---
sourceDocument: Xanadu Financial Services Operations
sourceDocumentLink: https://www.servicenow.com/docs/r/xanadu/financial-services-operations

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Financial Services Operations

ft:clusterId :

    - finso

bundleId :

    - finso

workflow :

    - Customer and Industry


---

# Work on an individual life service case

# Work on an individual life service case {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

Work on an individual life case to review policy information, ensure that any
outstanding tasks are completed, and complete the policy service request.

## Before you begin

Role required: sn_ins_indiv_life.processor or sn_ins_indiv_life.processor_connector  
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](https://www.servicenow.com/docs/_k8aAtmWw~gvbSaui5WAKQ "Financial Services Operations (FSO) applications install agent connector and contributor roles to manage and monitor user privileges effectively. To provide the right level of access, these roles must be paired with roles in the CSM Industry data model and contributor user roles.").

## About this task

When a customer requires an insurance policy change, an individual life contributor, such as a relationship manager, initiates a case and updates its details, triggering the workflow. Throughout the workflow, insurance and document agents complete their assigned tasks and update the status of the case.  
Note:  
Depending on the policy service request type, a workflow might have additional or fewer tasks.

Use the case playbook that provides the activities and tasks required to research and
complete the request. Tasks in the playbook activities are also available in the
Tasks tab of the case.

## Procedure

1. Navigate to AllFinancial Services OperationsWorkspace.
2. Select the lists icon (![lists icon.]()).
3. In the Lists tab, under Individual life service cases, open the case list.
   * For your assigned cases, select Assigned to me.
   * For all individual life cases, select All.
4. In the list, select the case to work on.  
   To work on a case that is not assigned to you yet, assign it to yourself by selecting Assign to me.
5. Select the Playbook tab.  
   The case playbook guides processors through the steps that are involved in resolving a case.
6. Use the activities and tasks under the following playbook stages to fulfill the request and resolve the case:
   * Initiation to enter policy details or coverage changes, collect customer documents, and submit the case for review.
   * Processor review to verify customer documents, review policy details, and submit the review.
   * Customer acceptance to update with the customer's decision to accept or reject the quote.
   * Fulfillment to activate the accepted change, update the policy record, send updated policy documents to the customer, and close the case.

   Any tasks generated during playbook activities appear in the Tasks tab of the case.
7. **Optional:** In the Work notes field, enter any comments.
8. Close the task from the playbook activity or the task form.

   | Policy task | Action |
   | To verify a change or a document | * In the case playbook, click Mark complete. * In the task form, in the State field, change the state of the task to Closed Complete. |
   | To submit a review | Select Approve to approve or Reject to reject the request. |
   |-|-|

## Result

The case automatically updates to show Closed Complete.

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