Configure Group Life Servicing

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

    • Review the components that are installed with the Group Life Servicing application and modify as needed for your organization's business needs.

    Before you begin

    Make sure that the Group Life Servicing application is installed. For more information, see Install Group Life Servicing.

    Role required: sn_ins_group_life.admin or 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 policy service case and task. You should configure service definitions for:
      • Group Life and Disability Servicing
      • Group Life and Disability Underwriting
      Configure record producers Create or modify record producers to define request forms.
      Create flows Create flows using Flow Designer.
      Configure playbooks Edit or create a new playbook using Playbooks.
      Configure CSM Configurable Workspace Configure CSM Configurable Workspace to enable requesters, contributors, and processors to interact with customers, and create and work on cases.
      Modify interceptors and workspace record type selectors Modify interceptors and workspace record type selectors to configure policy request types.
      Configure user groups Configure user groups for assignment of cases and tasks. You can also assign roles to groups and users.
      Configure assignment rules Configure assignment rules to identify cases that meet certain conditions and then route those cases to agents.
      Configure Service Level Agreements (SLAs) Configure the installed SLAs to configure SLA timings for policy service cases and tasks.
      Configure Document Processor Configure Document Processor for document categories, document types, inbound and outbound document rules, and approval rules for document deferments and exceptions.