Financial Services Business Lifecycle dashboard

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Financial Services Business Lifecycle dashboard

    The Financial Services Business Lifecycle dashboard provides a comprehensive, modernized view of your business lifecycle cases, enabling you to monitor team and business performance effectively. It offers real-time insights into case status, trends, and detailed drill-downs from a single interface, helping you track open cases, new cases, and average case closing times for specified periods.

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    Access requires specific ServiceNow AI Platform roles: snbomclob2b.manager to view dashboard data and snbomclob2b.admin to edit it. You can reach the dashboard via Workspaces > Financial Services Workspace > Analytics Center, Business Lifecycle > Analytics, or the Platform Analytics Workspace.

    Key Features

    • Case Monitoring: Track open cases, including those breaching or close to breaching SLAs, by agent, service, or agent group.
    • Performance Metrics: View average closing times for cases over the last 30 days and compare new versus closed cases.
    • Detailed Breakdowns: Analyze cases by age, service, and SLA compliance, with data sourced from relevant ServiceNow tables.
    • Role-Based Access: Separate roles for viewing and editing the dashboard ensure controlled access.
    • Customizable Views: Account admins can customize dashboard views to meet organizational needs.
    • Filters: Use filters such as Age Bucket and Service List to refine data displayed on the dashboard.

    Practical Use Cases

    • Account Managers: Gain real-time visibility into case statuses, monitor SLA breaches, review new cases, and analyze average closing times to manage workload and improve service delivery.
    • Account Admins: Perform Account Manager tasks plus customize dashboard views for tailored reporting and deeper operational insights.

    Key Outcomes

    By leveraging this dashboard, ServiceNow customers in financial services can expect enhanced operational transparency, improved SLA compliance monitoring, and actionable insights into case management efficiency. This leads to better decision-making and optimized business lifecycle operations within their teams.

    With the Business Lifecycle Operations dashboard, you can get insight into how your team and business are performing for the business lifecycle cases.

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

    You can monitor the status of the 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 lifecycle cases.

    Required ServiceNow AI Platform roles

    • sn_bom_clo_b2b.manager, required to view the dashboard widgets and data.
    • sn_bom_clo_b2b.admin, required to edit the dashboard.

    Access the Financial Services Business Lifecycle dashboard

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

    Alternatively, you can navigate to Business Lifecycle > 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 > Customer Lifecycle Operations > Dashboard.

    Use cases

    For examples of how different people in your organization can use this dashboard, see the use cases in the following table.
    Table 1. Use cases for using the Financial Services Business Lifecycle dashboard
    User Dashboard use
    Account manager Needs to gain visibility into the real-time status of the business lifecycle cases and do the following tasks:
    • Monitor all the open cases that have breached a 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 cases for a service, agent, or group within 30 days
    • Drill down into the details in a category
    Account admin Needs to perform all the Account Manager tasks plus customize views.

    Indicators

    Open Cases - SLA Breached
    Percentage of the open cases that breached an SLA. The data is calculated according to 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 that are close to breaching an SLA. The data for this indicator is collected from the [task_sla] table.
    Open Cases by Age
    Breakdown score and trend of the open cases by age in days. The data is calculated according to 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 score is calculated according to 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
    Number of the 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

    • Age
    • Service

    Filters

    The following table shows the available filters in the Business Lifecycle Operations dashboard.
    Table 2. Filters available in the Business Lifecycle Operations dashboard
    Name Type Description
    Age Bucket Shows the age ranges in days for the Business Lifecycle cases.
    Service List Fetches the records for all the Business Lifecycle cases.