Components installed with Financial Services Business Lifecycle

  • Release version: Xanadu
  • Updated August 1, 2024
  • 3 minutes to read
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    Summary of Components installed with Financial Services Business Lifecycle

    Activating the Financial Services Business Lifecycle (snbomclob2b) plugin installs a variety of essential components including tables, user roles, related plugins, and store applications. These components work together to enable comprehensive management of customer lifecycle operations within the ServiceNow Financial Services ecosystem.

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    Plugins Installed

    The activation installs related plugins, notably the Customer Service (com.sncustomerservice) plugin, which allows extension of Customer Service Management tables into Financial Services Operations applications, enhancing integration and data consistency.

    Roles Installed

    A range of user roles is installed to provide granular access control and operational capabilities:

    • Account Administrator: Full administrative privileges including user management, configuration, and access to all lifecycle data.
    • Account Manager: Access to agent functions plus performance analytics and optimization projects.
    • CLO Contributor: Ability to create and manage CLO service cases; requires combination with specific Customer Service Management contributor roles.
    • CLO Agent Connector: Manages CLO service cases for assigned accounts; requires combination with CSM industry data model roles.
    • Account Lifecycle Agent: Full access to lifecycle data, case creation, task assignment, verification, approvals, and case closure.
    • Contact Lifecycle Agent: Similar to Account Lifecycle Agent but focused on contact lifecycle operations.
    • Account and Contact Lifecycle Viewers: Provide read-only access to lifecycle operation data.
    • Know Your Customer (KYC) Roles: Include admin, account agent, contact agent, and viewer roles that provide access and management capabilities over KYC operations and data.

    These roles are designed to support diverse operational responsibilities within the Financial Services Business Lifecycle, ensuring appropriate access and workflow participation.

    Store Applications Installed

    Several store applications are installed that support key operational workflows:

    • Financial Services Operations Core: Stores foundational data for creating Customer Lifecycle Operations cases.
    • Financial Services Credit Operations: Manages credit-related service cases and tasks within lifecycle workflows.
    • Financial Services Document Management: Manages document-related tasks used in lifecycle workflows.
    • Financial Services Know Your Customer (KYC): Supports KYC agents in reviewing and evaluating new account applicants.
    • CSM Playbook: Visualizes business process workflows in a task-oriented manner to ensure consistent customer service responses.
    • CSM Contributor User: Enables middle office teams to participate in resolving customer issues and requests.

    Tables Installed

    The plugin installs specialized tables that extend core Financial Services data models to handle lifecycle operations:

    • Customer Lifecycle Base [snbomclob2bbase]: Extends the Financial Services Base table to support lifecycle operations.
    • Account Lifecycle Service Case [snbomclob2baccountservice]: Extends Customer Lifecycle Base to manage account-related service cases.
    • Account Lifecycle Task [snbomclob2baccounttask]: Extends Financial Task table for account lifecycle tasks.
    • Contact Lifecycle Service Case [snbomclob2bcontactservice]: Extends Customer Lifecycle Base for contact-related service cases.
    • Contact Lifecycle Task [snbomclob2bcontacttask]: Extends Financial Task table for contact lifecycle tasks.

    These tables enable structured management and tracking of account and contact lifecycle service cases and tasks, supporting detailed operational workflows.

    Several types of components are installed with the activation of the Financial Services Business Lifecycle (sn_bom_clo_b2b) 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 activation of the Financial Services Business Lifecycle application
    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 activation of the Financial Services Business Lifecycle application
    Role title [name] Description Contains roles
    Account Administrator

    [sn_bom_clo_b2b.admin]

    		 In addition to admin privileges, this role gives access to all Financial Services Business Lifecycle operations data.
    • 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_b2b.account_lifecycle_agent
    Account Manager

    [sn_bom_clo_b2b.manager]

    		 This role provides all Financial Services Business Lifecycle Agent capabilities, along with Performance Analytics reports and performance optimization projects.
    • pa_viewer
    • sn_bom_clo_b2b.account_lifecycle_agent
    CLO contributor

    [sn_bom_clo_b2b.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_credit_asmt.b2b_viewer
    • sn_bom.service_definition_read
    • sn_bom_kyc.b2b_account_viewer
    • sn_sla_definition_read
    • sn_bom_document.b2b_viewer
    • sn_bom_kyc.b2b_contact_viewer
    • sn_bom.account_data_viewer
    • sn_customerservice.csm_workspace_user
    • sn_bom.b2b_contributor
    • sn_bom_document.b2b_collector
    CLO agent connector

    [sn_bom_clo_b2b.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_credit_asmt.b2b_viewer
    • sn_bom_kyc.b2b_account_viewer
    • sn_sla_definition_read
    • sn_bom_clo_b2b.account_lifecycle_viewer
    • sn_bom_document.b2b_viewer
    • sn_bom_kyc.b2b_contact_viewer
    • sn_bom.viewer
    • sn_bom.account_data_viewer
    • sn_bom.agent
    • sn_bom_document.b2b_collector
    Account Lifecycle Agent

    [sn_bom_clo_b2b.account_lifecycle_agent]

    		 This role gives access to all Financial Services Business 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.account_viewer
    • sn_bom_credit_asmt.b2b_viewer
    • sn_bom_kyc.b2b_account_viewer
    • sn_bom_clo_b2b.contact_lifecycle_agent
    • sn_bom_document.b2b_viewer
    • sn_bom_kyc.b2b_contact_viewer
    • sn_bom.b2b_agent
    • sn_bom_document.b2b_collector
    Contact Lifecycle Agent

    [sn_bom_clo_b2b.contact_lifecycle_agent]

    		 This role gives access to Contact Lifecycle operation data.
    • Create contact cases and enter data
    • Assign tasks to self or other agents
    • Enter and update contact information
    • Perform various verification tasks
    • Close contact cases
    • sn_bom_credit_asmt.b2b_viewer
    • sn_bom_kyc.b2b_account_viewer
    • sn_bom_clo_b2b.account_lifecycle_viewer
    • sn_bom_document.b2b_viewer
    • sn_bom_kyc.b2b_contact_viewer
    • sn_bom.b2b_agent
    • sn_bom_document.b2b_collector
    Account Lifecycle Viewer

    [sn_bom_clo_b2b.account_lifecycle_viewer]

    		 This role gives read-only access to all Account Lifecycle operations data.
    • sn_bom_clo_b2b.contact_lifecycle_viewer
    • sn_bom.service_definition_read
    Contact Lifecycle Viewer

    [sn_bom_clo_b2b.contact_livecycle_viewer]

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

    sn_bom.service_definition_read
    Know Your Customer Admin

    [sn_bom_kyc.admin]

    		 This role gives access to all KYC operations data and grants admin privileges.
    • sn_bom.service_definition_admin
    • sn_bom_kyc.b2c_customer_agent
    • sn_bom_kyc.b2b_account_agent
    • sn_bom_kyc.b2b_contact_agent
    Know Your Customer Contact Agent

    [sn_bom_kyc.b2b_contact_agent]

    		 This role gives access to all Business KYC operations contact data.
    • sn_bom_clo_b2b.contact_lifecycle_viewer
    • sn_bom_clo_b2b.account_lifecycle_viewer
    • sn_bom_credit_asmt.b2b_viewer
    • sn_bom_kyc.b2b_account_viewer
    • sn_bom_document.b2b_viewer
    • sn_bom.b2b_agent
    KYC Account Agent

    [sn_bom_kyc.b2b_account_agent]

    		 This role gives access to all Financial Services Know Your Customer business-level operations, account, and contact data.
    • sn_bom_credit_asmt.b2b_viewer
    • sn_bom_clo_b2b.account_lifecycle_viewer
    • sn_bom_document.b2b_viewer
    • sn_bom.b2b_agent
    • sn_bom_kyc.b2b_contact_agent
    KYC Contact Viewer

    [sn_bom_kyc.b2b_contact_viewer]

    		 This role grants read-only views of Financial Services Know Your Customer account contact information.

    sn_bom.service_definition_read
    KYC Account Viewer

    [sn_bom_kyc.b2b_account_viewer]

    		 This role grants read-only views of Financial Services Know Your Customer account information.
    • sn_bom.service_definition_read
    • sn_bom_kyc.b2b_contact viewer

    Store applications installed

    Table 3. Store applications installed with activation of the Financial Services Business Lifecycle application
    Store application Description
    Financial Services Operations Core Stores the data that is needed to create Customer Lifecycle Operations cases. For more information, see .
    Financial Services Credit Operations Enables the management of Credit service cases and tasks that are used in 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 Customer Lifecycle Operations workflows. For more information, see .
    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 activation of the Financial Services Business Lifecycle application
    Table Description
    Customer Lifecycle Base

    [sn_bom_clo_b2b_base]

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

    [sn_bom_clo_b2b_account_service]

    		 Account Lifecycle Service Case extends the Customer Lifecycle Base [sn_bom_clo_b2b_base] table.
    Account Lifecycle Task

    [sn_bom_clo_b2b_account_task]

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

    [sn_bom_clo_b2b_contact_service]

    		 Contact Lifecycle Service Case extends the Customer Lifecycle Base [sn_bom_clo_b2b_base] table.
    Contact Lifecycle Task

    [sn_bom_clo_b2b_contact_task]

    		 Contact Lifecycle Task extends the Financial Task [sn_bom_task] table.