Dispute Management dashboard

  • Release version: Zurich
  • Updated July 31, 2025
  • 3 minutes to read
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    Summary of Dispute Management dashboard

    The Dispute Management dashboard in ServiceNow’s Zurich release provides financial services teams with a consolidated view of card service dispute cases. It enables monitoring of case status, SLA compliance, and performance trends from a single interface, enhancing visibility and operational efficiency. The dashboard has been modernized for an improved user experience and supports analysis over custom time frames.

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    Access to this dashboard requires specific ServiceNow AI Platform roles for viewing and editing. It can be accessed via the Financial Services Workspace, Card Operations module, or the Platform Analytics Workspace.

    Key Features

    • Comprehensive SLA Monitoring: Track open and closed dispute cases that have breached or are close to breaching SLAs to prioritize urgent issues.
    • Trend Analysis: Review daily, weekly, and monthly trends in dispute case volumes and average closing times to assess team performance.
    • Detailed Case Insights: Drill down into individual dispute service cases for in-depth analysis.
    • Customizable Views: Credit card administrators can tailor dashboard views to suit their operational needs.
    • Multiple Access Points: Accessible through various navigation paths within ServiceNow, facilitating ease of use in different workflows.

    Key Indicators

    The dashboard includes multiple indicators that provide critical metrics related to dispute cases:

    • Number of closed cases that met or breached SLA on the day.
    • Open dispute cases that have breached SLA or have SLA elapsed greater than 80%.
    • Number of chargeback-related tasks and successful chargeback transactions.
    • Duration metrics representing time taken to close cases, broken down by age and service type.
    • Number of dispute write-offs and newly created cases on the day.
    • Breakdowns by age, card network, chargeback code, dispute reason, and service type for detailed analysis.

    Use Cases

    • Card Dispute Manager: Can monitor SLA breaches, dispute volumes over time, average case closing times, and drill into case details to drive timely resolution.
    • Credit Card Administrator: Has the ability to customize the dashboard views to align with operational priorities and reporting requirements.

    With the Dispute Management dashboard, you can get an insight into how your team and business are performing for the card service requests that were received for your financial services.

    Important:
    The Dispute Management dashboard has been modernized to give you a better user experience.

    You can monitor the status of card service cases from a single view. For any time that you specify, you can view the details for the closed cases that breached a Service Level Agreement (SLA), the open cases that need immediate attention, and the average closing times of the card cases.

    Required ServiceNow AI Platform roles

    • sn_bom_credit_card.dispute_manager, needed to see the dashboard widgets and data.
    • sn_bom_credit_card.admin, sn_bom_pa.admin, and pa_admin, needed to edit the dashboard.

    Access the Dispute Management dashboard

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

    Alternatively, you can navigate to All > Card Operations > 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 > Card 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.
    User Dashboard use
    Card dispute manager Needs to gain visibility into the status of the dispute cases and do the following tasks:
    • Monitor the open dispute cases that have breached a Service Level Agreement (SLA) or are about to breach an SLA and need attention
    • Monitor the daily, weekly, and monthly trends of the volume of dispute cases
    • Review the average closing time of cases
    • Drill down into the details in a dispute service case
    Credit card admin Needs to be able to customize views.

    Indicators

    Card Dispute.Number of closed cases with sla
    Number of the dispute cases that were closed that day within an SLA. The indicator is used to compare the number of cases closed that met SLA versus the number of cases that breached an SLA.
    Card Dispute.Number of open cases breached sla
    Number of the open dispute cases that day that breached an SLA.
    Card Dispute.Number of chargeback tasks
    Number of the tasks where the dispute was a chargeback.
    Card Dispute.Summed duration of closed cases
    Number of hours to close the dispute cases that day with Age and Service breakdowns.
    Card dispute.Number of open cases
    Number of the open dispute cases that day where the breakdown is Age.
    Card Dispute.Number of dispute write off
    Number of the dispute transactions where the outcome was a write off.
    Card Dispute.Number of successful chargebacks
    Number of the transactions where the outcome was a successful chargeback.
    Card Dispute.Number of closed cases
    Number of the dispute cases closed today where the breakdowns are Age and Service.
    Card Dispute.Number of closed cases with breached sla
    Number of the dispute cases closed that day that breached an SLA.
    Card Dispute.Open Cases with SLA Breached greater than 80%
    Number of the open dispute cases that day where the SLA-elapsed percentage is greater than 80 percent.
    Card Dispute.Number of created cases
    Number of the dispute cases that were created today.

    Breakdowns

    • Age
    • Card network
    • Chargeback code
    • Dispute reason
    • Service