Dispute agent workspace

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Dispute Agent Workspace

    The Dispute Agent Workspace is designed to streamline and enhance the workflow for dispute agents within Financial Services Operations. It provides a centralized interface that aligns with back-end processes, enabling easier decision-making and effective case management throughout the dispute lifecycle.

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    Key Features

    • Role Requirements: Access to the disputes page requires either the snbomcreditcard.admin or snbomcreditcard.disputeagent roles. The widgets and data displayed are role-dependent.
    • Dashboard Overview: The landing page includes sections for your cases and tasks, a comparison of open vs. resolved cases, SLAs that are breached or at risk, agent workload, and team cases and tasks.
    • Dispute Lifecycle: The process consists of three main stages: Initiate (submit a dispute), Processing (investigate the dispute), and Closure (close the case). Each transaction within a dispute is presented in a visual process-based layout for clarity.
    • Task Management: Agents can view all open tasks with visibility into their SLAs and current states. Actions can be taken directly within the task details without navigating away, and agents can attach documents and write work notes that appear in the activity stream.

    Key Outcomes

    By utilizing the Dispute Agent Workspace, agents can expect improved efficiency in managing dispute cases, easier tracking of workloads, and a structured approach to resolving disputes. The visual layout aids in faster decision-making and ensures timely resolutions, enhancing overall service delivery in financial operations.

    The dispute agent workspace provides a single, streamlined, and consistent workflow for agents. This workspace offers alignment with back‑end process steps and easier decision‑making through each stage of a dispute. The landing page provides an overview of your cases and tasks, which helps to monitor your workload, focus on high-priority items, and track the status of disputes.

    Role required: To access the disputes page, you need to have these roles: sn_bom_credit_card.admin or sn_bom_credit_card.dispute_agent.

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

    User interface of Dispute workspace

    The disputes workspace for Financial Services Operations provides a centralized interface for managing and resolving dispute cases. As a dispute agent, you can resolve disputes in a visual and consistent workflow by handling chargebacks, fraud reports, duplicate transactions, SLAs, and ensure timely resolutions.

    Let's understand the Financial Services Operations disputes page.Dashboard of the tasks opened

    The Card Dispute Landing Page consists of a dashboard with the following sections.
    • Your cases and tasks.
      • Open vs resolved cases and task
      • SLAs breached or at risk
      • Agent workload
    • Team cases and tasks

    Dispute life cycle

    The dispute life cycle of Financial Services Operations includes the following stages:
    • Initiate: Submit a dispute case in a playbook

      Dispute displayed as playbook

    • Processing: Investigate the dispute. In this stage, each transaction within a dispute case is presented as a process-based layout. This layout visually represents the distinct stages of the investigation workflow for that specific transaction.
      The Processing stage includes these stages:
      1. Investigate
      2. Chargeback
      3. Complete
    • Closure: Close the case.
    The dispute agent has continuous visibility into key financial transaction details while working on tasks, regardless of the transaction's stage.
    The Dispute Workspace displays a list of all open tasks for the agent, each showing its SLA and current State.
    • When the agent selects a task, the task details expand and the Activity stream shifts down.
    • The agent can take action on a task directly within the expanded view without navigating to another tab.
    • The agent can attach documents related to the task within the task detail section.
    • The agent can write work notes for the task, which appears in the activity stream once the task is saved.
    • After a task is complete, it automatically moves to the Closed tab.
    Note:
    If Card Data Security is installed and configured, Attachments in the contextual side panel will handle files differently in transaction records. For more information, see Manage attachments in Card Data Security.