In Momentum AMS, Service Requests are structured workflow items used to track and manage client- or agency-initiated requests that require processing outside of the sales or renewal process.
While Tasks are primarily internal action items, Service Requests are designed to follow a defined service process with categories, stages, and a dedicated pipeline for visibility.
This article will help you understand what Service Requests are, how they function, and how they fit into Momentum AMS’s workflow and pipeline structure.
✅ What Is a Service Request?
A Service Request is a trackable, multi-step workflow item used to process a client service action from initiation to completion.
Service Requests can be:
Manually created by users
Submitted via client-facing smart forms (if configured)
Assigned to individuals, roles, or teams
Tied to insureds, policies, claims, or certificates
Examples of typical Service Requests:
Add or remove a driver from a commercial auto policy
Issue a Certificate of Insurance (COI)
Process a cancellation or rewrite
Update property values or coverage limits mid-term
Handle a loss payee or mortgagee change
Service Requests vs. Tasks
| Service Requests | Tasks |
|---|---|
| Client- or agency-submitted change or help requests | Internal action items |
| Follow a defined, multi-stage workflow | Simple to-do tracking |
| Organized by Request Type (Category) | Organized by Category & Stage |
| Visible in Service Requests Overview | Visible in Tasks Overview |
| Often result in related tasks for specific steps | Often linked to Service Requests for completion |
Service Request Structure in Momentum AMS
Each Service Request is made up of several key fields:
Category: Type of request (e.g., Endorsement, COI, Cancellation)
Stage: The workflow step the request is currently in (e.g., Received, In Process, Completed)
Assigned To: Person responsible for handling the request
Due Date: When the request should be completed
Priority: Normal, High, or Rush
Linked Records: Insured, policy, or claim tied to the request
Notes & Comments: Ongoing updates or communications
Attachments: Supporting documents or forms
Where to Access Service Requests
Global Service Requests View
Go to Left Navigation → Service Requests
Filter by date, stage, category, assigned user, or status
Within an Insured or Policy
Navigate to the insured’s profile
Use the Activity History tab and click on Service Requests to see or add related requests
Service Requests Pipeline Overview
Go to Left Navigation → Pipelines → Service Requests Overview
View requests on a Kanban-style board organized by Category and Stage
Why Service Requests Matter
Service Requests help agencies:
Maintain visibility on all client-initiated changes and requests
Ensure no request is missed or left incomplete
Standardize workflows with clear categories and stages
Improve communication between CSRs, producers, and back-office staff
Create a historical record of all service activity for compliance and reference
When used correctly, Service Requests provide structure, accountability, and transparency for all ongoing client service activities.
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