Setting up Insurance claims workspaces and dashboards

  • Release version: Xanadu
  • Updated October 10, 2024
  • 2 minutes to read
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    Summary of Setting up Insurance claims workspaces and dashboards

    The Insurance claims application enables ServiceNow customers to set up tailored workspaces and dashboards for different insurance personas such as FNOL Representatives, Processors, Adjusters, and Managers. These configurations help streamline claim management by providing role-specific landing pages, modules, lists, and record views.

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    Workspaces included in Insurance claims

    • Claim Summary (360) page: Provides a comprehensive view of a claim, primarily used by Processors, Adjusters, and Managers.
    • Claim Workspace: Designed for Adjusters to manage claims effectively.

    Both workspaces can be customized using UI Builder, and subpages can be modified by creating page variants to suit specific lines of business.

    Setting up workspaces by persona

    • FNOL Representative: Uses a common landing page from the Financial Services Operations (FSO) Core with minimal modifications. UI Builder allows further UI refinements.
    • Processor: Create landing pages and lists based on existing templates such as the Claims Processor landing page and customize them for your line of business.
    • Adjuster: Similar to Processors, landing pages and lists should be created or adapted from the included Claims Adjuster landing page, with the option to clone and modify the Claim Workspace as needed.

    Record-level workspace configurations default to the Customer Service Management (CSM) application’s settings but can be modified via UI Builder.

    Dashboards

    Dashboards associated with the landing pages can be customized through Platform Analytics under All > Platform Analytics > Dashboards. Editing is done via UI Builder to tailor data visualization and conditions for each role.

    Important: The FNOL landing page is part of the FSO Core, so changes here may affect other applications; caution is advised.

    Practical benefits for ServiceNow customers

    • Enable role-specific user experiences for efficient insurance claim processing.
    • Leverage existing templates and landing pages to accelerate setup and customization.
    • Use UI Builder to easily modify UI elements without heavy development.
    • Maintain flexibility by cloning and customizing workspaces and dashboards for different lines of business.
    • Ensure consistency with base configurations from CSM while adapting to unique business needs.

    You can set up the workspace and dashboards for each persona by using the Insurance claims application.

    Workspaces included in Insurance claims

    The following workspaces are included in Insurance claims:
    • Claim Summary (360)
    • Claim Workspace

    For more information about these workspaces, see Insurance claims landing pages and workspaces.

    You can modify these workspaces in UI Builder. You can also customize the subpages in these workspaces by creating a variant. For more information about this customization, see Create a page variant.

    Setting up workspaces by persona

    The following table lists some guidelines on how to set up a workspace for each persona.

    Table 1. Persona workspaces
    Element Persona Guidelines
    Landing page FNOL Representative This common landing page is defined in the FSO Core and can be used as-is with little modification.

    To make additional UI changes, use UI Builder. For more information, see UI Builder.
    Processor Create a landing page for the line of business by basing it on an existing landing page. Refer to the included Claims Processor landing page as an example by navigating to All > Platform Analytics > Dashboards, and then selecting Claims Processor Landing Page.
    Adjuster Create a landing page for your line of business by basing it on an existing landing page. Refer to the included Claims Adjuster landing page as an example by navigating to All > Platform Analytics > Dashboards, and then selecting Claims Adjuster Landing Page.
    Modules and Lists FNOL Representative This module or list is defined by the base system for Insurance claims.

    To make additional UI changes, use UI Builder. For more information, see UI Builder.
    Processor This module or list is defined by the base system for Insurance claims.

    For a new line of business, create list categories and lists for the processor role.
    Adjuster This module or list is defined by the base system for Insurance claims.

    For a new line of business, create list categories and lists for the adjuster role.
    Record All Other workspace-related configuration, like the changes that are related to a record, can be done through UI Builder. By default, Insurance claims uses the Record default configuration from the Customer Service Management (CSM) application.

    For more information, see Workspaces and Configure CSM Configurable Workspace.
    Claim workspace Adjuster This adjuster workspace UI Builder page has been set up in Insurance claims.

    If necessary, you can clone this workspace and modify it to be more specific to your particular line of business.

    For more information, see Workspaces and Configure CSM Configurable Workspace.
    Claim summary (360) page Processor, Adjuster, Manager The Claim 360 UI Builder page is set up in theFSO Core and is available in claims applications. It can be cloned and modified to create a specific claim summary page for a particular line of business.

    To enable a claim summary on a case, enable the CSM default record page and define the correct order.

    For more information, see UI Builder.

    Dashboards included in Insurance claims

    To modify the conditions on the landing pages, navigate to All > Platform Analytics > Dashboards. Select the dashboards and edit them by using UI Builder.

    For more information on the included dashboards and their layouts, see Insurance claims landing pages and workspaces.
    Note:
    The FNOL landing page is built into Financial Services Operations Core. Any changes to this page may impact other applications.

    For more information on landing pages as dashboards, see Dashboard landing pages.