Dispute Management dashboard
Summarize
Summary of Dispute Management dashboard
The Dispute Management dashboard in ServiceNow provides financial services teams with a comprehensive view of card service request cases related to disputes. This modernized dashboard enhances the user experience by consolidating key metrics and case statuses into a single, easy-to-monitor interface. It helps users track open dispute cases, closed cases that breached Service Level Agreements (SLAs), and average case closing times over any specified time frame.
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Access to the dashboard requires specific ServiceNow AI Platform roles to view or edit the dashboard widgets and data.
Access
- Navigate to Workspaces > Financial Services Workspace > Analytics Center
- Alternatively, access via All > Card Operations > Analytics
- Available from the Platform Analytics Workspace as well
- Users upgrading from earlier versions can still access the classic Core UI dashboard via All > Card Operations > Dashboard
Use Cases
- Card Dispute Manager: Monitors open dispute cases, especially those breaching or nearing SLA breaches, reviews trends in dispute volumes daily to monthly, analyzes average closing times, and drills down into individual dispute case details.
- Credit Card Admin: Customizes dashboard views to tailor data presentation and monitoring according to organizational needs.
Key Indicators
The dashboard displays critical metrics to help monitor and manage dispute cases effectively:
- Number of closed cases with SLA: Cases closed on the same day within SLA, enabling comparison of SLA compliance versus breaches.
- Number of open cases breached SLA: Open dispute cases currently breaching SLA.
- Number of chargeback tasks: Tasks categorized as chargebacks within disputes.
- Summed duration of closed cases: Total hours taken to close cases, with breakdowns by age and service.
- Number of open cases: Open dispute cases analyzed by age.
- Number of dispute write-offs: Dispute transactions resulting in write-offs.
- Number of successful chargebacks: Transactions where chargebacks were successful.
- Number of closed cases: Closed dispute cases with age and service breakdowns.
- Number of closed cases with breached SLA: Closed cases that breached SLA on the day.
- Open cases with SLA breached > 80%: Open cases where SLA elapsed percentage exceeds 80%, indicating urgent attention needed.
- Number of created cases: New dispute cases created on the same day.
Breakdown Categories
The dashboard allows data segmentation by:
- Age of cases
- Card network
- Chargeback code
- Dispute reason
- Service type
This granularity enables targeted analysis and operational decision-making to improve dispute resolution efficiency and SLA compliance within your financial services operations.
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.
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 (
).
Alternatively, you can navigate to .
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 .
Use cases
| User | Dashboard use |
|---|---|
| Card dispute manager | Needs to gain visibility into the status of the dispute cases and do the following tasks:
|
| 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