--- sourceDocument: Australia Financial Services Operations sourceDocumentLink: https://www.servicenow.com/docs/r/australia/financial-services-operations Release : - australia ft:locale : - en-US ft:publication_title : - Australia Financial Services Operations ft:clusterId : - finso bundleId : - finso workflow : - Customer and Industry --- # Customer 360 page # Customer 360 page for Agentic Contact Center for Banking {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Customer 360 page for Agentic Contact Center for Banking The Customer 360 page is designed to provide customer service representatives (CSRs) in banking with a unified, AI-enhanced view of a customer's profile and financial details. It supports both retail (B2C) consumers and commercial (B2B) accounts, dynamically adapting the layout based on customer type. CSRs can access this page from the Interaction page or directly when reviewing customers outside of calls. The page opens in a separate tab and consolidates comprehensive customer information such as account details, transaction history, and service cases. Show full answer Show less ## Key Features * **Customer summary:** An AI-generated overview that highlights the customer's duration with the bank, active accounts, recent transactions, and financial standing including defaults or delinquencies. * **Financial overview:** Displays key financial metrics through summary cards: * Total deposit balances (savings, checking, fixed deposits) * Total available credit (credit cards, overdrafts, lines of credit) * Total money owed (unpaid loans and credit card balances) Cards indicate "$0" if the value is zero or "No account available" if no relevant products exist. * **Accounts and transactions:** Lists all active financial accounts with masked account numbers, balances, and statuses. Recent transactions are shown with details, sorted by most recent first. * **Cases:** Displays all service cases linked to the customer, including those created by other agents or via self-service. Cases can be filtered and sorted by various parameters and opened for detailed review. * **Other sections:** Varies by customer type. * **Customer details:** For accounts, shows company info and contacts; for consumers, shows personal details. * **Interaction history:** Lists recent logged interactions. * **Contacts/Household members:** Lists authorized contacts for accounts or household members for consumers (requires plugin). * **Contextual side panel:** Provides access to tools like activity stream, attachments, templates, recommended actions, and related items to support efficient case handling. * **Actions:** * **Ask Otto:** Opens the AI agent panel to surface customer insights leveraging profile and financial data. * **Create case:** Allows quick creation of new cases for the customer. ## Practical Benefits for ServiceNow Customers By using the Customer 360 page, CSRs gain a comprehensive, real-time understanding of customers' financial relationships and interactions, enabling faster, more informed service delivery. The integration of AI-generated summaries and insights simplifies complex financial data, improving decision-making and customer engagement. The ability to view and manage cases and transactions within the same interface streamlines workflows and enhances productivity in banking customer support scenarios. The Customer 360 page provides customer service representatives (CSRs) with an AI-enhanced, comprehensive view of a customer's profile, financial standing, account details, transaction history, and service cases. This page gives CSRs a unified view of a customer's relationship. CSRs can open it by selecting the customer's name from the Interaction page contact card, or navigate to it directly when reviewing a customer outside of a call. The page opens in a separate tab. It supports both retail (B2C) consumer profiles and commercial (B2B) account profiles, with the page layout adapting dynamically to reflect the customer type. Note: When viewing the page for an account's primary contact, a variant of the page displays the details of the associated account. No AI elements are displayed on this page. ## Customer summary {#customer-360-agentic-contact-center-for-banking__section_central_area} The customer summary is an AI-generated summary that provides the CSR with a concise overview of the customer's relationship with the bank. The summary includes information such as: * How long the customer has been with the bank * A brief overview of the customer's active accounts * A summary of recent transactions * An assessment of the customer's financial standing, including any defaults, delinquencies, and transaction patterns {#customer-360-agentic-contact-center-for-banking__ul_ojl_c4r_q3c} ## Financial overview {#customer-360-agentic-contact-center-for-banking__section_lvv_j32_m3c} The following summary metric cards display the customer's financial position: * Total deposit: The combined balance across the customer's deposit products, including savings accounts, checking accounts, and fixed-term deposits (certificates of deposit). Calculated as the sum of balances across deposit and investment accounts. * Total available credit: The remaining available balance across billing products, including credit cards, overdraft facilities, and lines of credit. Calculated as the sum of available balances across credit card accounts. * Total money owed: The total outstanding amount the customer owes the bank, including unpaid loan balances and outstanding credit card balances. Calculated as the sum of balances across line of credit and loan accounts. {#customer-360-agentic-contact-center-for-banking__ul_b2n_sy1_l3c} When a metric applies but the value is zero, the card displays $0. When no relevant product exists for the customer (for example, no credit card account is on record) the card displays No account available. ## Accounts and transactions {#customer-360-agentic-contact-center-for-banking__section_jkc_k32_m3c} The Accounts section displays a list of all active financial accounts held by the customer. When an account is selected, a card displays the product name, masked account number (last four digits visible), balance, and account status. Recent transactions display for the selected customer account, showing description, posted date and time, amount, and transaction type (debit or credit). Transactions are sorted with the most recent first. ## Cases {#customer-360-agentic-contact-center-for-banking__section_odh_t32_m3c} The Cases section shows all cases associated with the customer, including cases created by other agents or submitted by customers through the self-service portal. The list displays with case number, date and time, service definition, status, and assigned agent. Cases are sorted by date and time by default, with the most recent first. CSRs can filter cases by case number, financial account, state, and case owner, and can sort cases by case number, date and time, case type, case status, and assigned agent. Selecting a case number opens the case record. ## Other page sections {#customer-360-agentic-contact-center-for-banking__section_left_panel} The following table lists other sections in the Customer 360 page. Its contents vary depending on whether the customer is a retail consumer (B2C) or a commercial account (B2B). {#customer-360-agentic-contact-center-for-banking__table_pjl_c4r_q3c__entry__3} | Name | Customer type | Description | |-|-|-| | Customer details | Account | Displays the account name, primary contact, phone number, email address, industry, and doing-business-as name. | | Customer details | Consumer | Displays the consumer's name, address information, date of birth, nationality, phone number, and email. | | Interaction history | Both | Lists recent interactions logged against the account or consumer, displayed with the most recent first. | | Contacts | Account | Lists all authorized contacts associated with the account, showing each contact's name and email address. A corporate account can have multiple authorized contacts depending on the organization's size. | | Household members | Consumer | Lists individuals linked to the retail consumer, such as family members or authorized representatives. If no household members have been added, the section displays a message indicating that none are on record. Note: This displays when the Customer Service Household plugin is installed. | [Table 1. Page sections] {#customer-360-agentic-contact-center-for-banking__table_pjl_c4r_q3c} ## Contextual side panel {#customer-360-agentic-contact-center-for-banking__section_contextual_side_panel} The contextual side panel appears on the right side of the page and provides access to supplementary tools and related record information. The following default CSM components are available in the panel: * Activity stream * Attachments * Templates * Recommended Actions * Related items {#customer-360-agentic-contact-center-for-banking__ul_qjl_c4r_q3c} ## Actions {#customer-360-agentic-contact-center-for-banking__section_customer_insights} The following table shows the available actions in the Customer 360 page. {#customer-360-agentic-contact-center-for-banking__table_rjl_c4r_q3c__entry__2} | Name | Description | |-|-| | Ask Otto | Opens the ServiceNow Otto panel and initiates the Banking CSR customer insights AI agent. This agent uses the customer's profile and financial data to surface insights. See [Agentic Contact Center for Banking AI agents overview](https://www.servicenow.com/docs/o6sp4KvbhYbuOfjAmcSPxQ "Agentic Contact Center for Banking uses AI agents to enhance customer service by providing customer support representatives with intelligent assistance during interactions. The Banking CSR Customer Insights and Banking CSR Support agents help reduce handling time, enable proactive outreach, and deliver personalized customer experiences through AI-driven analysis and contextual insights.") for more information. | | Create case | Opens the Create new case window to create a case for the customer. | [Table 2. Available actions] {#customer-360-agentic-contact-center-for-banking__table_rjl_c4r_q3c} **Related concepts** * [Exploring Agentic Contact Center for Banking](https://www.servicenow.com/docs/pBtKWftdgI9pWYvd26qU9A "Learn more about how Agentic Contact Center for Banking enables customer service representatives (CSRs) to handle calls more efficiently, reduce research time, and improve interaction quality.") * [Interaction page for Agentic Contact Center for Banking](https://www.servicenow.com/docs/Syn9EgOxnncX878U2QCAEg "The Interaction page provides customer service representatives (CSRs) with a consolidated view of customer details, live call transcript analysis, and AI-driven assistance during active customer interactions.") **Related topics** * [CSM Configurable Workspace](https://www.servicenow.com/docs/access?context=csm-workspaces-configure&version=australia&pubname=australia-customer-service-management&ft:locale=en-US)