Commercial Lines Servicing dashboard

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read
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    Summary of Commercial Lines Servicing Dashboard

    The Commercial Lines Servicing dashboard provides insights into the performance of personal policy service requests within your insurance services. It has been updated for an enhanced user experience, allowing you to monitor policy service cases, analyze trends, and access detailed information from a single view. Key functionalities include tracking closed cases that breached Service Level Agreements (SLAs), identifying open cases requiring immediate attention, and reviewing average closing times for cases.

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    Key Features

    • Monitoring Capabilities: View the status of policy service cases, including those that have breached SLAs and those that require immediate attention.
    • Performance Metrics: Analyze average closing times and trends in case types, enabling effective management of resources and productivity.
    • User Roles: Access requires specific ServiceNow AI Platform roles, including sninspolicyb2b.manager for viewing and sninspolicyb2b.admin, snbompa.admin, and paadmin for editing the dashboard.
    • Flexible Access: Navigate to the dashboard via Workspaces > Financial Services Workspace > Analytics Center or through All > Commercial Lines Servicing > Analytics.

    Key Outcomes

    By utilizing the Commercial Lines Servicing dashboard, users can expect the following outcomes:

    • Real-time visibility into insurance case statuses, aiding in timely decision-making.
    • Enhanced management of SLA performance, helping to reduce breaches and improve service delivery.
    • Ability to customize views to better meet specific user needs, particularly for managers and admins.
    • Informed insights regarding case trends and agent productivity, driving operational improvements.

    With the Commercial Lines Servicing dashboard, you can get an insight into how your team and business are performing for the personal policy service requests that were received for your insurance services.

    Important:
    The Commercial Lines Servicing dashboard has been modernized to give you a better user experience.

    The Commercial Lines Servicing dashboard enables you to monitor the status of the policy service cases, see trends, and drill down into the details from a single view. For any time that you specify, you can view the details for the closed cases that breached a Service Level agreement, the open cases that need immediate attention, and the average closing times of the policy service cases.

    Required ServiceNow AI Platform roles

    • sn_ins_policy_b2b.manager, required to view the dashboard widgets and data.
    • sn_ins_policy_b2b.admin, sn_bom_pa.admin, and pa_admin, required to edit the dashboard.

    Access the Commercial Lines Servicing dashboard

    To access the Commercial Lines Servicing dashboard, navigate to Workspaces > Financial Services Workspace > Analytics Center (Analytics center icon.).

    Alternatively, you can navigate to All > Commercial Lines Servicing > Analytics.

    You can also access the dashboard from the Platform Analytics Workspace. For more information about the Platform Analytics Workspace, see Analytics Center.

    If you have upgraded from an earlier version, you can access the existing Core UI dashboard layout as usual by navigating to All > Commercial Lines Servicing > Dashboard.

    Use cases

    For examples of how different people in your organization can use this dashboard, see the use cases in the following table.
    Table 1. Use cases for using the Commercial Lines Servicing dashboard
    User Dashboard use
    Commercial lines servicing manager Needs to gain visibility into the real-time status of the insurance cases and do the following tasks:
    • Monitor all the open insurance cases that have breached a Service Level Agreement (SLA)
    • Monitor the volume of each insurance case type and their trend
    • Review agent productivity
    • Review the average closing time of cases for a service, agent, or group
    • Monitor the details of the requests by policy type
    • Drill down into the details in an error category
    Commercial lines servicing admin Needs to be able to customize views.

    Indicators

    Commercial Lines Servicing.Summed duration of closed cases
    Number of hours to close the commercial lines cases that day with the Stage and Service breakdowns.
    Commercial Lines Servicing.Number of closed cases
    Number of the commercial lines cases that were closed today with the Stage and Service breakdowns.
    Commercial Lines.Open Cases with SLA Breached greater than 80%
    Number of the open commercial lines cases that day where the SLA-elapsed percentage is greater than 80 percent.
    Commercial Lines: Number of BOP change coverage cases created
    Number of the commercial lines cases that were created today where the commercial lines service is a BOP change coverage account.
    Commercial Lines Servicing.Number of closed cases with breached sla
    Number of the commercial lines cases that were closed that day that breached an SLA.
    Commercial Lines:Number of open cases breached SLA
    Number of the open commercial lines cases that day that breached an SLA.
    Commercial lines.Number of bop change coverage open cases
    Number of the open commercial lines cases that day where the commercial lines service is a bop change coverage account.
    Commercial Lines Servicing.Number of cases rejected by customer
    Number of the cases that were rejected by a customer.
    Commercial Lines Servicing.Number of closed cases with sla
    Number of the commercial lines cases that were closed that day within an SLA. The indicator is used to compare the number of cases that were closed that met an SLA versus the number of cases that breached an SLA.
    Commercial Lines Servicing.Number of cases rejected by fulfiller
    Number of the cases that were rejected by the underwriter or processor.

    Breakdowns

    • Policy Case Stage
    • Policy Reject Reason
    • Policy Service