Components installed with Group Life Servicing

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Components installed with Group Life Servicing

    Activating the Group Life Servicing plugin in ServiceNow installs multiple components essential for managing group life insurance policies. These components include tables, user roles, related plugins, and store applications that support comprehensive policy servicing, underwriting, document processing, and customer service workflows.

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    The Application Files table within ServiceNow lists all components installed with this application, providing a reference for administrators.

    Plugins Installed

    • Customer Service [com.sncustomerservice]: Extends Customer Service Management tables into Financial Services Operations applications.
    • Group Life and Disability Underwriting [sninsgroupuw]: Enables routing of service requests to underwriters based on underwriting rules, facilitating collaboration within workflows.

    Store Applications Installed

    • Financial Services Operations Core: Stores customer data required for policy service requests.
    • Group Life Underwriting: Manages underwriting service tasks related to group policies.
    • Document Processor: Manages document service tasks within insurance policy workflows.
    • Playbooks for Customer Service Management: Visualizes business process workflows to ensure consistent handling of common cases.
    • CSM Contributor User: Enables middle office teams to create customer request cases.

    Roles Installed

    The plugin installs several predefined roles tailored for managing group life insurance servicing:

    • Group policy admin [sninsgrouplife.admin]: Full access to configure Group Life Servicing, delete cases/tasks, and manage service definitions.
    • Group life manager [sninsgrouplife.manager]: Access to performance analytics and process mining for insurance operations.
    • Group policy processor [sninsgrouplife.processor]: Submit service requests, view case status, record interactions.
    • Group policy processor connector [sninsgrouplife.processorconnector]: Manage cases and tasks for assigned customer accounts with full interaction capabilities.
    • Group policy contributor [sninsgrouplife.contributor]: Create and track policy service cases; requires combination with CSM Contributor user roles.
    • Group policy viewer [sninsgrouplife.viewer]: View group policy cases and related data.

    Tables Installed

    The application installs specialized tables to support group life servicing data and workflows, including:

    • Group Life Policy Base
    • Group Life Policy Case
    • Group Life Policy Task
    • Insured Property Info
    • Policy Coverage Info

    These tables provide the foundational data structures to manage policies, cases, tasks, insured properties, and coverage details within ServiceNow.

    Several types of components are installed with activation of the Group Life Servicing plugin, 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 the Group Life Servicing application
    Plugin name Description
    Customer Service

    [com.sn_customerservice]

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

    Group Life and Disability Underwriting

    [sn_ins_group_uw]

    Enables insurance carriers to route service requests to underwriters based on their existing underwriting guidelines and rules. Underwriters can collaborate with distribution and servicing teams though a workflow.

    Store applications installed

    Table 2. Store applications installed with the Group Life Servicing application
    Store application Description
    Financial Services Operations Core Stores the customer data that is needed to make policy service requests. For more information, see .
    Group Life Underwriting Enables management of group policy underwriting services tasks that are used in insurance policy service cases. For more information, see Components installed with Group Life Underwriting.
    Document Processor Enables management of document services tasks that are used in insurance policy service workflows. For more information, see Integrate with Financial Services 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 Playbooks for Customer Service Management.
    CSM Contributor User Enables middle office teams to create cases for customer requests. For more information, see CSM Contributor User Configure Contributor Users.

    Roles installed

    Table 3. Roles installed with the Group Life Servicing application
    Role title [name] Description Contains roles

    Group policy admin

    [sn_ins_group_life.admin]
    • Grant group insurance servicing roles
    • Delete group policy cases and tasks
    • Configure Group Life Servicing application
    • Create and modify group policy service definitions
    • Has read, write, and create access to group policy data
    • decision_table_admin
    • sn_bom.service_definition_admin
    • sn_doc_processor.admin
    • sn_ins_group_life.processor

    Group life manager

    [sn_ins_group_life.manager]
    • View the Performance Analytics reports in the Group Life Servicing dashboard
    • Use Process Mining projects for insurance operations processes
    • sn_ins_group_life.processor
    • sn_ins_group_life.processor_connector
    Group policy processor

    [sn_ins_group_life.processor]
    • Submit group insurance policy service requests
    • View the status of group insurance policy cases, underwriting tasks, and document services tasks
    • Record interactions
    • sn_doc_processor.agent
    • sn_ins_group_life.info_viewer
    • sn_ins_group_life.info_writer
    • sn_bom.group_life_ins_policy_viewer
    • sn_bom.b2b_agent
    • sn_ins_group_uw.viewer
    Group policy processor connector

    [sn_ins_group_life.processor_connector]
    • Access and view the status of individual life and disability policy cases, underwriting tasks, and document services tasks for customer accounts managed by them.
    • Create, update, and close cases and tasks for customer accounts managed by them
    • Record interactions
    • sn_ins_group_life.info_viewer
    • sn_sla_definition_read
    • sn_bom.viewer
    • sn_bom.account_data_viewer
    • sn_bom.agent
    • sn_ins_group_life.info_writer
    • sn_bom.group_life_ins_policy_viewer
    • sn_ins_group_uw.viewer
    Group policy contributor

    [sn_ins_group_life.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_group_life.info_viewer
    • sn_sla_definition_read
    • sn_bom.account_data_viewer
    • sn_ins_group_life.info_writer
    • sn_bom.group_life_ins_policy_viewer
    • sn_customerservice.csm_workspace_user
    • sn_ins_group_uw.viewer
    • sn_bom.b2b_contributor
    Group policy viewer

    [sn_ins_group_life.viewer]

    		 View group insurance policy cases and related data
    • sn_bom.ref_data_viewer
    • sn_bom.service_definition_read
    • sn_bom.account_data_viewer
    • sn_bom.group_life_ins_policy_viewer

    Tables installed

    Table 4. Tables installed with the Group Life Servicing application
    Table Description

    Group Life Policy Base

    [sn_ins_group_life_base]

    Group Life Policy Case

    [sn_ins_group_life_service]
    Group Life Policy Task

    [sn_ins_group_life_task]
    Insured Property Info

    [sn_ins_group_life_insured_property_info]
    Policy Coverage Info

    [sn_ins_group_life_policy_coverage_info]