Business Deposit Operations dashboard

  • Release version: Zurich
  • Updated July 31, 2025
  • 5 minutes to read
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    Summary of Business Deposit Operations dashboard

    The Financial Services Business Deposit Operations dashboard provides a centralized view to monitor and analyze deposit service requests within your financial services team. It enables tracking of deposit case statuses, trends, SLA breaches, and average resolution times, all designed to enhance operational visibility and decision-making.

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    The dashboard has been modernized for an improved user experience and supports viewing key metrics for any specified time period, including closed cases that breached SLAs, open cases requiring urgent attention, and average case closure durations.

    Access requires specific ServiceNow AI Platform roles: snbomdepositb2b.manager to view dashboard data and widgets, and snbomdepositb2b.admin, snbompa.admin, or paadmin to edit the dashboard.

    Access

    To access the dashboard, navigate through one of the following paths within ServiceNow:

    • Workspaces > Financial Services Workspace > Analytics Center
    • All > Deposit Operations > Analytics
    • Platform Analytics Workspace

    For users upgraded from earlier versions, the previous Core UI dashboard remains accessible at All > Deposit Operations > Dashboard.

    Use Cases

    The dashboard supports different roles within your organization, including:

    • Deposit Manager: Gains real-time visibility into deposit case status, monitors SLA breaches or imminent breaches, analyzes daily to monthly case volume trends, reviews average case closure times, and drills down into individual case details.
    • Deposit Admin: Customizes dashboard views to tailor reporting and monitoring to organizational needs.

    Key Indicators

    The dashboard includes a comprehensive set of indicators that track the volume and status of deposit cases by service type and account category. Key indicators enable monitoring of cases created and open for specific deposit services such as originating deposit accounts, adding or modifying standing orders, managing financial relationships, and closing accounts.

    Additional indicators provide insights into SLA performance, including the number of cases closed within SLA, cases breaching SLA, and open cases with SLA nearing breach thresholds (above 80%). Time-based metrics such as the summed duration to close cases and average time to close cases are also available, broken down by age and service type.

    Practical Benefits for ServiceNow Customers

    • Centralized and intuitive monitoring of deposit operations to improve team responsiveness and SLA compliance.
    • Ability to identify and prioritize cases requiring immediate action to reduce breach risks.
    • Insight into operational trends to support resource planning and process improvements.
    • Flexible dashboard customization to meet the needs of different roles and organizational goals.

    With the Financial Services Business Deposit Operations dashboard, you can get an insight into how your team and business are performing for deposit service requests received for your financial services. You can monitor the status of deposit service cases, see trends, and drill down into the details from a single view.

    Important:
    The Financial Services Business Deposit Operations dashboard has been modernized to give you a better user experience.

    For any time period that you specify, you can view the details for the closed cases that breached an SLA, the open cases that need immediate attention, and the average closing times of the deposit cases.

    Required ServiceNow AI Platform roles

    • sn_bom_deposit_b2b.manager, needed to see the dashboard widgets and data.
    • sn_bom_deposit_b2b.admin, sn_bom_pa.admin, and pa_admin, needed to edit the dashboard.

    Access the Financial Services Business Deposit Operations dashboard

    To access the Financial Services Business Deposit Operations dashboard, navigate to Workspaces > Financial Services Workspace > Analytics Center (Analytics center icon.).

    Alternatively, you can navigate to All > Deposit Operations > Analytics.

    You can also access the dashboard from the Platform Analytics Workspace. For more information about the Platform Analytics Workspace, see Analytics Center.

    If you have upgraded from an earlier version, you can access the existing Core UI dashboard layout as usual by navigating to All > Deposit Operations > Dashboard.

    Use cases

    For examples of how the different people in your organization can use this dashboard, see the use cases in the following table.
    Table 1. Financial Services Business Deposit Operations dashboard use cases
    User Dashboard use
    Deposit manager Needs to gain visibility into the status of the deposit cases and do the following tasks:
    • Monitor the open deposit cases that have breached a Service Level Agreement (SLA) or are about to breach an SLA and need attention
    • Monitor the daily, weekly, and monthly trends of the volume of deposit cases
    • Review the average closing time of cases
    • Drill down into the details in a deposit service case
    Deposit admin Needs to be able to customize views.

    Indicators

    B2B Deposit.Originate deposit account created cases
    Number of the deposit cases that were created today where the deposit service is Originate deposit account.
    B2B Deposit.Add financial relationship created cases
    Number of the deposit cases that were created today where the deposit service is Add financial relationship.
    B2B Deposit.Add standing order created cases
    Number of the deposit cases that were created today where the deposit service is Add standing order.
    B2B Deposit.Cancel standing order created cases
    Number of the deposit cases that were created today where the deposit service is Cancel standing orders.
    B2B Deposit.modify standing order created cases
    Number of the deposit cases that were created today where the deposit service is Modify standing order.
    B2B Deposit.Failed standing order created cases
    Number of the deposit cases that were created today where the deposit service is Failed standing order.
    B2B Deposit.Close deposit account created cases
    Number of the deposit cases that were created today where the deposit service is Close deposit account.
    B2B Deposit.modify standing order open cases
    Number of the open deposit cases that day where the deposit service is Modify standing order.
    B2B Deposit.Originate deposit account open cases
    Number of the open deposit cases that day where the deposit service is Originate deposit account.
    B2B Deposit.Add standing order open cases
    Number of the open deposit cases that day where the deposit service is Add standing order.
    B2B Deposit.Failed standing order open cases
    Number of the open deposit cases that day where the deposit service is Failed standing order.
    B2B Deposit.Cancel standing order open cases
    Number of the open deposit cases that day where the deposit service is Cancel standing orders.
    B2B Deposit.Add financial relationship open cases
    Number of the open deposit cases that day where the deposit service is Add financial relationship.
    B2B Deposit.Close deposit account open cases
    Number of the open deposit cases that day where the deposit service is Close deposit account.
    B2B Deposit.Number of account closure closed cases checkings
    Number of the deposit cases that were closed today where the deposit service is Close deposit account and the deposit account is Business Checking Account.
    B2B Deposit.Number of account closure closed cases savings
    Number of the deposit cases that were closed today where the deposit service is Close deposit account and the deposit account is Business Saving Account.
    B2B Deposit.Number of originate closed cases checking
    Number of the deposit cases that were closed today where the deposit account is Business Checking Account.
    B2B Deposit.Number of originate closed cases savings
    Number of the deposit cases that were closed today where the deposit service is Originate deposit account and the deposit account is Business Saving Account.
    B2B Deposit.Number of created cases savings
    Number of the deposit cases that were created today where the deposit account is Business Saving Account and the deposit service is not Originate deposit account or Close deposit account.
    B2B Deposit.Number of created cases checkings
    Number of the deposit cases that were created today where the deposit account is Business Checking Account and the deposit service is not Originate deposit account or Close deposit account.
    B2B Deposit.Number of open cases
    Number of the open deposit cases that day where the breakdown is Age.
    B2B Deposit.Number of closed cases
    Number of the deposit cases that were closed today with the Age and Service breakdowns.
    B2B Deposit.Number of closed cases with sla
    Number of the deposit cases that were closed that day within an SLA. The indicator is used to compare the number of cases closed that met an SLA versus the number of cases that breached an SLA.
    B2B Deposit.Number of closed cases with breached sla
    Number of the deposit cases that were closed that day that breached an SLA.
    B2B Deposit.Number of open cases breached sla
    Number of the open deposit cases that day that breached an SLA.
    B2B Deposit.Open Cases with SLA Breached greater than 80%
    Number of the open deposit cases that day where an SLA-elapsed percentage is greater than 80 percent.
    B2B Deposit.Summed duration of closed cases
    Number of hours to close the deposit cases that day with the Age and Service breakdowns.
    B2B Deposit.Average time to close case
    Average number of hours to close the deposit cases where breakdown is Service. The score is calculated according to this formula: 
    [B2B Deposit.Summed duration of closed cases]/[B2B Deposit.Number of closed cases]

    Breakdowns

    • Age
    • Service