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

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Financial Services Operations

ft:clusterId :

    - finso

bundleId :

    - finso

workflow :

    - Customer and Industry


---

# Create a group life service case

# Create a group life service case {#ariaid-title1}

* Release version: Yokohama
* 
* Updated January 30, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

A processor or contributor can begin the change member info request process by
creating a group life case on behalf of your customer.

## Before you begin

Role required: sn_ins_group_life.processor, sn_ins_group_life.processor_connector, or sn_ins_group_life.contributor  
Note:  
The applicable universal contributor role can also be assigned to create a case. For more information, see [User roles and FSO Business rules](https://www.servicenow.com/docs/NVwXvdiA_vtqe7QjBfMOwQ "This section defines the various roles within Financial Services Operations Core and explains the business rules that guide the system’s actions.").  
Important:  
For the agent connector or contributor role to work, they must be combined with one of the roles in CSM industry data model or Contributor users. For more information, see [Roles and Personas](https://www.servicenow.com/docs/eyWhfFydxvuGiasXwK_fjg "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

Contributors and processors can submit group policy service requests for
customers.

## Procedure

1. Navigate to AllFinancial Services OperationsWorkspace.
2. Select the lists icon (![lists icon.]()).
3. Create a case from the group life service case list or an interaction record.

   | Option | Steps |
   | Group life case from the group life case list | 1. In the Lists tab, under Group life service cases, click All. 2. Select New. |
   | Group life case from an interaction record | 1. In the Lists tab, under Interactions, click My Interactions. 2. Open the required interaction record for the customer. 3. Select Create Case. For information on how to create an interaction, see Create an interaction. |
   |-|-|

4. In the Create a new case dialog box, select Group life change member info.
5. Select Create.
6. On the form, fill in the required fields and any other related information that you've gathered from the customer.
7. Select Save.

## Result

Based on the request type, a policy service case is created in the New state. The
case is assigned to an assignment group or a policy processor in the policy service
department. The assignment group or user that the case is assigned to is based on
the assignment rules.

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