---
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


---

# Intelligent Servicing for Fraud dashboard

# Intelligent Servicing for Fraud dashboard {#ariaid-title1}

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

Intelligent Servicing for Fraud contains a preconfigured dashboard with actionable data
visualizations that can help your organization improve your business processes and quantify the
value of self-service.

The Intelligent Servicing for Fraud dashboard enables you to monitor the status of
fraud cases, see trends, and drill down into details from a single view. For any given duration,
you can view the details for closed cases that breached SLA and open cases that need immediate
attention.  
Figure 1. Intelligent Servicing for Fraud dashboard

## Required ServiceNow AI Platform roles {#intelligent-servicing-for-fraud-dashboard__section_hqm_w3z_ypb}

* sn_bom_fraud.manager, needed to see the dashboard widgets and data.
* sn_bom_fraud.admin, needed to edit the dashboard.
{#intelligent-servicing-for-fraud-dashboard__ul_uks_ypt_rlb}

## Access the Intelligent Servicing for Fraud dashboard {#intelligent-servicing-for-fraud-dashboard__section_jqm_w3z_ypb}

To open the dashboard, navigate to AllPlatform AnalyticsLibraryDashboards, then select the Fraud Management
tile.

## Use cases {#intelligent-servicing-for-fraud-dashboard__section_kqm_w3z_ypb}

For examples of how different people in your organization would use this dashboard, see these use cases.{#intelligent-servicing-for-fraud-dashboard__table_lqm_w3z_ypb__entry__2}

| User | Dashboard use |
|-|-|
| Fraud manager | Needs to gain visibility into the status of fraud cases and do the following: * Monitor open fraud cases that have breached an SLA (Service Level Agreement) or are about to breach an SLA and hence need attention * Monitor the volume of fraud cases for each fraud category and their trend * Review the average closing time of cases for each category * Drill down into details in a fraud category {#intelligent-servicing-for-fraud-dashboard__ul_yyn_kjt_tnb} |
| Fraud admin | Needs to be able to customize views. |
[Table 1. Use cases for using the Intelligent Servicing for Fraud dashboard]

{#intelligent-servicing-for-fraud-dashboard__table_lqm_w3z_ypb}

## Indicators {#intelligent-servicing-for-fraud-dashboard__section_mqm_w3z_ypb}

Number of closed cases breached SLA
:   Count of closed fraud cases in a day that have breached SLA.

Number of closed cases with SLA
:   Count of fraud cases closed that day within SLA. This indicator is used to compare the
    number of cases closed that met SLA vs. cases that breached SLA.

Number of closed cases
:   Count of closed fraud cases in selected time period where breakdowns are Fraud Source,
    Service and Risk classification.

Fraud Cases with writeoff
:   For selected time period, this holds the total writeoff amount of closed fraud cases that
    underwent write-off process where breakdown is Service.

Fraud Cases with recovery option
:   For selected time period, this holds the total recovery amount of closed fraud cases that
    underwent recovery process where breakdown is Service.

Open Cases
:   Count of cases open as of today. The indicator is used to compare and see the trend of the
    number of cases created vs. cases closed vs. open cases.

Number of cases created
:   Count of new fraud cases created today. The indicator is used to compare and see the trend
    of the number of cases created vs. cases closed vs. open cases.

Average time to close case
:   Breakdown of average number of hours to close fraud cases. The score is calculated as:
    \[FSO Fraud.Summed duration of closed cases\]/\[ FSO Fraud.Number of closed cases\]

## Breakdowns {#intelligent-servicing-for-fraud-dashboard__section_nqm_w3z_ypb}

* Fraud service
* Fraud source
* Fraud risk classification
{#intelligent-servicing-for-fraud-dashboard__ul_oqm_w3z_ypb}

## Filters {#intelligent-servicing-for-fraud-dashboard__section_rqm_w3z_ypb}

{#intelligent-servicing-for-fraud-dashboard__table_sqm_w3z_ypb__entry__3}

| Name | Type | Description |
|-|-|-|
| Fraud service | Choice | Shows all active services defined for the Fraud case \[sn_bom_fraud_case\] table. |
| Fraud risk classification | Choice | Shows all active risk classifications for the Fraud case \[sn_bom_fraud_case\] table. |
| Fraud source | Choice | Shows all active source types for the Fraud case \[sn_bom_fraud_case\] table. |
[Table 2. Filters available in the Intelligent Servicing for Fraud dashboard]

{#intelligent-servicing-for-fraud-dashboard__table_sqm_w3z_ypb}

*[\>]: and then