--- 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 Insurance {#ariaid-title1} Release version: Australia Updated May 26, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 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 Insurance The Customer 360 page in the Agentic Contact Center for Insurance provides Customer Service Representatives (CSRs) involved in policy and claims servicing with a unified, consolidated view of customer information. This includes profiles, policies, coverage details, and AI-generated summaries, all drawn from core insurance systems and CRM. The page supports both individual and corporate customers and adapts the displayed information based on the CSR's role and scope. Show full answer Show less ## Key Features * **Unified Customer View:** CSRs can access the Customer 360 page via the Interaction page contact card or directly when reviewing customers outside of calls. * **Customer Details:** Displays contact information, address, nationality, date of birth, and household members (if the CSM Household plugin is installed, for B2C customers). * **Interaction History:** Shows a timeline of past interactions with filtering options and brief captions for context. * **AI-Generated Customer Summary:** Provides a concise overview of the customer's relationship with the insurer, including customer vintage, active policies, and premium status. CSRs should verify AI content with actual data before action. * **Overview Metrics:** Graphical cards present total premiums paid and case counts with breakdowns at the policy level. * **Policies and Coverages:** Dropdown lists all customer policies and participations, with detailed cards showing product names, policy numbers, coverage amounts, and status. * **Cases Section:** Role-based case lists -- policy servicing CSRs see policy-related cases, claims servicing CSRs see claims-related cases. Case details include customer name, case number, lodgement date/time, type, status, and handler, sortable and filterable by recent first. * **Contextual Side Panel:** Provides supplementary tools such as activity streams, attachments, templates, recommended actions, and related records to enhance CSR workflow. * **Actions Available:** * **Ask Otto:** Launches the ServiceNow Otto AI agent for customer insights based on profile and policy data. * **Create Case:** Opens a window to create new cases directly from the Customer 360 page. ## Important Considerations * AI-generated summaries are intended to assist but may not always be accurate; CSRs must review source data before making decisions. * Household member details depend on the CSM Household plugin installation and apply only to business-to-consumer (B2C) customers. * Case visibility is restricted by CSR role to ensure focus on relevant policy or claims cases. This page empowers CSRs by consolidating essential customer and case information into a single, role-specific interface, improving efficiency in handling policy and claims servicing inquiries. The Customer 360 page gives policy servicing and claims servicing CSRs a consolidated view of a customer's profile, policies, coverage, and AI-generated summary, drawn from core insurance and CRM. The view is based on the scope of the respective roles. CSR agents get a unified view of a customer's relationship on the Customer 360 page. 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 is for both individual and corporate insurance customers and provides consolidated information from core insurance and CRM based on the scope of the user role. The customer summary is an AI-generated summary that provides the CSR with a concise overview of the customer's relationship with the insurer. The details provided in the summary are based on the scope of the role. The following details are displayed for both roles: * Details: customer contact details, address, nationality, and date of birth. * Interaction history: customer interaction history (which can be filtered using different options) with timelines and brief caption about interaction, in the interaction history panel . * Household members: details of individuals linked to the consumer, such as family members or authorized representatives. * Summary: customer vintage and brief summary of the customer's active policies, upcoming or overdue premium, if any. * Overview: metric cards with graphical representations of the customer's total premium paid and cases, with policy level splits. * Policies and Coverages: drop-down list containing all policies held by the customer, plus any policies they are acting as a participant in. When a policy is selected, a card displays the product name, policy number, coverage amount, and policy status. * Cases: view of this section depends on the scope of the role. * Policy servicing CSRs can view the list of policy servicing cases, including those created by other agents or customers through the self-service portal or any claims they act as a participant in. {#customer-360-insurance-agentic-contact-centre__p_policy_csr_cases} {#customer-360-insurance-agentic-contact-centre__p_policy_csr_cases} * Claims servicing CSRs can view the list of claims related cases including those created by other agents or customers through the self-service portal or any claims they act as a participant in. {#customer-360-insurance-agentic-contact-centre__p_claims_csr_cases} {#customer-360-insurance-agentic-contact-centre__p_claims_csr_cases} {#customer-360-insurance-agentic-contact-centre__ul_ojl_c4r_q3c} The list shows details like customer name, case number, lodgement date and time, case type, status, and assigned handler. Cases are sorted with the most recent first. CSRs can also filter cases using the available filters.{#customer-360-insurance-agentic-contact-centre__p_case_list_details} Note: The policy servicing CSR can view only policy-related cases and the claims servicing CSR can view only claims cases. The Household members section is visible only if the CSM Household plugin is installed and is applicable only to B2C customers. See [Configuring households](https://www.servicenow.com/docs/access?context=configure-households&version=australia&pubname=australia-customer-service-management&ft:locale=en-US) for more information about the Household plugin. Warning: AI-generated summaries may not always be accurate. CSRs must review the underlying policy and case data before acting on any AI-generated content. ## Contextual side panel {#customer-360-insurance-agentic-contact-centre__section_contextual_side_panel} The contextual side panel appears on 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-insurance-agentic-contact-centre__ul_qjl_c4r_q3c} ## Actions {#customer-360-insurance-agentic-contact-centre__section_customer_insights} The following table shows the available actions in the Customer 360 page. {#customer-360-insurance-agentic-contact-centre__table_rjl_c4r_q3c__entry__2} | Name | Description | |-|-| | Ask Otto | Opens the ServiceNow Otto panel and initiates the Insurance CSR customer insights AI agent. The AI agent uses the customer's profile and policy data to surface contextual responses. For more information, see [Generate customer insights in the Customer 360 page for Agentic Contact Center for Insurance](https://www.servicenow.com/docs/XUmPTBuERsPGiLEa84_Lqw "Use the Insurance CSR customer insights AI agent in the Customer 360 page to quickly access and understand a customer's insurance details. View policies, coverages, claims, and servicing history without navigating away from the workspace."). | | Create case | Opens the Create case window to create a case for the customer. | [Table 1. Available actions] {#customer-360-insurance-agentic-contact-centre__table_rjl_c4r_q3c} **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)