Setting up Insurance claims workspaces and dashboards
Summarize
Summary of Setting up Insurance claims workspaces and dashboards
This guide explains how ServiceNow customers can set up and customize Insurance claims workspaces and dashboards for different user personas using the Insurance claims application. It outlines included default workspaces, customization options via UI Builder, and guidance on tailoring landing pages, modules, lists, and record views to specific roles such as FNOL Representatives, Processors, and Adjusters.
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Key Features
- Included Workspaces:
- Claim Summary (360)
- Claim Workspace
- Customization Tools: Use UI Builder to modify workspaces, create page variants, and adjust dashboards.
- Persona-Specific Setup Guidelines:
- FNOL Representative: Use the common landing page from FSO Core with minimal changes.
- Processor: Build line-of-business landing pages based on existing Claims Processor landing page examples.
- Adjuster: Similarly, create line-of-business landing pages modeled on Claims Adjuster landing page examples.
- Modules and Lists: Base system definitions exist for all personas; for new lines of business, create customized list categories and lists for Processor and Adjuster roles.
- Record Configuration: Default record configuration uses Customer Service Management (CSM) settings; adjust via UI Builder as needed.
- Claim Workspace and Claim Summary (360) Pages: Preconfigured pages exist for Adjusters and Processors/Managers respectively, which can be cloned and customized per line of business.
- Dashboards: Dashboards tied to landing pages can be edited in Platform Analytics and UI Builder; care should be taken when modifying FNOL landing page as it is shared across Financial Services Operations Core.
Practical Benefits for Customers
- Enables tailored workspace experiences for different insurance claims roles, improving user efficiency and relevance.
- Allows easy adaptation of standard workspaces and dashboards to specific lines of business without full redevelopment.
- Supports consistent user interface management through UI Builder, enabling quick UI changes without coding.
- Ensures integration with Customer Service Management record handling for seamless claims processing.
- Facilitates oversight via dashboards customized for each persona’s needs.
You can set up the workspace and dashboards for each persona by using the Insurance claims application.
Workspaces 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.
| 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 , 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 , 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. |
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| 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. |
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| 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 . Select the dashboards and edit them by using UI Builder.
For more information on landing pages as dashboards, see Dashboard landing pages.