{"revision":"c10276e953456835cdbb1f3a60d58ae1980be353","document":{"id":16146,"path":"financial-services-operations/submit-ins-policy-service-request-commercial-lines-servicing.md","title":"Submit a policy service request","bundle":null,"doc_type":null,"release":"australia","body":"\n# Submit a policy service request\n\nHelp your customers by submitting a policy service request for them.\n\n## Before you begin\n\nRole required: sn\\_ins\\_policy\\_b2b.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 contributor role to work, it must be combined with one of the CSM Contributor users roles. 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\nRequestors, contributors, and processors can submit policy service requests for customers.\n\nCustomers can submit policy service requests from the Consumer Service Portal or another self-service portal. They can select a service catalog item, fill out the necessary form, and then submit a form.\n\n**Note:** Before your customers can submit a request using the Consumer Service Portal, you must have the Consumer Service Portal plugin \\(com.glide.service-portal.consumer-portal\\).\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 policy service request from the customer record or an interaction record.\n\n<table id=\"choicetable_z4t_j3h_gmb\"><thead><tr><th align=\"left\" id=\"d63239e127\">\n\nOption\n\n</th><th align=\"left\" id=\"d63239e130\">\n\nSteps\n\n</th></tr></thead><tbody><tr><td id=\"d63239e136\">\n\n**Policy service request from a customer record**\n\n</td><td>\n\n1.  In the **Lists** tab, under **Customer**, click **Consumers**.\n2.  Click the customer record that you want to open.\n\n\n</td></tr><tr><td id=\"d63239e163\">\n\n**Policy service request from an interaction record**\n\n</td><td>\n\n1.  In the **Lists** tab, under **Interactions**, click **My Interactions**.\n2.  Click the interaction record for the customer that you want to open.\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.  Click **Create Policy Request**.\n\n5.  From the Catalogs list, select **Financial Services**.\n\n6.  Under **Categories**, click **Insurance Policy Service**.\n\n7.  Click a policy service that you want to submit a request for.\n\n8.  Fill in any necessary information that is related to the request.\n\n    **Note:** Each policy service request form has a different set of fields that are based on the policy service.\n\n9.  Click **Submit**.\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## What to do next\n\n-   Click **View Details** to open the policy service case and view its details. You can also add additional information in the **Comments** field that can help the policy processor in resolving the case.\n-   A policy processor can start working on the case and its tasks.\n\n**Parent Topic:**[Using Commercial Lines Servicing](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/using-financial-services-commercial-lines-servicing.md)\n\n"}}