{"revision":"c10276e953456835cdbb1f3a60d58ae1980be353","document":{"id":15527,"path":"financial-services-operations/create-indiv-life-service-case.md","title":"Create an individual life service case","bundle":null,"doc_type":null,"release":"australia","body":"\n# Create an individual life service case\n\nA processor or contributor can begin the policy request process by creating an individual life case on behalf of your customer.\n\n## Before you begin\n\nRole required: sn\\_ins\\_indiv\\_life.processor, sn\\_ins\\_indiv\\_life.processor\\_connector, or sn\\_ins\\_indiv\\_life.contributor\n\n**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://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/fso-core-roles.md).\n\n**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://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/fso-combine-csm-industry-roles.md).\n\n## About this task\n\nContributors and processors can submit individual policy service requests for customers from their workspace.\n\n## Procedure\n\n1.  Navigate to **All** &gt; **Financial Services Operations** &gt; **Workspace**.\n\n2.  Select the lists icon \\(\\[Omitted image \"inline-data-vis-96px-list.png\"\\] Alt text: lists icon\\).\n\n3.  Create a case from the individual life service case list or an interaction record.\n\n<table id=\"choicetable_z4t_j3h_gmb\"><thead><tr><th align=\"left\" id=\"d58759e124\">\n\nOption\n\n</th><th align=\"left\" id=\"d58759e127\">\n\nSteps\n\n</th></tr></thead><tbody><tr><td id=\"d58759e133\">\n\n**Individual life case from the individual life case list**\n\n</td><td>\n\n1.  In the **Lists** tab, under **Individual life service cases**, click **All**.\n2.  Select **New**.\n\n\n</td></tr><tr><td id=\"d58759e163\">\n\n**Individual life case from an interaction record**\n\n</td><td>\n\n1.  In the **Lists** tab, under **Interactions**, select **My Interactions**.\n2.  Open the required interaction record for the customer.\n3.  Select **Create Case**.\n For information on how to create an interaction, see [Create an interaction](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/servicenow-platform/create-interactions.md).\n\n</td></tr></tbody>\n</table>4.  In the Create a new case dialog box, select the individual life service that you want to create a case for.\n\n    -   **Add/Change beneficiary**\n    -   **Increase coverage**\n    -   **Decrease coverage**\n    -   **Convert term to perm**\n    -   **Cancel policy**\n5.  Select **Create**.\n\n6.  On the form, fill in the required fields and any other related information that you've gathered from the customer.\n\n7.  Select **Save**.\n\n\n## Result\n\nBased 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.\n\n"}}