Managing workspaces for dispute management

The Financial Services Operations workspace for dispute management enhances the management of the dispute resolution processes and consists of a card disputes landing page and a dispute manager landing page.

Both the workspaces can be configured in UI Builder under Experiences > Advanced Dashboards.

Card disputes landing page

The card disputes landing page provides a single location for a dispute agent to process cases and tasks. An agent can use this workspace to respond to all task types and view the full context of a dispute case.

If you're a user with either the sn_bom_credit_card.admin or sn_bom_credit_card.dispute_agent role, you can access the card disputes workspace.

The workspace offers the following views for the users.

• The workspace is simplified by implementing a process-based horizontal layout, reducing tabs and unnecessary activities. This allows dispute agents to focus on relevant tasks for each stage of the dispute.
• The workspace contains widgets that display case information and state of transactions.
• The case information widget provides you a summary of all the transactions that are being disputed and includes an email feature that enables agents to quickly send messages to customers.
• The state of transactions widget shows you a list of all the disputed transactions, including the amount and their current state. Additionally, it shows you a list of resolved cases. After chargeback eligibility is determined, click the icon to view a tooltip summarizing the chargeback eligibility decision.
• To eliminate the need for opening multiple tabs, a split view for tasks is incorporated. The list and form task are placed within the activity section of the playbook. To view the complete view of the card dispute transaction, click on Open in new tab.

Note:

The widgets and the data that are displayed in the widgets depend on your role.

Dispute manager landing page

The Dispute manager landing page provides a single location for a dispute manager to process cases and tasks and coordinate real-time updates on the team’s cases.

As a dispute manager, you can work on your assigned cases and coordinate real-time updates on your team's cases from the dispute manager landing page.

The workspace has a simple interface that provides you with a list of summary tiles and associated lists, including Pending Approval Tasks, Team’s Open Cases, SLA Breached, and SLA at Risk.

Note:

As a dispute manager, you can also act as a fulfiller to Approve or Reject Approval Tasks.