Client Lifecycle dashboard
Summarize
Summary of Client Lifecycle dashboard
The Financial Services Client Lifecycle dashboard in ServiceNow's Yokohama release provides comprehensive insights into client lifecycle case management. It offers a modernized, user-friendly interface to monitor case statuses, trends, and detailed data from a single location. Users can analyze open cases, new cases, and average case closing times for any specified period, enhancing transparency and operational efficiency.
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Access and Roles
To view or edit the dashboard, specific ServiceNow AI Platform roles are required:
- snbomclo.b2cmanager: Allows viewing dashboard widgets and data.
- snbomclo.b2cadmin: Grants permissions to customize and edit the dashboard.
Access the dashboard via:
- Workspaces > Financial Services Workspace > Analytics Center
- Client Lifecycle > Analytics
- Platform Analytics Workspace
Existing Core UI dashboard layouts remain accessible through All > Client Lifecycle > Dashboard for users upgrading from earlier versions.
Use Cases
The dashboard supports distinct roles within your organization:
- Account Managers can monitor real-time case status, track SLA breaches, review new cases by service or agent, analyze average case closing times, and drill into detailed case categories.
- Account Administrators perform all Account Manager functions plus customize dashboard views to tailor insights.
Key Indicators
- Open Cases - SLA Breached: Percentage of open cases that have breached SLAs, calculated from the ratio of breached SLA cases to total open cases.
- Open Cases - SLA About to be Breached: Average open cases per agent approaching SLA breach on a selected date.
- Open Cases by Age: Average age of open cases in days to understand case aging trends.
- Average Time to Close in Last 30 Days: Average duration to close cases, segmented by service, agent, or assignment group.
- New Cases vs. Closed Cases: Comparison of new versus closed cases by service, agent, or group.
- Closed Cases - SLA Met vs. SLA Breached: Distribution of closed cases that met or breached SLAs.
Filters
The dashboard includes filters such as Age Bucket, which categorizes Client Lifecycle cases by age ranges in days, enabling focused analysis based on case duration.
This dashboard empowers ServiceNow customers in financial services to effectively monitor and manage client lifecycle cases, optimize team performance, and maintain SLA compliance through actionable insights and customizable views.
With the Financial Services Client Lifecycle dashboard, you can get insight into how your team and business are performing for the client lifecycle cases.
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
- sn_bom_clo.b2c_manager, required to view the dashboard widgets and data.
- sn_bom_clo.b2c_admin, required to edit the dashboard.
Access the Financial Services Client Lifecycle dashboard
To access the Financial Services Client Lifecycle 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 |
|---|---|
| Account Manager | Needs to gain visibility into the real-time status of Client Lifecycle cases and do the following tasks:
|
| Account Administrator | Needs to perform all the Account Manager tasks plus customize views. |
Indicators
- 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
Age.
Filters
| Name | Type | Description |
|---|---|---|
| Age | Bucket | Shows the age ranges in days for the Client Lifecycle cases. |