How to Create a Service Request

How to Create a Service Request
Service Requests in Momentum AMS are structured workflows for processing client- or agency-initiated changes, document requests, and policy updates. They standardize service handling, track progress, and ensure nothing falls through the cracks.

Service Requests can be:

• Created manually from within an insured’s record.
• Generated automatically from an intake or smart form (e.g., a client-submitted online change request).

This article explains how to create Service Requests and the specific service change types available in Momentum AMS.

Step-by-Step: Creating a Service Request

1️⃣ Locate the Insured Record

Use the dynamic search bar at the top of the screen, or
Navigate to Insureds in the left-hand navigation menu and search by name.
Click the insured’s name to open their Details page.

2️⃣ Go to the Service Requests Section

From the insured’s profile, click the Activity History tab.
Select Service Requests from the available sub-tabs.
Click Add New to start a new request.

3️⃣ Choose the Service Change Type

In the Create New Service Request window, select from the available change types:

Service Change Type	When to Use
Driver – Add	Adding a new driver to an existing policy.
Driver – Replace	Swapping one driver for another on the policy.
Driver – Remove	Removing an existing driver from the policy.
Vehicle – Add	Adding a new vehicle to the policy.
Vehicle – Replace	Replacing one insured vehicle with another.
Vehicle – Remove	Removing a vehicle from the policy.
Address Change	Changing the insured’s mailing or garaging address.
Vehicle Transfer	Moving a vehicle from one policy to another.
Certificate of Insurance	Creating or updating a COI request for a holder or additional interest.
Policy Change – Other	Any other policy change not listed above (e.g., coverage limits, deductibles).
Generic	Non-policy-specific requests that still need tracking in the SR pipeline.

4️⃣ Complete Service Request Details

Fill in the remaining details:

Stage: Select the correct starting workflow stage.
Assigned To: The user or team responsible for completion.
Due Date: Set the deadline for the request.
Priority: Normal, High, or Rush.
Linked Policy: Attach the SR to the correct policy if applicable.
Description: Include all relevant change details (e.g., VIN, driver’s license info, new address).
Attachments: Upload supporting documents such as driver forms, ID copies, or COI request letters.

5️⃣ Save the Request

Click Save Changes.
The Service Request will now appear in:
- Activity History → Service Requests under the insured’s profile.
- Service Requests Overview pipeline for global tracking and workflow management.

Pro Tip ?

If you routinely process the same types of service requests, customize your stages under:
Miscellaneous → Agency Customization → Service Request Categories & Stages.
This keeps your team’s workflows consistent and easier to track.