Components installed with Personal Lines Servicing

  • Release version: Zurich
  • Updated July 31, 2025
  • 3 minutes to read
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    Summary of Components installed with Personal Lines Servicing

    The Personal Lines Servicing store applications in Financial Services Insurance Policy Operations install multiple components essential for managing personal insurance policy servicing. These include tables, user roles, related plugins, and other store applications if not already present. These components enable efficient handling of policy service requests, underwriting tasks, document management, and customer service workflows within ServiceNow.

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    Plugins Installed

    • Customer Service [com.sncustomerservice]: Extends Customer Service Management tables into Financial Services Operations applications, enabling integrated customer service functionality.

    Store Applications Installed

    • Financial Services Operations Core: Stores customer data necessary for policy service requests.
    • Personal Lines Underwriting: Manages personal underwriting service tasks within insurance policy service cases.
    • Document Processor: Supports management of document services tasks in insurance workflows.
    • Playbooks for Customer Service Management: Provides task-oriented workflow visualization to ensure consistent customer service responses.

    Roles Installed

    Various roles are installed to control access and permissions within the Personal Lines Servicing applications:

    • Personal insurance policy admin [sninspolicyb2c.admin]: System administrator role with capabilities to grant roles, delete cases/tasks, configure the application, and full data access.
    • Personal insurance contributor [sninspolicyb2c.contributor]: Enables creation and tracking of policy service cases for assigned accounts; must be combined with CSM Contributor roles.
    • Auto policy processor [sninspolicyb2c.autopolicyprocessor]: Allows submission and status viewing of auto insurance policy service requests and case interactions.
    • Auto insurance policy viewer [sninspolicyb2c.autopolicyviewer]: Provides read-only access to auto insurance policy cases and related data.
    • Homeowner policy processor [sninspolicyb2c.homeownerpolicyprocessor]: Enables submission and management of homeowner insurance policy service requests and interactions.
    • Homeowner insurance policy viewer [sninspolicyb2c.homeownerpolicyviewer]: Read-only access to homeowner insurance policy cases and related information.

    Tables Installed

    The installed tables structure the data storage for personal lines servicing, extending core ServiceNow case and task tables to support insurance-specific workflows:

    • Policy Base [sninspolicyb2cbase]: Extends the generic Case table to support policy service cases.
    • Auto Policy Case [sninspolicyb2cservice] and Auto Policy Task [sninspolicyb2ctask]: Store auto insurance policy cases and related tasks.
    • Homeowner Policy Case [sninspolicyb2chomeservice] and Homeowner Policy Task [sninspolicyb2chomeservicetask]: Manage homeowner policy cases and associated tasks.
    • Info tables such as Insured Property Info, Participant Insured Property Info, Policy Coverage Info, and Policy Participant Info: Store changes to insured properties, participants, coverages, and roles related to policy servicing.

    Several types of components are installed with the installation of the Financial Services Insurance Policy Operations Personal Lines Servicing store applications, including tables and user roles. The applications also install related plugins and store applications if they are not already installed.

    Note:
    The Application Files table lists the components that are installed with this application. For instructions on how to access this table, see Find components installed with an application.

    Plugins installed

    Table 1. Plugins installed with the Personal Lines Servicing store applications
    Plugin Description
    Customer Service

    [com.sn_customerservice]

    		 Enables the extension of tables from the Customer Service Management application into the Financial Services Operations applications.

    Store applications installed

    Table 2. Store applications installed with the Personal Lines Servicing store applications
    Store application Description
    Financial Services Operations Core Stores the customer data that is needed to make policy service requests. For more information, see Financial Services Operations Core.
    Personal Lines Underwriting Enables management of personal underwriting services tasks that are used in insurance policy service cases. For more information, see Components installed with Personal Lines Underwriting.
    Document Processor Enables the management of document services tasks that are used in insurance operations workflows. For more information, see Integrating with Document Processor.
    Playbooks for Customer Service Management Provides a way to visualize business process workflows in a simple, task-oriented view, ensuring consistent responses to commonly encountered situations. For more information, see Playbooks for Customer Service Management.

    Roles installed

    Table 3. Roles installed with the Personal Lines Servicing store applications
    Role title [name] Description Contains roles
    Personal insurance policy admin

    [sn_ins_policy_b2c.admin]

    		 Application-specific system administrator role for personal insurance policy that can:
    • Grant personal property and casualty insurance servicing roles
    • Delete personal policy cases and tasks
    • Configure personal Property and Casualty Insurance Servicing application
    • Create and modify personal policy service definitions
    • Has read, write, and create access to personal policy data
    Note:
    The sn_bom.admin role contains the sn_ins_policy_b2c.admin role when the Property and Casualty Insurance Servicing application is installed.
    • sn_bom.service_definition_admin
    • sn_ins_policy_b2c.info_writer
    • sn_ins_policy_b2c.auto_policy_processor
    • sn_ins_policy_b2c.homeowner_policy_processor
    Personal insurance contributor

    [sn_ins_policy_b2c.contributor]

    		 Create and track policy service cases for accounts managed by them.
    Important:
    For the contributor role to work, it must be combined with one of the CSM Contributor users roles. For more information, see Roles and Personas.
    • sn_sla_definition_read
    • sn_bom.customer_data_viewer
    • sn_ins_policy_b2c.info_writer
    • sn_bom.homeowner_ins_policy_viewer
    • sn_bom.auto_ins_policy_viewer
    • sn_bom.b2c_contributor
    • sn_bom_document.b2c_viewer
    • sn_customerservice.csm_workspace_user
    • sn_ins_underwrite.viewer
    • sn_bom_document.b2c_collector
    Auto policy processor

    [sn_ins_policy_b2c.auto_policy_processor]
    • Submit auto insurance policy service requests
    • View the status of auto insurance policy cases, underwriting tasks, and document services tasks
    • Record interactions
    • sn_ins_policy_b2c.info_writer
    • sn_bom.auto_ins_policy_viewer
    • sn_bom_document.b2c_viewer
    • sn_bom.b2c_agent
    • sn_ins_underwrite.viewer
    Auto insurance policy viewer

    [sn_ins_policy_b2c.auto_policy_viewer]

    		 View auto insurance policy cases and related data
    • sn_bom.ref_data_viewer
    • sn_bom.service_definition_read
    • sn_bom.customer_data_viewer
    • sn_ins_policy_b2c.ins_policy_viewer
    • sn_ins_policy_b2c.info_viewer
    Homeowner policy processor

    [sn_ins_policy_b2c.homeowner_policy_processor]
    • Submit homeowner insurance policy service requests
    • View the status of homeowner insurance policy cases, underwriting tasks, and document services tasks
    • Record interactions
    • sn_ins_policy_b2c.info_writer
    • sn_bom.homeowner_ins_policy_viewer
    • sn_bom_document.b2c_viewer
    • sn_bom.b2c_agent
    • sn_ins_underwrite.viewer
    Homeowner insurance policy viewer

    [sn_ins_policy_b2c.homeowner_policy_viewer]

    		 View homeowner insurance policy cases and related data
    • sn_bom.ref_data_viewer
    • sn_bom.service_definition_read
    • sn_bom.customer_data_viewer
    • sn_ins_policy_b2c.ins_policy_viewer
    • sn_ins_policy_b2c.info_viewer

    Tables installed

    Table 4. Tables installed with the Personal Lines Servicing store applications
    Table Description
    Policy Base

    [sn_ins_policy_b2c_base]

    		 Policy Service Case table extends the Policy Base table. Policy Base table extends the Case [sn_customerservice_case] table.
    Auto Policy Case

    [sn_ins_policy_b2c_service]

    		 Stores all policy service cases for consumer services for all Financial Services Operations applications. This table extends the Policy Base [sn_ins_policy_b2c_base] table.
    Auto Policy Task

    [sn_ins_policy_b2c_task]

    		 Stores all policy tasks for policy services for all Financial Services Operations applications. This table extends the Financial Task [sn_bom_task] table.
    Homeowner Policy Case

    [sn_ins_policy_b2c_home_service]

    		 Homeowners case type table which holds all servicing cases for Homeowner policies. This table is extended off Policy Base table.
    Homeowner Policy Task

    [sn_ins_policy_b2c_home_service_task]

    		 This table extends the Financial Task [sn_bom_task] table. Stores all tasks related to a Homeowners case.
    Insured Property Info

    [sn_ins_policy_b2c_insured_property_info]

    		 This is an Info table which stores the changes to insured properties which can take place as part of servicing a case against a policy.
    Participant Insured Property Info

    [sn_ins_policy_b2c_participant_insured_property_info]

    		 This is an Info table which stores the changes to a role that a participant plays on an insured property which can take place as part of servicing a case against a policy.
    Policy Coverage Info

    [sn_ins_policy_b2c_policy_coverage_info]

    		 This is an Info table which stores the changes to policy participants which can take place as part of servicing a case against a policy.
    Policy Participant Info

    [sn_ins_policy_b2c_policy_participant_info]

    		 This is an Info table which stores the changes to policy coverages which can take place as part of servicing a case against a policy.