--- sourceDocument: Australia Financial Services Operations sourceDocumentLink: https://www.servicenow.com/docs/r/australia/financial-services-operations Release : - australia ft:locale : - en-US ft:publication_title : - Australia Financial Services Operations ft:clusterId : - finso bundleId : - finso workflow : - Customer and Industry --- # Components installed with Commercial Servicing # Components installed with Commercial Lines Servicing {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) 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 Components installed with Commercial Lines Servicing The Financial Services Commercial Lines Servicing store application installs several key components essential for managing commercial insurance servicing processes in ServiceNow. These components include specific tables, user roles, related plugins, and additional store applications. This setup enables efficient handling of commercial insurance policy cases, underwriting, document processing, and customer service workflows. Show full answer Show less ## Plugins Installed * **Customer Service \[com.sncustomerservice\]**: Extends tables from the Customer Service Management application into Financial Services Operations applications, enabling integration between customer service and insurance operations. ## Store Applications Installed * **Financial Services Operations Core**: Stores customer data required for policy service requests. * **Commercial Lines Underwriting**: Manages commercial underwriting service tasks used in insurance policy service cases. * **Document Processor**: Manages document service tasks within insurance operations workflows. * **Playbooks for Customer Service Management**: Provides task-oriented visualizations of business process workflows to ensure consistent responses to common scenarios. ## Roles Installed The application installs several targeted roles to control access and permissions related to commercial insurance servicing: * **Commercial insurance policy admin \[sninspolicyb2b.admin\]**: Grants full administrative rights including deleting cases/tasks, configuring the servicing application, and managing policy service definitions. * **Commercial policy processor \[sninspolicyb2b.bopprocessor\]**: Allows submitting policy service requests, viewing case and task statuses, and recording interactions. * **Commercial insurance contributor \[sninspolicyb2b.contributor\]**: Enables users to create and track policy service cases for managed accounts. Note that this role must be combined with a Customer Service Management Contributor role. * **Commercial insurance policy viewer \[sninspolicyb2b.bopviewer\]**: Provides read-only access to policy cases and related data. ## Tables Installed The application installs specialized tables that extend base case and task tables to support commercial lines servicing: * **Policy Base \[sninspolicyb2bbase\]**: Extends the Customer Service Case table as a foundational table for all line-of-business case types. * **Business Owner Policy Case \[sninspolicyb2bbopservice\]**: Stores servicing cases specific to Business Owner policies, extending the Policy Base table. * **Business Owner Policy Task \[sninspolicyb2bboptask\]**: Extends the Financial Task table to store tasks related to Business Owner Policy cases. * Several Info tables (*Insured Property Info* , *Participant Insured Property Info* , *Policy Participant Info* , and *Policy Coverage Info*) capture changes related to insured properties, participants' roles, policy participants, and policy coverages during case servicing. ## Practical Benefits for ServiceNow Customers By installing these components, ServiceNow customers gain a comprehensive solution to automate and manage commercial insurance servicing processes with integrated customer service, underwriting, and document management capabilities. The roles and tables provide granular control and data structure tailored to commercial lines, enabling efficient case and task management aligned with industry best practices. Several types of components are installed with the installation of the Financial Services Commercial Lines Servicing store application, 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](https://www.servicenow.com/docs/access?context=find-components&version=australia&pubname=australia-platform-administration&ft:locale=en-US). ## Plugins installed {#components-installed-with-insurance-policy-operations-business-lines-servicing__entry__2} | Plugin | Description | |-|-| | Customer Service \[com.sn_customerservice\] | Enables the extension of tables from the Customer Service Management application into the Financial Services Operations applications. | [Table 1. Plugins installed with Commercial Lines Servicing] ## Store applications installed {#components-installed-with-insurance-policy-operations-business-lines-servicing__section_fvr_gtw_llb} {#components-installed-with-insurance-policy-operations-business-lines-servicing__table_ulz_4tw_llb__entry__2} | 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](https://www.servicenow.com/docs/XGeC6_YkarhvSF2L5mFtcg "The Financial Services Operations (FSO) Core application provides a framework to enable financial institutions to organize and manage their data effectively to meet their business needs. This section introduces FSO Core and explains its purpose and key data design components."). | | Commercial Lines Underwriting | Enables management of commercial underwriting services tasks that are used in insurance policy service cases. For more information, see [Components installed with Commercial Lines Underwriting](https://www.servicenow.com/docs/SDIMK6f5hrxjt_8Rqy21_g "Several types of components are installed with installation of the Commercial Lines Underwriting application (sn_ins_uw_b2b), including tables and user roles."). | | Document Processor | Enables the management of document services tasks that are used in insurance operations workflows. For more information, see [Integrating with Document Processor](https://www.servicenow.com/docs/LZO6l08EG9aGT0IsP_UF6g "ServiceNow Financial Services Document Processor enables other Financial Services Operations applications to collect and verify documents that are used in workflows across these applications. You can submit documents for verification​, and request deferment​ or exception."). | | 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 in Customer Service Management](https://www.servicenow.com/docs/access?context=setting-up-csm-playbooks&version=australia&pubname=australia-customer-service-management&ft:locale=en-US). | [Table 2. Store applications installed with Commercial Lines Servicing] {#components-installed-with-insurance-policy-operations-business-lines-servicing__table_ulz_4tw_llb} ## Roles installed {#components-installed-with-insurance-policy-operations-business-lines-servicing__section_wly_yyh_wdb} {#components-installed-with-insurance-policy-operations-business-lines-servicing__table_u1t_gb1_wdb__entry__3} | Role title \[name\] | Description | Contains roles | |-|-|-| | Commercial insurance policy admin \[sn_ins_policy_b2b.admin\] | * Grant commercial property and casualty insurance servicing roles * Delete commercial policy cases and tasks * Configure commercial Property and Casualty Insurance Servicing application * Create and modify commercial policy service definitions * Has read, write, and create access to commercial policy data {#components-installed-with-insurance-policy-operations-business-lines-servicing__ul_mcq_h3y_wsb} | * sn_bom.service_definition_admin * sn_ins_policy_b2b.bop_processor {#components-installed-with-insurance-policy-operations-business-lines-servicing__ul_byj_l3x_rsb} | | Commercial policy processor \[sn_ins_policy_b2b.bop_processor\] | * Submit commercial insurance policy service requests * View the status of commercial insurance policy cases, underwriting tasks, and document services tasks * Record interactions {#components-installed-with-insurance-policy-operations-business-lines-servicing__ul_u3w_szx_wsb} | * sn_ins_policy_b2b.info_viewer * sn_bom_document.b2b_viewer * sn_ins_policy_b2b.info_writer * sn_bom.b2b_agent * sn_ins_uw_b2b.viewer * sn_ins_policy_b2b.bop_viewer * sn_bom_document.b2b_collector * sn_bom.bo_ins_policy_viewer {#components-installed-with-insurance-policy-operations-business-lines-servicing__ul_zyv_shx_rsb} | | Commercial insurance contributor \[sn_ins_policy_b2b.contributor\] | 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](https://www.servicenow.com/docs/MTIqpkRRyB1b1FlKdColFw "Financial Services Operations (FSO) applications install agent connector and contributor roles to manage and monitor user privileges effectively. To provide the right level of access, these roles must be paired with roles in the CSM Industry data model and contributor user roles."). | * sn_ins_policy_b2b.info_viewer * sn_sla_definition_read * sn_bom_document.b2b_viewer * sn_ins_policy_b2b.info_writer * sn_bom.account_data_viewer * sn_ins_uw_b2b.viewer * sn_customerservice.csm_workspace_user * sn_bom.b2b_contributor * sn_bom_document.b2b_collector * sn_bom.bo_ins_policy_viewer {#components-installed-with-insurance-policy-operations-business-lines-servicing__ul_iv5_dbn_ltb} | | Commercial insurance policy viewer \[sn_ins_policy_b2b.bop_viewer\] | View commercial insurance policy cases and related data | * sn_bom.ref_data_viewer * sn_bom.service_definition_read * sn_bom.customer_data_viewer * sn_ins_uw_b2b.viewer * sn_bom.bo_ins_policy_viewer {#components-installed-with-insurance-policy-operations-business-lines-servicing__ul_xlh_njx_rsb} | [Table 3. Roles installed with Commercial Lines Servicing] {#components-installed-with-insurance-policy-operations-business-lines-servicing__table_u1t_gb1_wdb} ## Tables installed {#components-installed-with-insurance-policy-operations-business-lines-servicing__section_s1x_dzh_wdb} {#components-installed-with-insurance-policy-operations-business-lines-servicing__table_fbz_45z_vdb__entry__2} | Table | Description | |-|-| | Policy Base \[sn_ins_policy_b2b_base\] | Personal lines servicing base table extension of the Case \[sn_customerservice_case\] table. Any line of business specific case type tables can be extended off this table. | | Business Owner Policy Case \[sn_ins_policy_b2b_bop_service\] | BOP case type table which holds all servicing cases for Business Owner policies. This table is an extension of the Policy Base table. | | Business Owner Policy Task \[sn_ins_policy_b2b_bop_task\] | This table extends the Financial Task \[sn_bom_task\] table. Stores all tasks related to a BOP case. | | Insured Property Info \[sn_ins_policy_b2b_insured_property_info\] | 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 \[sn_ins_policy_b2b_participant_insured_property_info\] | 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 Participant Info \[sn_ins_policy_b2b_policy_participant_info\] | 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 Coverage Info \[sn_ins_policy_b2b_policy_coverage_info\] | 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. | [Table 4. Tables installed with Commercial Lines Servicing] {#components-installed-with-insurance-policy-operations-business-lines-servicing__table_fbz_45z_vdb}