How to Add a New List to the Customer Information Tab in Customer Central

[SaiNehaL]

Overview:

Customer Central provides customer service agents with a single, centralized view of all customer-related information. Customer service agents can access Customer Central directly from Interaction, Case, Account, Contact, and Consumer records.

Customer Central is presented through two key views:

• Customer Information
• Customer Activity

The Customer Information view displays key information about the customer and a view of all recent customer touch points with the service organization. It contains a number of predefined lists, reports, and report groups, or you can create your own. 

Steps to Add a New List in the Customer Information Tab:

1. Open UI Builder and navigate to the Customer Central Experience.

2. Open the Customer Information page.

3. Here, we take an example of adding a Knowledge Articles list that is displayed based on the Account. The relationship is determined dynamically by matching the Account name with the Knowledge Base title or Knowledge Category.

4. Duplicate an existing list component on the page.

5. Configuration to the duplicated list component
Set the Table to Knowledge.
Under Default display section, add the filter as script to dynamically control which Knowledge Articles are displayed based on the current record context.

For Contact records:

• Knowledge Articles are filtered using the associated Account
• kb_knowledge_base.title=${account.displayValue}^ORkb_category.label=${account.displayValue}

For Account records:

• Knowledge Articles are filtered directly using the Account name
• kb_knowledge_base.title=${name.displayValue}^ORkb_category.label=${name.displayValue}
  
  

function evaluateProperty({
    api
}) {
    var encodedQuery = "active=true^ORDERBYDESCsys_created_on";
    if (!api || !api.data || !api.data.cc_customer_information_1) return encodedQuery;
    
    //fetch data brokers result
    var {
        contextInfo,
        customerInfo
    } = api.data.cc_customer_information_1;

    //apply dynamic filters based on above data
    if (contextInfo) {
        var {
            contextTable,
        } = contextInfo;

        var {
            account,
            name
        } = customerInfo;
        
        switch (contextTable) {
            case "customer_contact":
                encodedQuery += `^kb_knowledge_base.title=${account.displayValue}^ORkb_category.label=${account.displayValue}`;
                break;
            case "customer_account":
                encodedQuery += `^kb_knowledge_base.title=${name.displayValue}^ORkb_category.label=${name.displayValue}`;
                break;
        }
    }
    return encodedQuery;
}​

6. Event Handlers

When a list component is duplicated, the event handlers are automatically copied along with it.

As a result, When a user clicks on a link in the list, the handler automatically redirects to the corresponding record using the "List row clicked handler" client script.

For the Knowledge Articles, it will redirect to "kb_view" Page

7. Final Result

Once configured, the new Knowledge Articles list appears in the Customer Information tab, allowing agents to quickly access relevant articles.