---
sourceDocument: Xanadu Financial Services Operations
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/financial-services-operations

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Financial Services Operations

ft:clusterId :

    - finso

bundleId :

    - finso

workflow :

    - Customer and Industry


---

# Financial Services Client Lifecycle dashboard

# Financial Services Client Lifecycle dashboard {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

With the Financial Services Client Lifecycle dashboard, you can get insight into how your team and business are performing for the client lifecycle cases.  
Important:  
The Financial Services Client Lifecycle dashboard has been modernized to give you a better user experience.

You can monitor the status of the client lifecycle cases, see trends, and drill down into the details from a single view. For any time that you specify, you can view the details for the open cases, the new cases, and the average
closing times of the client lifecycle
cases.

## Required ServiceNow AI Platform roles {#fso-client-lifecycle-dashboard__section_d3k_hwc_fqb}

* sn_bom_clo.b2c_manager, required to view the dashboard widgets and data.
* sn_bom_clo.b2c_admin, required to edit the dashboard.
{#fso-client-lifecycle-dashboard__ul_uks_ypt_rlb}

## Access the Financial Services Client Lifecycle dashboard {#fso-client-lifecycle-dashboard__section_f3k_hwc_fqb}

To access the Financial Services Client Lifecycle dashboard, navigate to WorkspacesFinancial Services WorkspaceAnalytics Center (![Analytics center icon.]()).

Alternatively, you can navigate to Client LifecycleAnalytics.

You can also access the dashboard from the Platform Analytics
Workspace. For more information about the Platform Analytics
Workspace, see [Analytics Center](https://www.servicenow.com/docs/access?context=analytics-center&version=xanadu&pubname=xanadu-now-intelligence&ft:locale=en-US).

If you have upgraded from an earlier version, you can access the existing Core UI dashboard layout as usual by navigating to AllClient LifecycleDashboard.

## Use cases {#fso-client-lifecycle-dashboard__section_g3k_hwc_fqb}

For examples of how different people in your organization can use this dashboard, see the use cases in the following table.{#fso-client-lifecycle-dashboard__table_h3k_hwc_fqb__entry__2}

| User | Dashboard use |
|-|-|
| Account Manager | Needs to gain visibility into the real-time status of Client Lifecycle cases and do the following tasks: * Monitor all the open cases that have breached an Service Level Agreement (SLA * Monitor all the open cases according to the agent and age * Review all the new cases for a service, agent, or agent group * Review the average closing time of the cases for a service, agent, or group within 30 days * Drill down into the details in a category {#fso-client-lifecycle-dashboard__ul_yyn_kjt_tnb} |
| Account Administrator | Needs to perform all the Account Manager tasks plus customize views. |
[Table 1. Use cases for using the Financial Services Client Lifecycle dashboard]

{#fso-client-lifecycle-dashboard__table_h3k_hwc_fqb}

## Indicators {#fso-client-lifecycle-dashboard__section_i3k_hwc_fqb}

Open Cases - SLA Breached
:   Percentage of the open cases that breached an SLA. The data is calculated from this formula:

        [[Number of open Cases with Breached SLAs]] / [[Number of Open Cases]] * 100

Open Cases - SLA About to be Breached
:   Average number of the open cases for an agent on a day that you specify. The data for this indicator is collected from the \[task_sla\] table.

Open Cases by Age
:   Breakdown score and trend of open cases by age in days. The data is calculated from this formula:

        [[Summed age of Open Cases]] / [[Number of Open Cases]] / 24

Average Time to Close in Last 30 Days
:   Breakdown of the average closing time in days of the cases by the service, agent, or assignment group in the last seven days. The data is calculated from this
    formula:

         [[B2C CLO.Summed duration of closed cases]]/[[B2C CLO.Number of closed cases]]

New Cases vs. Closed Cases
:   Breakdown of the new cases by the service, agent, or agent group versus the closed cases. The data for the cases is collected from the \[sn_bom_clo_service\] table.

Closed Cases - SLA Met vs. SLA Breached
:   Cases where the SLAs were met versus the cases where the SLAs were breached. The data for the cases is collected from the \[sn_bom_clo_service\] table.

## Breakdowns {#fso-client-lifecycle-dashboard__section_j3k_hwc_fqb}

Age.

## Filters {#fso-client-lifecycle-dashboard__section_n3k_hwc_fqb}

The following table shows the available filters in the Client Lifecycle dashboard.{#fso-client-lifecycle-dashboard__table_o3k_hwc_fqb__entry__3}

| Name | Type | Description |
|-|-|-|
| Age | Bucket | Shows the age ranges in days for the Client Lifecycle cases. |
[Table 2. Filters available in the Client Lifecycle dashboard]

{#fso-client-lifecycle-dashboard__table_o3k_hwc_fqb}

*[\>]: and then