Setting up Insurance claims workspaces and dashboards

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Setting up Insurance claims workspaces and dashboards

    The Insurance claims application provides predefined workspaces and dashboards tailored for different personas involved in the claims process, such as FNOL Representatives, Processors, and Adjusters. These workspaces and dashboards can be customized and adapted to specific lines of business using ServiceNow’s UI Builder and page variant features.

    Show full answer Show less

    Key Features

    • Included Workspaces:
      • Claim Summary (360)
      • Claim Workspace
    • Persona-Based Setup Guidelines:
      • FNOL Representative: Uses a common landing page from Financial Services Operations (FSO) Core, with minimal modification needed.
      • Processor: Create or customize landing pages and lists based on existing Claims Processor examples; new lines of business may require new list categories.
      • Adjuster: Similarly, create or customize landing pages and lists based on Claims Adjuster examples; cloning and modifying the adjuster workspace is supported.
    • Customization Tools:
      • UI Builder is the primary tool to modify workspaces, lists, records, and dashboards.
      • Page variants allow customization of subpages within workspaces to tailor user experiences.
    • Claim 360 Page: Available for Processors, Adjusters, and Managers from FSO Core; can be cloned and customized per line of business. Enabling the claim summary on case records requires configuring the CSM default record page order.
    • Dashboards: Delivered dashboards can be accessed and edited under Platform Analytics > Dashboards. Modifications to the FNOL landing page should be made cautiously as it affects multiple applications.

    Key Outcomes

    • ServiceNow customers can efficiently set up tailored Insurance claims workspaces and dashboards for different roles, improving user experience and operational efficiency.
    • Customization capabilities allow organizations to adapt the out-of-the-box Insurance claims application to specific business needs and lines of business.
    • Use of UI Builder and page variants enables ongoing enhancements without impacting core functionality, supporting scalability and flexibility.
    • Awareness of dependencies, such as the FNOL landing page’s impact across applications, helps prevent unintended disruptions during customization.

    You can set up the workspace and dashboards for each persona by using the Insurance claims application.

    Workspaces included in Insurance claims

    The following workspaces are 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.

    Table 1. Persona workspaces
    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 All > Platform Analytics > Dashboards, 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 All > Platform Analytics > Dashboards, 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.
    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.
    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 All > Platform Analytics > Dashboards. Select the dashboards and edit them by using UI Builder.

    For more information on the included dashboards and their layouts, see Insurance claims landing pages and workspaces.
    Note:
    The FNOL landing page is built into Financial Services Operations Core. Any changes to this page may impact other applications.

    For more information on landing pages as dashboards, see Dashboard landing pages.