Components installed with Individual Life Servicing

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

    Activating the Individual Life Servicing plugin installs various essential components, including tables, user roles, plugins, and store applications. These components work together to support individual life insurance policy servicing by enabling case management, underwriting operations, document processing, and customer service workflows.

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    Plugins Installed

    • Customer Service [com.sncustomerservice]: Extends Customer Service Management tables into Financial Services Operations.
    • Individual Life Insurance Underwriting Operations [sninsindivuw]: Allows routing of service requests to underwriters based on underwriting guidelines, enabling collaboration among underwriters, distribution, and servicing teams.

    Store Applications Installed

    • Financial Services Operations Core: Stores customer data necessary for policy service requests.
    • Individual Life Insurance Underwriting Operations: Manages underwriting service tasks used in policy service workflows.
    • Document Processor: Manages document service tasks related to insurance policy service cases.
    • Playbooks for Customer Service Management: Provides visual, task-oriented workflows to standardize responses to common situations.
    • CSM Contributor User: Enables middle office teams to create cases for customer requests.

    Roles Installed

    The application installs multiple roles that govern access and permissions for various policy servicing functions:

    • Individual policy admin [sninsindivlife.admin]: Full configuration and management rights, including deleting cases and tasks, and modifying service definitions.
    • Individual life manager [sninsindivlife.manager]: Access to performance analytics and process mining tools for insurance operations.
    • Individual policy processor [sninsindivlife.processor]: Can submit service requests, view case and task statuses, and record interactions.
    • Individual policy processor connector [sninsindivlife.processorconnector]: Manages and views cases and tasks for accounts they handle, including creating, updating, and closing cases.
    • Individual policy contributor [sninsindivlife.contributor]: Creates and tracks policy service cases for managed accounts; requires combination with CSM Contributor user roles.
    • Individual policy viewer [sninsindivlife.viewer]: Read-only access to policy cases and related data.

    Tables Installed

    Several key tables support the Individual Life Servicing application by extending core case and task tables to manage policies and services:

    • Individual Life Policy Base [sninsindivlifebase]: Extends the Case table to serve as the base for individual life policies.
    • Individual Life Policy Case [sninsindivlifeservice]: Stores all policy service cases specific to individual life servicing.
    • Individual Life Policy Task [sninsindivlifetask]: Extends the Financial Task table to store all tasks related to individual life policy services.
    • Policy Coverage Line [sninsindivlifecoverageline]: Stores changes to policy coverage lines during servicing.

    Practical Implications for ServiceNow Customers

    By activating the Individual Life Servicing plugin, customers gain a comprehensive set of tools and data structures tailored to individual life insurance policy servicing. This facilitates efficient case and task management, underwriting collaboration, document handling, and customer engagement. The defined roles allow appropriate access and responsibilities across teams, ensuring secure and organized management of policy service requests and workflows.

    Several types of components are installed with activation of the Individual Life Servicing plugin, including tables and user roles.

    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 Individual 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.
    Individual Life Insurance Underwriting Operations

    [sn_ins_indiv_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 Individual 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 .
    Individual Life Insurance Underwriting Operations Enables management of individual policy underwriting services tasks that are used in insurance policy service workflows. For more information, see Components installed with Individual Life Underwriting.
    Document Processor Enables management of document services tasks that are used in insurance policy service cases. 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 Individual Life Servicing application
    Role title [name] Description Contains roles

    Individual policy admin

    [sn_ins_indiv_life.admin]
    • Grant individual insurance servicing roles
    • Delete individual policy cases and tasks
    • Configure Individual Life Servicing application
    • Create and modify individual policy service definitions
    • Has read, write, and create access to individual policy data
    • sn_bom.service_definition_admin
    • sn_ins_indiv_life.line_writer
    • sn_ins_indiv_life.processor
    • sn_ins_indiv_life.processor_connector

    Individual life manager

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

    [sn_ins_indiv_life.processor]
    • Submit individual insurance policy service requests
    • View the status of individual insurance policy cases, underwriting tasks, and document services tasks
    • Record interactions
    • sn_ins_indiv_life.line_writer
    • sn_doc_processor.agent
    • sn_ins_indiv_uw.viewer
    • sn_bom.indiv_life_policy_viewer
    • sn_bom.indiv_disab_policy_viewer
    • sn_bom.b2b_agent
    • sn_bom.b2c_agent
    Individual policy processor connector

    [sn_ins_indiv_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_indiv_life.viewer
    • sn_doc_processor.agent
    • sn_ins_indiv_life.line_writer
    • sn_sla_definition_read
    • sn_bom.customer_data_viewer
    • sn_ins_indiv_uw.viewer
    • sn_bom.viewer
    • sn_bom.indiv_life_policy_viewer
    • sn_bom.indiv_disab_policy_viewer
    • sn_bom.account_data_viewer
    • sn_bom.agent
    • sn_ins_indiv_life.line_viewer
    Individual policy contributor

    [sn_ins_indiv_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_bom.service_viewer
    • sn_ins_indiv_life.lineinfo_writer
    • sn_sla_definition_read
    • sn_bom.customer_data_viewer
    • sn_ins_indiv_uw.viewer
    • sn_bom.b2c_contributor
    • sn_bom.indiv_life_policy_viewer
    • sn_bom.indiv_disab_policy_viewer
    • sn_bom.account_data_viewer
    • sn_customerservice.csm_workspace_user
    • sn_bom.b2b_contributor
    • sn_ins_indiv_life.line_viewer
    • sn_bom.ins_policy_viewer
    Individual policy viewer

    [sn_ins_indiv_life.viewer]

    		 View individual insurance policy cases and related data
    • sn_bom.ref_data_viewer
    • sn_bom.service_definition_read
    • sn_bom.customer_data_viewer
    • sn_bom.indiv_life_policy_viewer
    • sn_ins_indiv_life.info_viewer
    • sn_bom.ins_policy_viewer

    Tables installed

    Table 4. Store applications installed with the Individual Life Servicing application
    Table Description

    Individual Life Policy Base

    [sn_ins_indiv_life_base]

    		 Policy Base table extends the Case [sn_customerservice_case] table.
    Individual Life Policy Case

    [sn_ins_indiv_life_service]

    		 Policy Service Case table extends the Policy Base table. Stores all policy service cases for consumer services for the Individual Life Servicing
    Individual Life Policy Task

    [sn_ins_indiv_life_task]

    		 This table extends the Financial Task [sn_bom_task] table. Stores all policy tasks for policy services for the Individual Life Servicing
    Policy Coverage Line

    [sn_ins_indiv_life_coverage_line]

    		 This is an Info table which stores the changes to coverages of policy services for the Individual Life Servicing