Business Loan Operations dashboard

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Business Loan Operations Dashboard

    The Financial Services Business Loan Operations dashboard provides insights into the performance of your business loan cases. It allows you to monitor the status of loan cases, identify trends, and access detailed information from a centralized view. The dashboard is activated automatically upon installation of the Financial Services Business Loan Operations application and has been modernized for an improved user experience.

    Show full answer Show less

    Key Features

    • Case Monitoring: View details of open cases, new cases, and average closing times for any specified period.
    • Role Requirements: Users need specific ServiceNow AI Platform roles to access and edit the dashboard—snbomloanb2b.manager to view and snbomloanb2b.admin, snbompa.admin, and paadmin to edit.
    • Access Points: Navigate to Workspaces > Financial Services Workspace > Analytics Center or All > Loan Operations > Analytics for dashboard access.
    • Customizable Views: Loan admins can customize dashboard views for better data presentation.

    Key Outcomes

    • Real-Time Visibility: Loan managers can monitor open cases breaching SLAs, review average closing times, and drill down into specific details.
    • Performance Indicators: Key metrics include the percentage of open cases breaching SLAs, average number of open cases per agent, and average age of open cases.
    • Data Breakdown: Users can view breakdowns by agent, agent group, age, and service, providing a comprehensive analysis of loan operations.

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

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

    This dashboard is automatically activated when you install the Financial Services Business Loan Operations application.

    For any time period that you specify, you can view the details for the open cases, the new cases, and the average closing times of the loan cases.

    Required ServiceNow AI Platform roles

    • sn_bom_loan_b2b.manager, required to view the dashboard widgets and data.
    • sn_bom_loan_b2b.admin, sn_bom_pa.admin, and pa_admin, required to edit the dashboard.

    Access the Financial Services Business Loan Operations dashboard

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

    Alternatively, you can navigate to All > Loan 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 > Loan 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.
    User Dashboard use
    Loan manager Needs to gain visibility into the real-time status of the business loan cases and do the following tasks:
    • Monitor all the open cases that have breached a Service Level Agreement (SLA)
    • Monitor all the open cases by agent and age of the cases
    • Review all the new cases for a service, agent, or agent group
    • Review the average closing time of cases for a service, agent, or group
    • Drill down into the details in a category
    Loan admin Needs to be able to customize views.

    Indicators

    % of Open Cases with Breached SLAs
    Percentage of open cases that breached an SLA on a specific day. The score is calculated according to this formula:
     [[Number of open cases with breached SLAs] / [Number of open cases]] * 100
    Avg # of Open Cases per Agent
    Average number of the open cases for an agent on a specified day. The score is calculated according to this formula: 
    [[Number of open cases] / [Number of agents]]
    Average Age of Open Cases
    Breakdown score and trend of the open cases by age in days on a specified day. The score for each service is calculated according to this formula: 
    [[Summed age of open cases] / [Number of open cases]] / 24
    Number of New Cases
    Breakdown of the new cases by the service, agent, or agent group in the last three months. The data for the cases is collected from the [sn_bom_loan_b2b_service] table.
    Average Closing Time of Cases
    Breakdown of the average closing time in days of the cases by the service, agent, or agent group in the last seven days. The score is calculated according to this formula:
     [[Summed duration of closed cases] / [Number of closed cases]] / 24

    Breakdowns

    • Agent
    • Agent Group
    • Age
    • Service