Customer Central

  • Release version: Zurich
  • Updated July 31, 2025
  • 3 minutes to read
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    Summary of Customer Central Release version: Zurich

    Customer Central is designed to streamline customer service agents' access to vital customer information, enabling efficient issue resolution. Agents can view customer details through two primary views: Customer Information and Customer History, accessible within the CSM Configurable Workspace.

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    Key Features

    • Customer Information View: Displays essential customer data and recent interactions. Highly configurable lists and reports are available, with options to set the display duration of the data.
    • Customer History View: Offers an activity feed of recent customer interactions, with filters and facets to refine the data displayed. Users can customize categories and date ranges.
    • Chat Summarization: Provides AI-generated summaries of chat interactions, aiding agents in quickly grasping the context of conversations. Full transcripts are available if summaries are not accessible.
    • Customer History Component: Consolidates history information based on interaction records, with search and filter options. It can be added to various record pages and may include a Call Transcript tab, depending on configuration.

    Key Outcomes

    With Customer Central, service agents can expect improved service efficiency and enhanced customer support through centralized access to customer histories and interactions. The integration of AI features simplifies the understanding of past communications, ultimately leading to faster resolutions of customer issues.

    The Customer Central application is now available through the ServiceNow Store, ensuring that any future enhancements are delivered seamlessly. For further actions, users can configure and utilize the features of Customer Central as needed.

    Customer Central provides customer service agents with all the information about the customer in one central place. It enables them to quickly zoom in on the customer issues and provide efficient and supportive service to their customers.

    Customer service agents or location agents can view customer central on the interaction, case, account, contact, or consumer records in CSM Configurable Workspace in the form of two views: Customer Information and Customer History.

    Starting with the Yokohama release, the Customer History component displays customer activity information on some record pages in CSM Configurable Workspace.

    Customer Information view

    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, records, reports, and report groups that are highly configurable, or you can create your own. You can also configure the number of days to display the data for.
    Customer Information tab displaying customer contact information and recent engagements with the customer, including chat interactions, high priority, and recent cases and phone calls.

    Customer History view

    The Customer History view displays all the recent customer touch points with the service organization in the form of an activity feed. If the Enable facets check box is selected in UI Builder, facets appear on the left-hand side. Otherwise, a filter icon is displayed. The data in the activity feed is displayed based on the facet or filter you select. It contains a number of predefined categories and activities that are highly configurable, or you can create your own. You can also select a date range to display the data for.
    Customer History tab listing different categories of customer engagement activities and the activity feed details for a selected facet.

    Chat summarization

    Agents can see an AI-generated chat summary instead of a full transcript so that they can quickly understand the past interaction and resolve a customer issue. An interaction chat summary in the Customer History tab provides the context about the chat conversation between the agents and customers.

    An AI icon and tooltip are displayed before the summary which indicate that the summary is generated by Now Assist.

    This feature has the following dependencies:
    • Now Assist for CSM (sn_csm_gen_ai)
    • UXC Generative AI (sn_uxc_gen_ai)

    When these plugins are not installed or the chat summary is unavailable, agents can see the entire conversation transcript to access the chat history.

    Chat summary of conversation between the agent and customer is displayed in the activity feed of the Customer History tab.

    Customer History component

    The Customer History component displays customer, consumer, or account history information, depending on the field selections on the interaction record. This component displays the information previously displayed in the Customer Activity tab.

    Customer History component with search bar, filter, and facets

    The Customer History component includes the Customer tab. This tab displays customer, consumer, or account history information, depending on the customer information provided on the interaction record. This tab includes a search field, filter, and date range selector that agents can use to find specific information in the history.

    The Customer History component is available on the following record pages in CSM Configurable Workspace:

    Users with the system administrator role can add this component to a record page in UI Builder and configure the component properties.

    The Customer History component can be configured to display a Call Transcript tab. This tab displays the text of the live call transcript when a conversation record is present for the interaction.
    Note:
    The Call transcript tab is visible to users if configured in the provider application associated with the interaction.
    • This tab displays the text of the call transcript when a conversation record is present for the interaction.
    • This tab displays the following text when a conversation record is not present for the interaction record: Call transcript not available yet.

    The Call transcript tab is visible to users if configured in the provider application associated with the interaction.

    For more information about the Customer history component, see the following topics:

    Customer Central plugin

    The Customer Central application (com.sn_csm_customer_central) is activated with the CSM Configurable Workspace application (com.snc.uib.csm_agent_workspace). The CSM Configurable Workspace application is activated with the Customer Service plugin (com.sn_customerservice).

    Starting with the Yokohama release, the Customer Central application (com.sn_csm_customer_central) has moved to the ServiceNow Store. Any new enhancements to this application are delivered through the Customer Central store app.

    Request apps from the ServiceNow Store

    Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.