Configure Personal Lines Claims

Review the components that are installed with the Personal Lines Claims application and modify as needed for your organization’s business needs.

Before you begin

Make sure that the Personal Lines Claims application is installed. For more information, see Install Personal Lines Claims.

Role required: sn_ins_claim_pers.admin and admin

Procedure

1. Import your financial accounts, financial products, financial institutions, and transactions data into ServiceNow tables.

   For more information, see Import your financial data using import sets.

2. Review the installed components and modify them or add new ones as applicable.

Task Description **Configure service definitions** Configure service definitions to enable unique flows and views for service cases and tasks. For more information, see [Configure service definitions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/configure-service-definitions.md).You can add new case types and configure service definitions for each type. **Edit or create flows** Edit or create flows using Workflow Studio. For more information, see [Edit or create flows](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/configure-flow-designer-flows-fso-apps.md). **Configure playbook** Create a playbook by using Playbooks. For more information, see [Edit or create a new playbook](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/configure-playbooks-fso-apps.md). **Configure CRM Workspace** Configure CRM Workspace to enable agents to interact with customers and create and work on cases.For more information, see [Configure CRM Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/configure-csm-workspace-fso-apps.md). **Configure the Claim Workspace, Fraud score and Claim summary pages** Configure Claim workspace, Fraud score, and Claim summary pages on claim cases and claim adjuster tasks. For more information, see [Enable Claim workspace, Fraud score, and Claim summary pages](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/insurance-claims/enable-fraud-score-and-claim-summary-pages.md).**Note:** The Claim workspace is accessible from an adjuster task. The Fraud score and Claim summary pages are accessible from both a claim case and an adjuster task. **Configure Service Level Agreements \(SLAs\)** Configure the installed SLAs to configure SLA timings for claim service cases and tasks.For more information, see [Configure the installed SLAs](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/configure-sla-definitions-fso-cases.md) **Configure user groups** Configure user groups for assignment of cases and tasks. You can also assign roles to groups and users.For more information, see [Configure user groups](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/configure-groups-fso.md). **Configure assignment rules** Configure assignment rules to identify cases that meet certain conditions and then route those cases to agents. For more information, see [Configure assignment rules](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/configure-assignment-rules-fso-applications.md). **Configure Document Processor** Configure document processor for document categories, document types, inbound and outbound document rules, and approval rules for document deferments and exceptions.For more information, see [Configure Document Processor](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/configuring-fso-document-processor.md). **Configure archive rules** The Archive Personal Auto Claim Case rule archives personal auto claim cases that are older than a year. This rule is inactive by default.To configure archive rules, navigate to **System Archiving** > **Archive Rules** and enable the **Archive Personal Auto Claim Case** rule.