Agent information for Policy applications

[DeepthiR4728719]

Hello everyone,

I need to populate Agent related information such as Name and Agent code and roles (writing or servicing agents) when a policy is created. Which tables should be utilized in ServiceNow FSO insurance (Individual Life Servicing)?

Thanks

Deepthi.

[Kailash Bhange · Accepted solution]

Hi @DeepthiR4728719,

In FSO Insurance the policy itself lives in the Insurance Policy table (sn_bom_ins_policy), and for Individual Life the policy type table is sn_bom_indiv_life_policy. The Individual Life Servicing app adds the service case/task tables on top (sn_ins_indiv_life_service, sn_ins_indiv_life_task), but no separate agent table.

The way I'd model agents:

1. Agent person/agency
- Store the agent as a Contact/Consumer (or as a member of a Service Organization if you manage agencies) depending on whether agents log in and how you manage them.
- Agent code: I'm not aware of an OOB "agent code" field, so add one on the record that represents the agent (e.g. a u_agent_code / scoped field on the contact or service organization member), not on the policy.

2. Link agent to the policy with a role
- Use Policy Participant (sn_bom_policy_participant) to link the agent to the policy, with a Policy Participant Role such as "Writing Agent" and "Servicing Agent". Add these as new role choices/records if they don't exist in your version.
- This keeps one policy with many agents and lets you change the servicing agent without touching the policy.

3. Populate on policy creation
- If policies come from an integration (PAS / IntegrationHub / Import Set), create the participant rows in the same transform or flow.
- If created in the platform, use a Flow Designer flow on sn_bom_ins_policy (created) to create the participant records.

4. Show it on servicing cases
- Add a related list / related record on the Individual Life case so agents see the writing/servicing agent from the policy.

A couple of questions so I can be more specific: which release are you on, are agents internal users or external partners, and does the agent data come from your policy admin system?

If this helps, please mark it helpful or accept it as the solution.

[DeepthiR4728719]

Thank you @Kailash Bhange 

I have stored the Agent information under Customer Contact table. Service organizations is something which customer do not want to utilize. Hence I am looking to see how we could model the data based on if an agent is Writing / Servicing Agent.

[DeepthiR4728719]

For now we have used Policy Participant table with a role, but this information must be stored at an agent record level where we store Agent first/last name, Agent code and a responsibility 

[DeepthiR4728719]

Thank you @Kailash Bhange 

Well I used all the tables which you mentioned, and stored agent details in Customer contact table instead of consumer as that may affect operational reporting when leadership wants to see agent, consumer/account, policy participants, tied to one single policy as a single system of record.