Financial Services Client Lifecycle dashboard

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

    The Financial Services Client Lifecycle dashboard provides ServiceNow customers with a comprehensive, modernized interface to monitor and analyze client lifecycle cases. It offers a single view to track case status, trends, and detailed insights for specified timeframes, enabling teams to manage cases more effectively and improve client service delivery.

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    Access to the dashboard requires specific ServiceNow AI Platform roles: snbomclo.b2cmanager to view and snbomclo.b2cadmin to edit. The dashboard can be accessed through multiple navigation paths within the ServiceNow platform, including Financial Services Workspace and Platform Analytics Workspace.

    Key Features

    • Real-time Monitoring: Track open cases, SLA breaches, and new cases by service, agent, or group.
    • Trend Analysis: Visualize case age distribution, average closing times, and SLA compliance over time.
    • Drill-down Capability: Access detailed case information to investigate specific categories or agents.
    • Customizable Views: Account Administrators can tailor dashboard displays for specific organizational needs.
    • Indicators and Metrics:
      • Open Cases - SLA Breached (% of open cases with breached SLAs)
      • Open Cases - SLA About to be Breached (average open cases nearing SLA breach)
      • Open Cases by Age (average age of open cases in days)
      • Average Time to Close in Last 30 Days (by service, agent, or group)
      • New Cases vs. Closed Cases (comparison by service, agent, or group)
      • Closed Cases - SLA Met vs. SLA Breached
    • Filters: Filter cases by age buckets to focus on specific case age ranges.

    Use Cases

    • Account Managers: Gain visibility into real-time case status, monitor SLA breaches, review new cases, and analyze average closing times to manage workload and improve responsiveness.
    • Account Administrators: Perform all Account Manager tasks plus customize dashboard views, enhancing reporting and operational oversight.

    Practical Benefits

    By leveraging this dashboard, ServiceNow customers in financial services can better manage client lifecycle cases, ensure SLA compliance, and optimize team performance. The integrated analytics reduce the need to navigate multiple tools, providing a centralized, actionable overview to drive timely decision-making and improve 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

    • sn_bom_clo.b2c_manager, required to view the dashboard widgets and data.
    • sn_bom_clo.b2c_admin, required to edit the dashboard.

    Access the Financial Services Client Lifecycle dashboard

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

    Alternatively, you can navigate to Client 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 > Client Lifecycle > 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 Client Lifecycle dashboard
    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
    Account Administrator 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 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

    Age.

    Filters

    The following table shows the available filters in the Client Lifecycle dashboard.
    Table 2. Filters available in the Client Lifecycle dashboard
    Name Type Description
    Age Bucket Shows the age ranges in days for the Client Lifecycle cases.