Components installed with Financial Services Personal Loan Operations

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Components installed with Financial Services Personal Loan Operations

    The Financial Services Personal Loan Operations application installs a variety of components essential for managing personal loan workflows. These include tables, user roles, related plugins, and store applications. This setup enables ServiceNow customers to efficiently handle loan service requests, case management, document processing, and customer service workflows within the financial services sector.

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    Plugins and Store Applications Installed

    • Customer Service [com.sncustomerservice]: Extends Customer Service Management tables into Financial Services Operations applications.
    • Financial Services Operations Core: Stores customer data necessary for loan service requests.
    • Financial Services Credit Operations: Manages credit service cases and tasks within loan operations workflows.
    • Document Processor: Handles document service tasks used in loan workflows.
    • Playbooks for Customer Service Management: Visualizes business process workflows in a task-oriented manner for consistent customer service responses.

    Roles Installed

    The application provides specific roles tailored to personal loan operations, each with defined permissions and capabilities:

    • Loan admin [snbomloan.b2cadmin]: System administrator role with rights to configure the loan application, manage roles, delete cases/tasks, and full access to loan data.
    • Loan agent [snbomloan.b2cagent]: Can view and work on loan cases and tasks.
    • Loan contributor [snbomloan.contributor]: Can submit loan service requests, track case status, and handle inbound documents up to specific stages; requires combination with CSM Contributor roles.
    • Loan agent connector [snbomloanb2c.agentconnector]: Similar to loan agent but must be combined with CSM industry data model roles.
    • Loan manager [snbomloan.b2cmanager]: Access to Personal Loan Operations dashboards and process mining tools.
    • Loan viewer [snbomloan.b2cviewer]: Read-only access to view loan cases and related data.

    Tables Installed

    The application installs key tables that structure personal loan data and processes:

    • Loan Base [snbomloanbase]: Base table extended from the Case table, foundational for loan service cases.
    • Loan Service Case [snbomloanservice]: Stores all personal loan service case records, extending the Loan Base table.
    • Loan Task [snbomloantask]: Contains all personal loan-related tasks, extending the Financial Task table.

    Practical Use for ServiceNow Customers

    By installing the Financial Services Personal Loan Operations application, customers gain a comprehensive framework to manage loan service processes end-to-end. The preconfigured roles facilitate secure and role-appropriate access to loan data and operations, while integrated plugins and store applications support seamless workflows and document management. This setup accelerates deployment, ensures data consistency, and enhances operational efficiency in personal loan servicing.

    Several types of components are installed with the installation of the Financial Services Personal Loan Operations application, including tables and user roles. The application also installs 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.

    Demo data is available for this feature.

    Plugins installed

    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

    Store application Description
    Financial Services Operations Core Stores the customer data that is needed to make loan service requests. For more information, see .
    Financial Services Credit Operations Enables the management of Credit service cases and tasks that are used in loan operations workflows. For more information, see Components installed with Financial Services Credit Operations.
    Document Processor Enables the management of document services tasks that are used in loan operations 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.

    Roles installed

    These roles correspond to Personal Loan Operations.

    Role title [name] Description Contains roles
    Loan admin

    [sn_bom_loan.b2c_admin]

    		 Application-specific system administrator role for personal loans that can:
    • Grant loan operations roles
    • Delete loan cases and tasks
    • Configure the loan operations application
    • Create and modify loan service definitions
    • Has read, write, and create access to loan data
    Note:
    The sn_bom.admin role contains the sn_bom_loan.b2c_admin role when the Financial Services Personal Loan Operations application is installed.
    • sn_bom.service_definition_admin
    • sn_bom_loan.b2c_agent
    • sn_bom_loan.b2c_manager
    Loan agent

    [sn_bom_loan.b2c_agent]
    • View the overall status of loan cases
    • Work on loan cases and tasks
    • sn_bom.loan_account_viewer
    • sn_bom.ref_data_viewer
    • sn_bom.service_definition_read
    • sn_bom.customer_data_viewer
    • sn_bom_credit_asmt.b2c_viewer
    • sn_bom_document.b2c_viewer
    • sn_bom.deposit_account_viewer
    • sn_bom.b2c_agent
    • sn_esm_agent
    Loan contributor

    [sn_bom_loan.contributor]
    • Submit loan service requests
    • View the status of loan service cases
    • Work on loan case and collect inbound documents for consumer accounts managed by them till the Initiate and Review stage
    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.loan_account_viewer
    • sn_bom.service_definition_read
    • sn_sla_definition_read
    • sn_bom.customer_data_viewer
    • sn_bom_credit_asmt.b2c_viewer
    • sn_bom.viewer
    • sn_bom.b2c_line_of_credit_viewer
    • sn_bom_document.b2c_viewer
    • sn_customerservice.csm_workspace_user
    • sn_bom.deposit_account_viewer
    • sn_bom_document.b2c_collector
    Loan agent connector

    [sn_bom_loan_b2c.agent_connector]
    • Submit loan service requests
    • Work on loan cases and tasks to fulfil loan requests for consumer accounts managed by them
    Important:
    For the agent connector role to work, it must be combined with one of the CSM industry data model roles. For more information, see Roles and Personas.
    • sn_bom.loan_account_viewer
    • sn_bom.service_definition_read
    • sn_sla_definition_read
    • sn_bom.customer_data_viewer
    • sn_bom_credit_asmt.b2c_viewer
    • sn_bom.b2c_line_of_credit_viewer
    • sn_bom_document.b2c_viewer
    • sn_customerservice.csm_workspace_user
    • sn_bom.deposit_account_viewer
    • sn_bom_document.b2c_collector
    Loan manager

    [sn_bom_loan.b2c_manager]
    • View the Personal Loan Operations dashboard
    • Use Process Mining for Personal Loan Operations processes
    • sn_bom_loan.b2c_agent
    • pa_viewer
    Loan viewer

    [sn_bom_loan.b2c_viewer]

    		 View loan cases and related data
    • sn_bom.loan_account_viewer
    • sn_bom.ref_data_viewer
    • sn_bom.service_definition_read
    • sn_bom.customer_data_viewer
    • sn_bom.deposit_account_viewer

    Tables installed

    These tables correspond to Personal Loan Operations.

    Table Description
    Loan Base

    [sn_bom_loan_base]

    		 Loan Service Case table extends the Loan Base table. Loan Base table extends the Case [sn_customerservice_case] table.
    Loan Service Case

    [sn_bom_loan_service]

    		 Stores all personal loan service cases. This table extends the Loan Base [sn_bom_loan_base] table.
    Loan Task

    [sn_bom_loan_task]

    		 Stores all personal loan tasks. This table extends the Financial Task [sn_bom_task] table.