Get Started with Admin Essentials

Learning Objectives

After completing this module, you’ll be able to:

  • Assign the FSC Insurance permission set license and give users access to additional objects and functionality.
  • Edit sharing settings for insurance objects and encrypt insurance fields.
  • Give agents a consolidated view of policyholders’ life events, policies, and claims.
  • Create a custom account record page and configure related lists for policies, life events, and business milestones.
  • Add the Policy and Life Events or Business Milestones components to an account record page and activate the custom account record page.

Overview

In this module, we assume you are a Financial Services Cloud admin with the proper permissions to complete the step-by-step instructions that follow. If you’re not an admin for Financial Services Cloud, that’s OK. Read along to learn how your admin would take the steps in a production org. Don’t try to follow these steps in your Trailhead Playground. Financial Services Cloud isn’t available in the Trailhead Playground.

Let’s follow Cumulus admin Matt, as he sets things up. To get started, Matt enables Insurance for Financial Services Cloud. Then, he clones an Account record page (you can also create one), and adds the Policy and Life Events or Business Milestones components to the page. Next, he activates the page and assigns it to the Insurance Agent Console app, appropriate account and person account record types, and appropriate user profiles. Then he adds the Insurance Agent Action Items component to the Insurance Agent Console Home page. Finally, Matt gives users access to the Insurance Agent Console app. Here’s how he accomplishes all of this.

Assign the FSC Insurance Permission Set License to Users

To access insurance objects and features, users need the FSC Insurance permission set license.

  1. From Setup, in the Quick Find box, enter Users, and then select Users.
  2. Click the user that you want to give permissions to.
  3. Under Permission Set Assignments, click Edit Assignments.
  4. Under Available Permission Sets, select FSC Insurance, and then click Add.
  5. Click Save.
Note

Note

Assigning the FSC Insurance permission set automatically assigns the user an FSC Insurance permission set license. However, assigning the permission set doesn’t give the user permissions on insurance objects. You give users create, read, edit, and delete permissions on the objects through user profiles or permission sets.

Note

Note

Your Experience Cloud site users can access insurance objects without requiring any additional permission set license. In your community user profile, under General User Permissions, select Access Insurance Objects.

However, to access insurance features, the site users need the Financial Services Community permission set license.

Give Users Access to Additional Objects and Functionality

Next up, Matt gives agents access to the master list of coverage types. With access to this list, Zeynep can better sell policies and Zaw can help customers with their existing policies. 

To let agents like Zeynep and Zaw handle many-to-many relationships between claims and cases, claims and assets, and assets and policy participants, Matt enables many-to-many relationships. For example, when many-to-many relationships are enabled, Zaw can handle multiple claims through one case or have multiple cases handling one claim. 

Matt also unlocks the capability to let multiple producers work on the same policy (more on producers in subsequent units of this module). A large commercial insurance policy typically requires a team of agents and service reps to work in tandem to manage the policy. 

Note

Note

After you enable these options, you can’t disable them.

  1. From Setup, in the Quick Find box, enter Insurance Settings, and then select Insurance Settings.
  2. To give an agent access to the master list of coverage types, enable Access Master List of Coverage Types.
    Once this option is enabled, you can see these additional objects: Product Coverage and Coverage Type. And you can see the Coverage Type field (a lookup to the Coverage Type object) on the Insurance Policy Coverage object.
  3. To let an agent handle many-to-many relationships between claims and cases, claims and assets, and assets and policy participants, enable Use Many-to-Many Relationships.
    Once this option is enabled, you can see these additional objects: Claim Case, Insurance Claim Asset, and Insurance Policy Member Asset.
  4. To let multiple producers work on the same policy, enable Let Multiple Producers Work on the Same Policy. Once this option is enabled, you can see an extra object, Producer Policy Assignment.

Edit Sharing Settings for Insurance Objects

Matt can control access to data at different levels. For example, he can control the access that a user like Zeynep has to objects by assigning object permissions. Within an object, Matt can control which fields Zeynep has access to by using field-level security. He can also control access to data at the record level by assigning sharing settings. Finally, Matt reviews the default sharing settings for Insurance objects and modifies them based on Cumulus’s needs. 

  1. From Setup, in the Quick Find box, enter Sharing Settings, and then select Sharing Settings.
  2. Under Organization-Wide Defaults, review the access levels for these objects, which, by default, are set to Private.
    • Business Milestone
    • Claim
    • Coverage Type (available when the Access Master List of Coverage Types org pref is enabled)
    • Customer Property
    • Insurance Policy
    • Insurance Policy Asset
    • Producer
    • Producer Policy Assignment (available when the Let Multiple Producers Work on the Same Policy org pref is enabled)
    • Product Coverage (available when the Access Master List of Coverage Types org pref is enabled)
    • Securities Holding
    • Worker Compensation Coverage Class
  3. To change an access level, click Edit.
  4. For each object, select the default access you want to use.
  5. Click Save.

Encrypt Insurance Fields

Matt wants to protect Cumulus policyholders’ sensitive information with Shield Platform Encryption. He can encrypt information about a range of life events, business milestones, insurance policies, claims, and related details with either probabilistic or deterministic encryption schemes.

Object

Fields You Can Encrypt

BusinessMilestone

  • MilestoneName

Claim

  • ClaimNumber
  • IncidentSite
  • ReportNumber

CustomerProperty

  • Address
  • LienHolderName

IdentityDocument

  • Name
  • ExpirationDate
  • IssueDate

InsurancePolicy

  • PolicyNumber
  • ServicingOffice
  • UniversalPolicyNumber

PersonLifeEvent

  • EventName

SecuritiesHolding

  • Name

Before Matt can add the Policy and Life Events or Business Milestones components to the Account record page, he adds the components as related lists on the relevant page layouts. To make the lists of insurance policies, claims, life events, and business milestones available on a custom Account record page, Matt adds the lists to the Related Lists sections of the page layouts for the Account, Person Account (if enabled), and Contact objects.

  1. From Setup, open Object Manager.
  2. Click Account, and select Page Layouts.
  3. For each page layout that you want to add the Insurance Policies list to, select Related Lists on the palette. Then drag Insurance Policies to the Related Lists section.
  4. Click Save.
  5. Similarly, configure related lists for the relevant page layouts for these objects.
Object Related Lists

Account

Business Milestones

Person Account

Claims, Insurance Policies, Insurance Policy Participants, Person Life Events

Contact

Person Life Events

Note

Note

The Person Life Events related list is available only when person accounts are enabled in your org.

Give Agents a Consolidated View of Policyholders

Matt can give Cumulus’s insurance agents a 360-degree view of their customers’ life events or business milestones, insurance policies, claims, and other important details. He starts by cloning an Account record page or creating one. Then, he adds the Policy and Life Events or Business Milestones components to the page.

To quickly create an Account record page, Matt can clone an existing one. After he creates the page, he can modify it to give agents a customized view of their clients’ records.

  1. From Setup, in the Quick Find box, enter App Builder, and then select Lightning App Builder.
  2. Clone an Account record page. (An Account record page is a page whose object name is Account and type is Record Page.) If an Account record page is not available, create one.
  3. Give your page an appropriate label. For example, name it PolicyHolder 360.
  4. Click Save. When you save the page for the first time, you are prompted to activate it to make it available to users. Click Not Yet.
    You activate the page later when you are done customizing it and it’s ready for your users.

Customize Your Account Record Page

Next up, Matt adds the Policy and Life Events or Business Milestones components to a custom Account record page to give agents like Zeynep and Zaw a consolidated view of their customers’ life events or business milestones, insurance policies, claims, and other related details.

  1. From Setup, in the Quick Find box, enter App Builder, and then select Lightning App Builder.
  2. In the Lightning Pages list, click Edit next to your Account record page.
  3. Drag the Life Events or Business Milestones component to the account summary.
  4. Create a custom tab. Give it an appropriate label. For example, name it Policies.
  5. Drag the Policy component to the new tab.
  6. Click anywhere on the Policy component to select it.
  7. In the Properties pane, review the preselected policy KPIs, and change them according to your needs.
  8. In the Properties pane, under Choose Participant Role, click Select, and then select the appropriate participant roles.
    By default, no participant role is selected. As a result, when an agent views a user’s record, the Policies tab shows only those policies that the user owns. Selecting participant roles includes policies in which the user is a participant but doesn’t own. For example, if you select the Beneficiary participant role, the list includes the policies in which the user is a beneficiary.
  9. Click Save.

Activate the Custom Account Record Page

Matt activates the custom Account record page to make it visible to agents like Zeynep and Zaw.

  1. On your custom Account record page, click Activation.
  2. Choose how you want to activate the page.
    • To make the page the default object record page for specific Lightning apps, click the APP DEFAULT tab and follow the steps. For example, you can make the page the default object record page for the Insurance Agent Console page.
    • To assign the page to a combination of Lightning apps, record types, and profiles, click the APP, RECORD TYPE, AND PROFILE tab and follow the steps. For example, you can assign the page to the Insurance Agent Console app, Person Account record type, and Insurance Agent profile.

Here’s what the custom Account record page, PolicyHolder 360, looks like when a service rep like Zaw views the client record for Nigel Adams, Rachel’s husband.

Policy Component

All the configurations that Matt’s performed so far constitute essential admin ground work to set up insurance features. Matt’s ready to move to the next stage: setting up access to advanced features.

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