--- sourceDocument: Australia Financial Services Operations sourceDocumentLink: https://www.servicenow.com/docs/r/australia/financial-services-operations Release : - australia ft:locale : - en-US ft:publication_title : - Australia Financial Services Operations ft:clusterId : - finso bundleId : - finso workflow : - Customer and Industry --- # Client Lifecycle # Client Lifecycle dashboard {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) 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 Client Lifecycle dashboard The Financial Services Client Lifecycle dashboard provides insights into the performance of client lifecycle cases for your team and business. It has been modernized for an improved user experience, allowing you to monitor case statuses, analyze trends, and access detailed information from a single view. You can review open cases, new cases, and average closing times for specified periods. Show full answer Show less ## Key Features * **User Roles:** Access requires specific ServiceNow AI Platform roles: * snbomclo.b2cmanager - to view dashboard widgets and data. * snbomclo.b2cadmin - to edit the dashboard. * **Access Points:** * Navigate to Workspaces \> Financial Services Workspace \> Analytics Center. * Or go to Client Lifecycle \> Analytics. * Access from the Platform Analytics Workspace for upgraded users. * **Use Cases:** * **Account Manager:** Monitors real-time case status, SLA breaches, case details, and average closing times. * **Account Administrator:** Performs all Account Manager tasks and customizes views. * **Indicators:** Key metrics include: * Open Cases - SLA Breached * Open Cases - SLA About to be Breached * Open Cases by Age * Average Time to Close in Last 30 Days * New Cases vs. Closed Cases * Closed Cases - SLA Met vs. SLA Breached * **Filters:** Available filters include Age Bucket, which categorizes cases based on age in days. ## Key Outcomes By utilizing the Financial Services Client Lifecycle dashboard, ServiceNow customers can effectively manage client lifecycle cases, enhance operational efficiency, and ensure compliance with SLAs. The dashboard enables real-time monitoring and data-driven decision-making to improve service delivery and client satisfaction. With the Financial Services Client Lifecycle dashboard, you can get insight into how your team and business are performing for the client lifecycle cases. Important: The Financial Services Client Lifecycle dashboard has been modernized to give you a better user experience. You can monitor the status of the client lifecycle cases, see trends, and drill down into the details from a single view. For any time that you specify, you can view the details for the open cases, the new cases, and the average closing times of the client lifecycle cases. ## Required ServiceNow AI Platform roles {#fso-client-lifecycle-dashboard__section_d3k_hwc_fqb} * sn_bom_clo.b2c_manager, required to view the dashboard widgets and data. * sn_bom_clo.b2c_admin, required to edit the dashboard. {#fso-client-lifecycle-dashboard__ul_uks_ypt_rlb} ## Access the Financial Services Client Lifecycle dashboard {#fso-client-lifecycle-dashboard__section_f3k_hwc_fqb} To access the Financial Services Client Lifecycle dashboard, navigate to WorkspacesFinancial Services WorkspaceAnalytics Center (![Analytics center icon.]()). Alternatively, you can navigate to Client LifecycleAnalytics. You can also access the dashboard from the Platform Analytics Workspace. For more information about the Platform Analytics Workspace, see [Analytics Center](https://www.servicenow.com/docs/access?context=analytics-center&version=australia&pubname=australia-now-intelligence&ft:locale=en-US). If you have upgraded from an earlier version, you can access the existing Core UI dashboard layout as usual by navigating to AllClient LifecycleDashboard. ## Use cases {#fso-client-lifecycle-dashboard__section_g3k_hwc_fqb} For examples of how different people in your organization can use this dashboard, see the use cases in the following table.{#fso-client-lifecycle-dashboard__table_h3k_hwc_fqb__entry__2} | User | Dashboard use | |-|-| | Account Manager | Needs to gain visibility into the real-time status of Client Lifecycle cases and do the following tasks: * Monitor all the open cases that have breached an Service Level Agreement (SLA) * Monitor all the open cases according to the agent and age * Review all the new cases for a service, agent, or agent group * Review the average closing time of the cases for a service, agent, or group within 30 days * Drill down into the details in a category {#fso-client-lifecycle-dashboard__ul_yyn_kjt_tnb} | | Account Administrator | Needs to perform all the Account Manager tasks plus customize views. | [Table 1. Use cases for using the Financial Services Client Lifecycle dashboard] {#fso-client-lifecycle-dashboard__table_h3k_hwc_fqb} ## Indicators {#fso-client-lifecycle-dashboard__section_i3k_hwc_fqb} Open Cases - SLA Breached : Percentage of the open cases that breached an SLA. The data is calculated from this formula: [[Number of open Cases with Breached SLAs]] / [[Number of Open Cases]] * 100 Open Cases - SLA About to be Breached : Average number of the open cases for an agent on a day that you specify. The data for this indicator is collected from the \[task_sla\] table. Open Cases by Age : Breakdown score and trend of open cases by age in days. The data is calculated from this formula: [[Summed age of Open Cases]] / [[Number of Open Cases]] / 24 Average Time to Close in Last 30 Days : Breakdown of the average closing time in days of the cases by the service, agent, or assignment group in the last seven days. The data is calculated from this formula: [[B2C CLO.Summed duration of closed cases]]/[[B2C CLO.Number of closed cases]] New Cases vs. Closed Cases : Breakdown of the new cases by the service, agent, or agent group versus the closed cases. The data for the cases is collected from the \[sn_bom_clo_service\] table. Closed Cases - SLA Met vs. SLA Breached : Cases where the SLAs were met versus the cases where the SLAs were breached. The data for the cases is collected from the \[sn_bom_clo_service\] table. ## Breakdowns {#fso-client-lifecycle-dashboard__section_j3k_hwc_fqb} Age. ## Filters {#fso-client-lifecycle-dashboard__section_n3k_hwc_fqb} The following table shows the available filters in the Client Lifecycle dashboard.{#fso-client-lifecycle-dashboard__table_o3k_hwc_fqb__entry__3} | Name | Type | Description | |-|-|-| | Age | Bucket | Shows the age ranges in days for the Client Lifecycle cases. | [Table 2. Filters available in the Client Lifecycle dashboard] {#fso-client-lifecycle-dashboard__table_o3k_hwc_fqb} *[\>]: and then