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sourceDocument: Xanadu Platform Analytics
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/now-intelligence

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ft:publication_title :

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# Example of Process Mining for Financial Services Operations

# Example of Process Mining for Financial Services Operations {#ariaid-title1}

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

Analyze a process for financial services cases and identify bottlenecks to minimize
delays in the case flow for a better customer experience.

Say you are a process analyst in your financial institution where you must submit analysis on current processes associated with financial services cases. You can use the Analyst Workbench to access the mined processes for the
project definition for financial services payment operations, loan operations, and complaint management.  
You can analyze the case process flow and suggest ways to improve the processes by using the following workflow, for example, for Loan deferment in B2C project definition:

1. Select View in Workspace from the selected project. The Analyst Workbench opens in a new tab.

   You can observe the average duration that a Loan deferment case record takes to be closed.
2. View metrics of the process map by setting the Primary Metric and Secondary Metric lists to Unique Occurrences and Average Duration, respectively.
3. Refine the process map by selecting Refine and selecting a connection width to see the full list of metrics.

   You can observe the state transitions and their duration.
4. In the Filters tab, set up the Breakdown filters list for categories and use the activity transitions filters to filter out the records.
5. In the Variation Analysis tab, you can view the routes taken by the records, number of case in a route, the average duration and the number of steps involved in the route. Selecting a route highlights the route in the map.
6. Add notes to the project by selecting the notes icon (![]()) and submit an analysis.
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Figure 1. Process Mining for Loan deferment in B2C
**Related concepts**   

* [Analyzing and getting process insights](https://servicenow-prod.fluidtopics.net/8iv~u~3ZQcsFFKfWQCq_8g "Visualize and analyze your business flows from automated process data, and act on those insights.")
* [Content pack for Financial Services Operations](https://servicenow-prod.fluidtopics.net/JHYMfSY92gyHwuXUZsXWwA "Using the Process Mining content pack with Financial Services Operations (FSO) enables you to analyze processes relevant to your KPIs, and identify bottlenecks associated with FSO cases.")