Commercial Lines Servicing dashboard
Summarize
Summary of Commercial Lines Servicing dashboard
The Commercial Lines Servicing dashboard provides ServiceNow customers with comprehensive insights into the performance of their commercial insurance policy service requests. It offers a modernized, user-friendly interface to monitor case status, trends, and detailed case information from a single view, helping teams manage service requests efficiently and ensure timely resolution.
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The dashboard enables visibility into key metrics such as closed cases that breached Service Level Agreements (SLAs), open cases requiring immediate attention, and average case closing times—all for any specified time period.
Access and Permissions
To view the dashboard widgets and data, users must have the sninspolicyb2b.manager role. Editing the dashboard requires additional roles: sninspolicyb2b.admin, snbompa.admin, and paadmin. Access the dashboard through:
- Workspaces > Financial Services Workspace > Analytics Center
- All > Commercial Lines Servicing > Analytics
- Platform Analytics Workspace
- For upgraded users, the existing Core UI dashboard is available under All > Commercial Lines Servicing > Dashboard
Use Cases
The dashboard serves different roles within an organization:
- Commercial Lines Servicing Manager: Monitors real-time insurance case status, tracks open cases breaching SLAs, analyzes case volume and trends by type, reviews agent productivity, average closing times, and drills down into specific policy types and error categories.
- Commercial Lines Servicing Admin: Customizes dashboard views to tailor data presentation.
Key Indicators
The dashboard includes critical performance indicators that help monitor and analyze case handling efficiency and SLA compliance, including:
- Summed duration and number of closed cases, broken down by stage and service
- Number of open cases with SLA breached greater than 80%
- Counts of specific case types, such as BOP change coverage cases (both created and open)
- Number of closed cases that breached or met SLAs, enabling performance comparison
- Number of cases rejected by customers or fulfillers (underwriters/processors)
These indicators are broken down by policy case stage, reject reason, and service type, allowing detailed analysis of case workflows and bottlenecks.
With the Commercial Lines Servicing dashboard, you can get an insight into how your team and business are performing for the personal policy service requests that were received for your insurance services.
The Commercial Lines Servicing dashboard enables you to monitor the status of the policy service cases, see trends, and drill down into the details from a single view. For any time that you specify, you can view the details for the closed cases that breached a Service Level agreement, the open cases that need immediate attention, and the average closing times of the policy service cases.
Required ServiceNow AI Platform roles
- sn_ins_policy_b2b.manager, required to view the dashboard widgets and data.
- sn_ins_policy_b2b.admin, sn_bom_pa.admin, and pa_admin, required to edit the dashboard.
Access the Commercial Lines Servicing dashboard
To access the Commercial Lines Servicing dashboard, navigate to (
).
Alternatively, you can navigate to .
You can also access the dashboard from the Platform Analytics Workspace. For more information about the Platform Analytics Workspace, see Analytics Center.
If you have upgraded from an earlier version, you can access the existing Core UI dashboard layout as usual by navigating to .
Use cases
| User | Dashboard use |
|---|---|
| Commercial lines servicing manager | Needs to gain visibility into the real-time status of the insurance cases and do the following tasks:
|
| Commercial lines servicing admin | Needs to be able to customize views. |
Indicators
- Commercial Lines Servicing.Summed duration of closed cases
- Number of hours to close the commercial lines cases that day with the Stage and Service breakdowns.
- Commercial Lines Servicing.Number of closed cases
- Number of the commercial lines cases that were closed today with the Stage and Service breakdowns.
- Commercial Lines.Open Cases with SLA Breached greater than 80%
- Number of the open commercial lines cases that day where the SLA-elapsed percentage is greater than 80 percent.
- Commercial Lines: Number of BOP change coverage cases created
- Number of the commercial lines cases that were created today where the commercial lines service is a BOP change coverage account.
- Commercial Lines Servicing.Number of closed cases with breached sla
- Number of the commercial lines cases that were closed that day that breached an SLA.
- Commercial Lines:Number of open cases breached SLA
- Number of the open commercial lines cases that day that breached an SLA.
- Commercial lines.Number of bop change coverage open cases
- Number of the open commercial lines cases that day where the commercial lines service is a bop change coverage account.
- Commercial Lines Servicing.Number of cases rejected by customer
- Number of the cases that were rejected by a customer.
- Commercial Lines Servicing.Number of closed cases with sla
- Number of the commercial lines cases that were closed that day within an SLA. The indicator is used to compare the number of cases that were closed that met an SLA versus the number of cases that breached an SLA.
- Commercial Lines Servicing.Number of cases rejected by fulfiller
- Number of the cases that were rejected by the underwriter or processor.
Breakdowns
- Policy Case Stage
- Policy Reject Reason
- Policy Service