Components installed with Commercial Lines Servicing

  • Release version: Australia
  • Updated March 12, 2026
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    Summary of Components installed with Commercial Lines Servicing

    The Financial Services Commercial Lines Servicing store application installs a variety of components essential for managing commercial insurance policy servicing. These include tables, user roles, plugins, and related store applications that support insurance policy service cases and workflows. The installation ensures that ServiceNow customers have the necessary infrastructure to handle policy servicing efficiently within the Financial Services Operations environment.

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    Plugins Installed

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

    Store Applications Installed

    • Financial Services Operations Core: Stores customer data required for policy service requests.
    • Commercial Lines Underwriting: Manages commercial underwriting tasks used in 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

    Several roles are installed to control access and permissions for commercial insurance policy servicing:

    • Commercial insurance policy admin: Grants permissions to delete cases and tasks, configure the servicing application, create/modify service definitions, and full access to commercial policy data.
    • Commercial policy processor: Allows submission of policy service requests, viewing status of cases and tasks, and recording interactions.
    • Commercial insurance contributor: Enables creation and tracking of policy service cases for managed accounts. Note that this role requires combination with a Customer Service Management Contributor user role.
    • Commercial insurance policy viewer: Provides read-only access to commercial insurance policy cases and related data.

    Tables Installed

    The application installs tables that support policy case management and related data tracking:

    • Policy Base [sninspolicyb2bbase]: Base extension of the Customer Service Case table; acts as the foundation for line of business specific case types.
    • Business Owner Policy Case [sninspolicyb2bbopservice]: Stores servicing cases for Business Owner policies, extending from the Policy Base table.
    • Business Owner Policy Task [sninspolicyb2bboptask]: Stores tasks related to Business Owner Policy cases, extending the Financial Task table.
    • Insured Property Info and Participant Insured Property Info: Info tables that track changes to insured properties and participants’ roles during policy servicing.
    • Policy Participant Info: Tracks changes to policy participants.
    • Policy Coverage Info: Tracks changes to policy coverages during servicing.

    These components collectively provide a comprehensive framework for managing commercial lines insurance policy servicing within ServiceNow, enabling efficient case handling, task management, document processing, and role-based access control.

    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.

    Plugins installed

    Table 1. Plugins installed with Commercial Lines Servicing
    Plugin Description
    Customer Service

    [com.sn_customerservice]

    		 Enables the extension of tables from the Customer Service Management application into the Financial Services Operations applications.

    Store applications installed

    Table 2. Store applications installed with Commercial Lines Servicing
    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.
    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.
    Document Processor Enables the management of document services tasks that are used in insurance operations workflows. For more information, see Integrating with Document Processor.
    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 .

    Roles installed

    Table 3. Roles installed with Commercial Lines Servicing
    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
    • sn_bom.service_definition_admin
    • sn_ins_policy_b2b.bop_processor
    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
    • 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
    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.
    • 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
    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

    Tables installed

    Table 4. Tables installed with Commercial Lines Servicing
    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.