Intelligent Servicing for Fraud dashboard

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Intelligent Servicing for Fraud Dashboard

    The Intelligent Servicing for Fraud dashboard, available in the Washingtondc release, offers a preconfigured view with actionable data visualizations. It allows organizations to monitor fraud cases, assess trends, and access detailed case information efficiently. Users can analyze both closed cases that breached Service Level Agreements (SLAs) and open cases requiring immediate attention.

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    Key Features

    • Role Requirements: Users need specific ServiceNow AI Platform roles:
      • snbomfraud.manager to view dashboard widgets and data
      • snbomfraud.admin to edit the dashboard
    • Accessing the Dashboard: Navigate to All > Platform Analytics > Library > Dashboards and select the Fraud Management tile.
    • Use Cases:
      • Fraud Manager: Monitors the status of fraud cases, tracks SLA breaches, analyzes case volume trends, and reviews average closing times.
      • Fraud Admin: Customizes dashboard views to suit organizational needs.
    • Indicators: Provides metrics such as the number of closed cases breaching SLAs, total write-off amounts, and average time to close cases.
    • Filters: Allows users to filter by fraud service, risk classification, and source type for tailored insights.

    Key Outcomes

    By utilizing the Intelligent Servicing for Fraud dashboard, organizations can enhance visibility into fraud case management, make data-driven decisions, and improve overall responsiveness to fraud incidents. This leads to better business processes and quantifies the value of self-service capabilities within the organization.

    Intelligent Servicing for Fraud contains a preconfigured dashboard with actionable data visualizations that can help your organization improve your business processes and quantify the value of self-service.

    The Intelligent Servicing for Fraud dashboard enables you to monitor the status of fraud cases, see trends, and drill down into details from a single view. For any given duration, you can view the details for closed cases that breached SLA and open cases that need immediate attention.

    Figure 1. Intelligent Servicing for Fraud dashboard
    Intelligent Servicing for Fraud dashboard showing metrics such as closed cases and time to close. For descriptions of indicators, breakdowns, and filters included on this dashboard, see the following sections.

    Required ServiceNow AI Platform roles

    • sn_bom_fraud.manager, needed to see the dashboard widgets and data.
    • sn_bom_fraud.admin, needed to edit the dashboard.

    Access the Intelligent Servicing for Fraud dashboard

    To open the dashboard, navigate to All > Platform Analytics > Library > Dashboards, then select the Fraud Management tile.

    Use cases

    For examples of how different people in your organization would use this dashboard, see these use cases.
    Table 1. Use cases for using the Intelligent Servicing for Fraud dashboard
    User Dashboard use
    Fraud manager Needs to gain visibility into the status of fraud cases and do the following:
    • Monitor open fraud cases that have breached an SLA (Service Level Agreement) or are about to breach an SLA and hence need attention
    • Monitor the volume of fraud cases for each fraud category and their trend
    • Review the average closing time of cases for each category
    • Drill down into details in a fraud category
    Fraud admin Needs to be able to customize views.

    Indicators

    Number of closed cases breached SLA
    Count of closed fraud cases in a day that have breached SLA.
    Number of closed cases with SLA
    Count of fraud cases closed that day within SLA. This indicator is used to compare the number of cases closed that met SLA vs. cases that breached SLA.
    Number of closed cases
    Count of closed fraud cases in selected time period where breakdowns are Fraud Source, Service and Risk classification.
    Fraud Cases with writeoff
    For selected time period, this holds the total writeoff amount of closed fraud cases that underwent write-off process where breakdown is Service.
    Fraud Cases with recovery option
    For selected time period, this holds the total recovery amount of closed fraud cases that underwent recovery process where breakdown is Service.
    Open Cases
    Count of cases open as of today. The indicator is used to compare and see the trend of the number of cases created vs. cases closed vs. open cases.
    Number of cases created
    Count of new fraud cases created today. The indicator is used to compare and see the trend of the number of cases created vs. cases closed vs. open cases.
    Average time to close case
    Breakdown of average number of hours to close fraud cases. The score is calculated as: [FSO Fraud.Summed duration of closed cases]/[ FSO Fraud.Number of closed cases]

    Breakdowns

    • Fraud service
    • Fraud source
    • Fraud risk classification

    Filters

    Table 2. Filters available in the Intelligent Servicing for Fraud dashboard
    Name Type Description
    Fraud service Choice Shows all active services defined for the Fraud case [sn_bom_fraud_case] table.
    Fraud risk classification Choice Shows all active risk classifications for the Fraud case [sn_bom_fraud_case] table.
    Fraud source Choice Shows all active source types for the Fraud case [sn_bom_fraud_case] table.