Personal Deposit Operations dashboard

  • Release version: Zurich
  • Updated July 31, 2025
  • 5 minutes to read
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    Summary of Personal Deposit Operations dashboard

    The Financial Services Personal Deposit Operations dashboard, updated in the Zurich release, provides a comprehensive, modernized view into the performance of your team and business regarding deposit service requests. It enables you to monitor the status of deposit service cases, track trends over time, and drill down into case details—all from a single workspace. The dashboard highlights critical metrics such as open cases needing urgent attention, closed cases that breached SLAs, and average case closing times.

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    Access and Roles

    To view the dashboard, navigate within ServiceNow to Workspaces > Financial Services Workspace > Analytics Center or use alternative paths such as All > Deposit Operations > Analytics or the Platform Analytics Workspace. Specific roles are required to access or edit the dashboard:

    • snbomdepositb2c.manager: View dashboard widgets and data
    • snbomdepositb2c.admin, snbompa.admin, paadmin: Edit dashboard views

    Use Cases

    The dashboard serves different users within a financial services organization:

    • Deposit Manager: Gains visibility into deposit case statuses, monitors SLA breaches or impending breaches, tracks daily to monthly trends of case volumes, reviews average closing times, and drills down into case details.
    • Deposit Admin: Customizes dashboard views to tailor insights and reporting.

    Key Indicators and Metrics

    The dashboard includes various indicators that track the volume and status of deposit cases by service type and account type, such as:

    • Number of deposit cases created or open for services like originating deposit accounts, adding financial relationships, managing standing orders (add, modify, cancel, failed), and closing deposit accounts.
    • Counts of closed cases by account type (Personal Checking or Savings) and service category.
    • Open and closed case counts broken down by age and service type.
    • Cases closed within SLA versus those breaching SLAs, including open cases nearing SLA breach (greater than 80% elapsed).
    • Sum of hours to close cases and average time to close cases calculated by dividing total closure duration by number of closed cases.

    Practical Benefits for ServiceNow Customers

    This dashboard enables ServiceNow customers in financial services to efficiently monitor deposit operations with actionable insights. It helps prioritize cases requiring urgent attention, assess team performance against SLAs, and identify operational trends to improve service delivery. The customizable views and detailed breakdowns empower both managers and administrators to tailor the dashboard to their specific monitoring and reporting needs.

    With the Financial Services Personal Deposit Operations dashboard, you can get an insight into how your team and business are performing for the deposit service requests received for your financial services. You can monitor the status of the deposit service cases, see trends, and drill down into the details from a single view.

    Important:
    The Financial Services Personal Deposit Operations dashboard has been modernized to give you a better user experience.

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

    Required ServiceNow AI Platform roles

    • sn_bom_deposit_b2c.manager, needed to see the dashboard widgets and data.
    • sn_bom_deposit_b2c.admin, sn_bom_pa.admin, and pa_admin, needed to edit the dashboard.

    Access the Financial Services Personal Deposit Operations dashboard

    To access the Financial Services Personal Deposit Operations dashboard, navigate to Workspaces > Financial Services Workspace > Analytics Center (Analytics center icon.).

    Alternatively, navigate to All > Deposit 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 by navigating to All > Deposit 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. Financial Services Personal Deposit Operations dashboard use cases
    User Dashboard use
    Deposit manager Needs to gain visibility into the status of the deposit cases and do the following tasks:
    • Monitor the open deposit 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 deposit cases
    • Review the average closing time of the cases
    • Drill down into the details in a deposit service case
    Deposit admin Needs to be able to customize views.

    Indicators

    B2C Deposit.Originate deposit account created cases
    Number of the deposit cases that were created today where the deposit service is Originate deposit account.
    B2C Deposit.Add financial relationship created cases
    Number of the deposit cases that were created today where the deposit service is Add financial relationship.
    B2C Deposit.Add standing order created cases
    Number of the deposit cases that were created today where the deposit service is Add standing order.
    B2C Deposit.Cancel standing order created cases
    Number of the deposit cases that were created today where the deposit service is Cancel standing orders.
    B2C Deposit.modify standing order created cases
    Number of the deposit cases that were created today where the deposit service is Modify standing order.
    B2C Deposit.Failed standing order created cases
    Number of the deposit cases that were created today where the deposit service is Failed standing order.
    B2C Deposit.Close deposit account created cases
    Number of the deposit cases that were created today where the deposit service is Close deposit account.
    B2C Deposit.modify standing order open cases
    Number of the open deposit cases that day where the deposit service is Modify standing order.
    B2C Deposit.Originate deposit account open cases
    Number of the open deposit cases that day where the deposit service is Originate deposit account.
    B2C Deposit.Add standing order open cases
    Number of the open deposit cases that day where the deposit service is Add standing order.
    B2C Deposit.Failed standing order open cases
    Number of the open deposit cases that day where the deposit service is Failed standing order.
    B2C Deposit.Cancel standing order open cases
    Number of the open deposit cases that day where the deposit service is Cancel standing orders.
    B2C Deposit.Add financial relationship open cases
    Number of the open deposit cases that day where the deposit service is Add financial account relationship.
    B2C Deposit.Close deposit account open cases
    Number of the open deposit cases that day where the deposit service is Close deposit account.
    B2C Deposit.Number of account closure closed cases checkings
    Number of the deposit cases that were closed today where the deposit service is Close deposit account and the deposit account is Personal Checking Account.
    B2C Deposit.Number of account closure closed cases savings
    Number of the deposit cases that were closed today where the deposit service is Close deposit account and the deposit account is Personal Saving Account.
    B2C Deposit.Number of originate closed cases checking
    Number of the deposit cases that were closed today where the deposit account is Personal Checking Account.
    B2C Deposit.Number of originate closed cases savings
    Number of the deposit cases that were closed today where the deposit account is Personal Saving Account.
    B2C Deposit.Number of created cases savings
    Number of the deposit cases that were created today where the deposit account is Personal Saving Account and the deposit service is not Originate deposit account or Close deposit account.
    B2C Deposit.Number of created cases checkings
    Number of the deposit cases that were created today where the deposit account is Personal Checking Account and the deposit service is not Originate deposit account or Close deposit account.
    B2C Deposit.Number of open cases
    Number of the open deposit cases that day where the breakdown is Age.
    B2C Deposit.Number of closed cases
    Number of the deposit cases that were closed today with Age and Service breakdowns.
    B2C Deposit.Number of closed cases with sla
    Number of the deposit cases that were closed that day within an SLA. The indicator is used to compare the number of cases that were closed that met an SLA versus the number of cases that breached an SLA.
    B2C Deposit.Number of closed cases with breached sla
    Number of the deposit cases that were closed that day that breached an SLA.
    B2C Deposit.Number of open cases breached sla
    Number of the open deposit cases that day that breached an SLA.
    B2C Deposit.Open Cases with SLA Breached greater than 80%
    Number of the open deposit cases that day where the SLA-elapsed percentage is greater than 80 percent.
    B2C Deposit.Summed duration of closed cases
    Number of hours to close the deposit cases that day Age and Service breakdowns.
    B2C Deposit.Average time to close case
    Average number of hours to close the deposit cases where the breakdown is Service. The score is calculated according to this formula: 
    [B2C Deposit.Summed duration of closed cases]/[B2C Deposit.Number of closed cases]

    Breakdowns

    • Age
    • Service