycle Task Case extends the Financial Task [sn_bom_task] table.