View insurance cases in Agentic Contact Center for Insurance
Review insurance claims and service cases for a customer in the Customer 360 page so that you can understand the customer's open and recent service activity.
Before you begin
Role required: sn_ins_csr.servicing_agent, sn_ins_csr.claims_agent
Procedure
Open a customer record.
- From an active interaction, select the customer's name in the customer details card.
- Navigate directly to the consumer, account, or contact record from the workspace. The Customer 360 page opens in a separate tab.
Navigate to the cases lists and select the tab that matches the case type you want to review.
- All: All cases associated with the customer.
- Claims: Insurance claim cases associated with the customer, including cases where the customer appears as a claimant or participant. (Cases are displayed to users with the claims_agent role.)
- Servicing: Policy servicing cases across personal lines, commercial lines, individual life, and group life. (Cases are displayed to users with the servicing_agent role.) Cases are sorted by last updated date and time, with the most recent first. Each row shows the case number, last updated date and time, service definition, state, and assigned agent.
Cases list showing All, Claims, and Servicing tabs, with case records displaying Number, Updated timestamp, Service, State, and Assigned to columns.
To change the sort order of the case list, select a column header to sort by case number, last updated date and time, service definition, status, or assigned agent.
Select the case number to open the case record.
Result
The case record opens in a new tab.
Related topics
Customer 360 page for Agentic Contact Center for Insurance
View an insurance customer profile in Agentic Contact Center for Insurance
View insurance policies and coverages in Agentic Contact Center for Insurance