---
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 Personal Servicing

# Components installed with Personal Lines Servicing {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read
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## Summary of Components installed with Personal Lines Servicing

The Personal Lines Servicing store applications for Financial Services Insurance Policy Operations install various components essential for managing personal insurance policy servicing.
These include tables, user roles, related plugins, and additional store applications if not already present.
This setup enables efficient handling of personal lines insurance tasks and workflows within ServiceNow.
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## Plugins Installed

* **Customer Service \[com.sncustomerservice\]**: Extends Customer Service Management tables into Financial Services Operations applications, facilitating integrated customer service capabilities.

## Store Applications Installed

* **Financial Services Operations Core**: Stores customer data required to process policy service requests.
* **Personal Lines Underwriting**: Manages underwriting tasks related to personal insurance policy service cases.
* **Document Processor**: Handles document services tasks within insurance operations workflows.
* **Playbooks for Customer Service Management**: Visualizes business process workflows in a task-oriented view to ensure consistent responses.

## Roles Installed

The application installs specific roles to support policy servicing functions, each tailored to distinct responsibilities:

* **Personal insurance policy admin \[sninspolicyb2c.admin\]**: Provides system administrator capabilities for managing personal insurance policies, including role assignment, case deletion, configuration, and full data access.
* **Personal insurance contributor \[sninspolicyb2c.contributor\]**: Enables creating and tracking policy service cases; requires combination with a CSM Contributor user role.
* **Auto policy processor \[sninspolicyb2c.autopolicyprocessor\]**: Allows submission and tracking of auto insurance policy service requests and related tasks, as well as recording interactions.
* **Auto insurance policy viewer \[sninspolicyb2c.autopolicyviewer\]**: Grants read-only access to auto insurance policy cases and associated data.
* **Homeowner policy processor \[sninspolicyb2c.homeownerpolicyprocessor\]**: Facilitates submission and tracking of homeowner insurance policy service requests and tasks, including interaction recording.
* **Homeowner insurance policy viewer \[sninspolicyb2c.homeownerpolicyviewer\]**: Provides read-only access to homeowner insurance policy cases and related information.

## Tables Installed

Several tables support the storage and management of policy cases, tasks, and related information:

* **Policy Base \[sninspolicyb2cbase\]**: Core table for policy service cases, extending the standard Case table.
* **Auto Policy Case \[sninspolicyb2cservice\]**: Stores all consumer auto policy service cases, extending the Policy Base table.
* **Auto Policy Task \[sninspolicyb2ctask\]**: Contains tasks related to auto policy services, extending the Financial Task table.
* **Homeowner Policy Case \[sninspolicyb2chomeservice\]**: Holds servicing cases for homeowner policies, extending the Policy Base table.
* **Homeowner Policy Task \[sninspolicyb2chomeservicetask\]**: Stores tasks related to homeowner policy cases, extending the Financial Task table.
* **Insured Property Info \[sninspolicyb2cinsuredpropertyinfo\]**: Tracks changes to insured properties during policy servicing.
* **Participant Insured Property Info \[sninspolicyb2cparticipantinsuredpropertyinfo\]**: Records changes in participants' roles on insured properties.
* **Policy Coverage Info \[sninspolicyb2cpolicycoverageinfo\]**: Stores changes to policy participants during servicing.
* **Policy Participant Info \[sninspolicyb2cpolicyparticipantinfo\]**: Captures changes to policy coverages during case 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](https://www.servicenow.com/docs/access?context=find-components&version=australia&pubname=australia-platform-administration&ft:locale=en-US).

## Plugins installed {#installed-with-ins-policy-ops__section_dr4_2sw_llb}

{#installed-with-ins-policy-ops__table_qdc_ksw_llb__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 the Personal Lines Servicing store applications]

{#installed-with-ins-policy-ops__table_qdc_ksw_llb}

## Store applications installed {#installed-with-ins-policy-ops__section_fvr_gtw_llb}

{#installed-with-ins-policy-ops__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."). |
| 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](https://www.servicenow.com/docs/OsUYtu8Qx_PNTY06H7PyWQ "Several types of components are installed with installation of the Personal Lines Underwriting application (sn_ins_underwrite), 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 the Personal Lines Servicing store applications]

{#installed-with-ins-policy-ops__table_ulz_4tw_llb}

## Roles installed {#installed-with-ins-policy-ops__section_wly_yyh_wdb}

{#installed-with-ins-policy-ops__table_u1t_gb1_wdb__entry__3}

| 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 {#installed-with-ins-policy-ops__ul_imn_3kx_rsb} 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 {#installed-with-ins-policy-ops__ul_jmn_3kx_rsb} |
| 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](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_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 {#installed-with-ins-policy-ops__ul_c5l_2kx_rsb} | * 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 {#installed-with-ins-policy-ops__ul_ffq_2gx_rsb} |
| 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 {#installed-with-ins-policy-ops__ul_lbh_vkx_rsb} |
| 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 {#installed-with-ins-policy-ops__ul_kr4_2kx_rsb} | * 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 {#installed-with-ins-policy-ops__ul_rwf_ghx_rsb} |
| 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 {#installed-with-ins-policy-ops__ul_q13_clx_rsb} |
[Table 3. Roles installed with the Personal Lines Servicing store applications]

{#installed-with-ins-policy-ops__table_u1t_gb1_wdb}

## Tables installed {#installed-with-ins-policy-ops__section_s1x_dzh_wdb}

{#installed-with-ins-policy-ops__table_fbz_45z_vdb__entry__2}

| 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. |
[Table 4. Tables installed with the Personal Lines Servicing store applications]

{#installed-with-ins-policy-ops__table_fbz_45z_vdb}