Business Deposit Operations dashboard

  • Release version: Yokohama
  • Updated January 30, 2025
  • 5 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Business Deposit Operations dashboard

    The Financial Services Business Deposit Operations dashboard, updated in the Yokohama release, provides ServiceNow customers with a comprehensive view of their business deposit service requests. It enables teams to monitor the status of deposit cases, analyze trends, and drill down into case details from a centralized interface. The dashboard focuses on key metrics such as SLA breaches, case volumes, and average closing times to help improve operational performance.

    Show full answer Show less

    Key Features

    • Modernized User Experience: Enhanced interface for easier navigation and data visualization.
    • ServiceNow AI Platform Roles Required:
      • snbomdepositb2b.manager for viewing dashboard data and widgets.
      • snbomdepositb2b.admin, snbompa.admin, and paadmin for dashboard customization and editing.
    • Access Points: Accessible via Financial Services Workspace > Analytics Center, All > Deposit Operations > Analytics, or Platform Analytics Workspace. Legacy Core UI dashboard remains available post-upgrade.
    • Use Case Support: Designed for deposit managers to track SLA breaches, monitor daily to monthly case trends, and analyze average closing times. Deposit admins can customize views to meet specific needs.
    • Comprehensive Indicators: Tracks daily created and open deposit cases across various deposit services such as Originate deposit account, Add/Modify/Cancel standing orders, Add financial relationships, and Close deposit account. Differentiates cases by account types (Business Checking and Savings) and SLA status (met or breached).
    • Breakdowns and Metrics: Provides data breakdowns by Age of cases and Service type, including:
      • Number of open and closed cases
      • Cases closed within SLA versus breached SLA
      • Open cases with SLA elapsed greater than 80%
      • Summed duration and average time to close cases

    Benefits for ServiceNow Customers

    This dashboard empowers financial services teams to proactively manage deposit operations by highlighting cases requiring urgent attention and tracking SLA compliance. By leveraging detailed indicators and customizable views, deposit managers and administrators can improve operational efficiency, reduce case resolution times, and ensure better service quality for their customers.

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

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

    For any time period that you specify, you can view the details for the closed cases that breached an 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_b2b.manager, needed to see the dashboard widgets and data.
    • sn_bom_deposit_b2b.admin, sn_bom_pa.admin, and pa_admin, needed to edit the dashboard.

    Access the Financial Services Business Deposit Operations dashboard

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

    Alternatively, you can 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 as usual by navigating to All > Deposit Operations > Dashboard.

    Use cases

    For examples of how the different people in your organization can use this dashboard, see the use cases in the following table.
    Table 1. Financial Services Business 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 cases
    • Drill down into the details in a deposit service case
    Deposit admin Needs to be able to customize views.

    Indicators

    B2B Deposit.Originate deposit account created cases
    Number of the deposit cases that were created today where the deposit service is Originate deposit account.
    B2B Deposit.Add financial relationship created cases
    Number of the deposit cases that were created today where the deposit service is Add financial relationship.
    B2B Deposit.Add standing order created cases
    Number of the deposit cases that were created today where the deposit service is Add standing order.
    B2B Deposit.Cancel standing order created cases
    Number of the deposit cases that were created today where the deposit service is Cancel standing orders.
    B2B Deposit.modify standing order created cases
    Number of the deposit cases that were created today where the deposit service is Modify standing order.
    B2B Deposit.Failed standing order created cases
    Number of the deposit cases that were created today where the deposit service is Failed standing order.
    B2B Deposit.Close deposit account created cases
    Number of the deposit cases that were created today where the deposit service is Close deposit account.
    B2B Deposit.modify standing order open cases
    Number of the open deposit cases that day where the deposit service is Modify standing order.
    B2B Deposit.Originate deposit account open cases
    Number of the open deposit cases that day where the deposit service is Originate deposit account.
    B2B Deposit.Add standing order open cases
    Number of the open deposit cases that day where the deposit service is Add standing order.
    B2B Deposit.Failed standing order open cases
    Number of the open deposit cases that day where the deposit service is Failed standing order.
    B2B Deposit.Cancel standing order open cases
    Number of the open deposit cases that day where the deposit service is Cancel standing orders.
    B2B Deposit.Add financial relationship open cases
    Number of the open deposit cases that day where the deposit service is Add financial relationship.
    B2B Deposit.Close deposit account open cases
    Number of the open deposit cases that day where the deposit service is Close deposit account.
    B2B 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 Business Checking Account.
    B2B 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 Business Saving Account.
    B2B Deposit.Number of originate closed cases checking
    Number of the deposit cases that were closed today where the deposit account is Business Checking Account.
    B2B Deposit.Number of originate closed cases savings
    Number of the deposit cases that were closed today where the deposit service is Originate deposit account and the deposit account is Business Saving Account.
    B2B Deposit.Number of created cases savings
    Number of the deposit cases that were created today where the deposit account is Business Saving Account and the deposit service is not Originate deposit account or Close deposit account.
    B2B Deposit.Number of created cases checkings
    Number of the deposit cases that were created today where the deposit account is Business Checking Account and the deposit service is not Originate deposit account or Close deposit account.
    B2B Deposit.Number of open cases
    Number of the open deposit cases that day where the breakdown is Age.
    B2B Deposit.Number of closed cases
    Number of the deposit cases that were closed today with the Age and Service breakdowns.
    B2B 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 closed that met an SLA versus the number of cases that breached an SLA.
    B2B Deposit.Number of closed cases with breached sla
    Number of the deposit cases that were closed that day that breached an SLA.
    B2B Deposit.Number of open cases breached sla
    Number of the open deposit cases that day that breached an SLA.
    B2B Deposit.Open Cases with SLA Breached greater than 80%
    Number of the open deposit cases that day where an SLA-elapsed percentage is greater than 80 percent.
    B2B Deposit.Summed duration of closed cases
    Number of hours to close the deposit cases that day with the Age and Service breakdowns.
    B2B Deposit.Average time to close case
    Average number of hours to close the deposit cases where breakdown is Service. The score is calculated according to this formula: 
    [B2B Deposit.Summed duration of closed cases]/[B2B Deposit.Number of closed cases]

    Breakdowns

    • Age
    • Service