How to Track and Update Service Requests in Momentum AMS

How to Track and Update Service Requests in Momentum AMS
Once a Service Request is created in Momentum AMS, it must be monitored and updated through its workflow stages until it is completed. Service Requests can be tracked individually from an insured’s record or in bulk from the Service Requests Overview pipeline.

This article explains how to find, filter, and update Service Requests so you can keep work moving and ensure nothing slips through the cracks.

Step-by-Step: Tracking and Updating Service Requests

1️⃣ Access Service Requests

You can track Service Requests from two main areas:

From the Insured’s Profile:

Open the insured’s record using Dynamic Search or the Insureds menu.
Click the Activity History tab.
Select Service Requests to view all related to that insured.

From the Pipeline View:

Go to Left Navigation → Pipelines → Service Requests Overview.
This Kanban-style view organizes requests by Category and Stage so you can visually see progress.

2️⃣ Filter and Search for Specific Requests

Use the filters at the top of the Service Requests list or Overview to narrow results by:

Category (e.g., Driver Add, COI, Address Change)
Stage (e.g., Received, In Progress, Completed)
Assigned To
Due Date or Created Date

This is especially useful for workload management and prioritizing time-sensitive requests.

3️⃣ Open and Review the Request

Click on the Actions and Details of the Service Request to open its detail screen.
Review the Description, Attachments, and Linked Records (such as policies, drivers, or vehicles) for context.

4️⃣ Update Request Details

From the Service Request detail screen, you can:

Change Stage to reflect progress in the workflow (e.g., from “Received” to “In Progress”).
Reassign to a different user if workloads shift.
Add Notes to document updates, conversations, or carrier responses.
Upload Additional Attachments such as confirmation emails or revised forms.

5️⃣ Complete the Request

Once the requested change or action is completed, update the Stage to “Completed” or the appropriate closing stage for your workflow.
Ensure all documentation is attached and notes are complete for future reference.

Pro Tip

If you need to update several Service Requests at once (e.g., moving multiple COIs to “Completed”), use batch actions in the Service Requests Overview. This allows you to apply changes to multiple records simultaneously.

Best Practice Reminder

Keep Service Requests moving through stages in real-time. This ensures that both your internal team and the client have an accurate understanding of where their request stands.