Configure Commercial Lines Claims

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read

    • Review the components that are installed with the Commercial Lines Claims application and modify as needed for your organization's business needs.

    Before you begin

    Make sure that the Commercial Lines Claims application is installed. For more information, see Install Commercial Lines Claims.

    Role required: sn_ins_claim_cml.admin and admin

    Procedure

    1. Import your financial accounts, financial products, financial institutions, and transactions data into ServiceNow tables.
      For more information, see Import your financial data using import sets.
    2. Review the installed components and modify them or add new ones as applicable.
      TaskDescription
      Configure service definitions Configure service definitions to enable unique flows and views for service cases and tasks. For more information, see Configure service definitions.

      You can add new case types and configure service definitions for each type.
      Edit or create flows Edit or create flows using Flow Designer. For more information, see Edit or create flows.
      Configure playbook Create a playbook by using Playbooks. For more information, see Edit or create a new playbook.
      Configure CSM Configurable Workspace Configure CSM Configurable Workspace to enable agents to interact with customers and create and work on cases.

      For more information, see Configure CSM Configurable Workspace.
      Configure the Claim Workspace, Fraud score and Claim summary pages Configure Claim workspace, Fraud score, and Claim summary pages on claim cases and claim adjuster tasks. For more information, see Enable Claim workspace, Fraud score, and Claim summary pages.
      Note:
      The Claim workspace is accessible from an adjuster task. The Fraud score and Claim summary pages are accessible from both a claim case and an adjuster task.
      Configure Service Level Agreements (SLAs) Configure the installed SLAs to configure SLA timings for claim service cases and tasks.

      For more information, see Configure the installed SLAs
      Configure user groups Configure user groups for assignment of cases and tasks. You can also assign roles to groups and users.

      For more information, see Configure user groups.
      Configure assignment rules Configure assignment rules to identify cases that meet certain conditions and then route those cases to agents. For more information, see Configure assignment rules.
      Configure Document Processor Configure document processor for document categories, document types, inbound and outbound document rules, and approval rules for document deferments and exceptions.

      For more information, seeConfigure Document Processor.
      Configure Archive Rules The Archive Commercial Auto Claim Case rule archives commercial auto claim cases that are older than a year. This rule is inactive by default.

      To configure archive rules, navigate to System Archiving > Archive Rules and enable the Archive Commercial Auto Claim Case rule.