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Create a Unified Insurance Console for Customer Service Representatives
Use the Insurance Agent Console to provide your customer service representatives (CSRs) a comprehensive view of members' details and activities on one page. CSRs can proactively engage insurance customers and resolve their questions, address their requests, search for relevant knowledge articles, get alerts for related records that need attention, and run actions to resolve customer requests. Track previous interactions on a timeline and check related records.
Where: This change applies to Lightning Experience in Professional, Enterprise, and Unlimited editions with the Insurance Industries managed.
Who: The Service Console for Insurance is available to users who are assigned the Industry Service Excellence permission set and the FSC Insurance permission set.
Why: The Service Console for Insurance helps CSRs manage end-to-end service interactions. It comes with predefined identity verification flow templates, an engagement timeline, and a holistic view of the customer with predefined lists such as a list of associated accounts and policies. CSRs can also use the console components, such as Identity Verification, in standard navigation apps.
How: From the App Launcher, find and select Insurance Agent Console. Existing customers can add the preconfigured Console FlexiPage to the Account Details page layout.
