--- 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 --- # Setting up Insurance claims workspaces and dashboards # Setting up Insurance claims workspaces and dashboards {#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 Setting up Insurance claims workspaces and dashboards The Insurance claims application provides predefined workspaces and dashboards tailored for different personas involved in claims processing, such as FNOL Representatives, Processors, Adjusters, and Managers. These tools help streamline claim management by offering role-specific interfaces and analytics. You can customize these workspaces and dashboards using ServiceNow's UI Builder to better fit your organization's lines of business and operational needs. Show full answer Show less ## Workspaces Included * **Claim Summary (360) Page:** A comprehensive claim overview available for Processors, Adjusters, and Managers. It is sourced from the FSO Core and can be cloned and modified in UI Builder to create line-of-business-specific summaries. * **Claim Workspace:** Primarily designed for Adjusters, this workspace is pre-configured but can be cloned and customized in UI Builder for specific business requirements. * **Landing Pages:** Each persona has recommended landing pages: * FNOL Representatives use a common landing page from FSO Core, modifiable via UI Builder. * Processors and Adjusters should create landing pages based on existing examples such as the Claims Processor and Claims Adjuster landing pages found under Platform Analytics \> Dashboards. * **Modules and Lists:** These are predefined by the base Insurance claims system for all personas. For new lines of business, separate lists and categories can be created for Processors and Adjusters. * **Record Configuration:** Workspace-related record configurations default to Customer Service Management (CSM) application settings but can be customized via UI Builder. ## Dashboards Dashboards associated with the Insurance claims landing pages are accessible under Platform Analytics \> Dashboards. These dashboards can be modified using UI Builder to adjust conditions and layouts to meet specific persona needs. **Note:** The FNOL landing page is built into the Financial Services Operations Core and modifications may affect other applications, so changes should be made carefully. ## Practical Guidance for ServiceNow Customers * Use the predefined workspaces and dashboards as a starting point to accelerate deployment for your insurance claims processes. * Leverage UI Builder to customize landing pages, workspaces, and dashboards to align with your organization's unique lines of business and roles. * Clone existing pages like the Claim Summary (360) or Claim Workspace to create tailored experiences without starting from scratch. * Create new list categories and lists for Processors and Adjusters if you support multiple lines of business. * Be cautious when modifying the FNOL landing page since it is shared across Financial Services Operations applications. You can set up the workspace and dashboards for each persona by using the Insurance claims application. ## Workspaces included in Insurance claims {#insurance-claims-dashboards-and-workspaces__section_wpv_hgc_cdc} The following workspaces are included in Insurance claims: * Claim Summary (360) * Claim Workspace {#insurance-claims-dashboards-and-workspaces__ul_hyt_3hc_cdc} For more information about these workspaces, see [Insurance claims landing pages and workspaces](https://www.servicenow.com/docs/wLXjSRig0pM9emzGYy43KQ "In the Insurance claims application, you can view summaries of your claims work in the landing page. You can also work on your claim tasks from the claim workspace."). 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](https://www.servicenow.com/docs/access?context=create-variant&version=australia&pubname=australia-application-development&ft:locale=en-US). ## Setting up workspaces by persona {#insurance-claims-dashboards-and-workspaces__section_fsp_1yv_zcc} The following table lists some guidelines on how to set up a workspace for each persona. {#insurance-claims-dashboards-and-workspaces__table_mzq_2yv_zcc__entry__3} | 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](https://www.servicenow.com/docs/access?context=ui-builder-overview&version=australia&pubname=australia-application-development&ft:locale=en-US). | | Landing page | 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 AllPlatform AnalyticsDashboards, and then selecting Claims Processor Landing Page. | | 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 AllPlatform AnalyticsDashboards, 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](https://www.servicenow.com/docs/access?context=ui-builder-overview&version=australia&pubname=australia-application-development&ft:locale=en-US). | | Modules and Lists | 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. | | Modules and Lists | 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](https://www.servicenow.com/docs/NryK2tWV2KEkCfpLGSA7Hw "The Financial Services Operations (FSO) workspace provides a single location for agents to process cases and tasks. Agents can use it to respond to all task types, view the full context of an issue, and get relevant recommendations to resolve issues.") and [Configure CSM Configurable Workspace](https://www.servicenow.com/docs/U0~GkxewdpJrO0bn2vLs9w "Review the CSM Configurable Workspace available with Financial Services Operations applications to see if it meets your business needs. You can customize its components, if needed."). | | 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](https://www.servicenow.com/docs/NryK2tWV2KEkCfpLGSA7Hw "The Financial Services Operations (FSO) workspace provides a single location for agents to process cases and tasks. Agents can use it to respond to all task types, view the full context of an issue, and get relevant recommendations to resolve issues.") and [Configure CSM Configurable Workspace](https://www.servicenow.com/docs/U0~GkxewdpJrO0bn2vLs9w "Review the CSM Configurable Workspace available with Financial Services Operations applications to see if it meets your business needs. You can customize its components, if needed."). | | 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](https://www.servicenow.com/docs/access?context=ui-builder-overview&version=australia&pubname=australia-application-development&ft:locale=en-US). | [Table 1. Persona workspaces] {#insurance-claims-dashboards-and-workspaces__table_mzq_2yv_zcc} ## Dashboards included in Insurance claims {#insurance-claims-dashboards-and-workspaces__section_qsc_vwv_zcc} To modify the conditions on the landing pages, navigate to AllPlatform AnalyticsDashboards. 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](https://www.servicenow.com/docs/wLXjSRig0pM9emzGYy43KQ "In the Insurance claims application, you can view summaries of your claims work in the landing page. You can also work on your claim tasks from the claim workspace."). 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](https://www.servicenow.com/docs/access?context=csm-ws-landing-page-dashboard&version=australia&pubname=australia-customer-service-management&ft:locale=en-US). *[\>]: and then