--- sourceDocument: Australia Telecommunications, Media, and Technology sourceDocumentLink: https://www.servicenow.com/docs/r/australia/telecom-media-technology Release : - australia ft:locale : - en-US ft:publication_title : - Australia Telecommunications, Media, and Technology ft:clusterId : - telmt bundleId : - telmt workflow : - Customer and Industry --- # Extension points in Telecommunications Customer 360 # Extension points in Telecommunications Customer 360 {#ariaid-title1} Release version: Australia Updated July 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 Extension points in Telecommunications Customer 360 Telecommunications Customer 360 allows ServiceNow customers to customize the display and behavior of cards on the Consumer page by using scripted extension points. These extension points enable you to tailor data presentation, card visibility, interaction logic, and integration with related records or workflows to better fit your telecom business needs. Show full answer Show less Extension points can be accessed via **sysextensionpoint.list** in the application navigator. Multiple implementations per extension point are supported, and execution order is controlled by an assigned order number, with the lowest number running first. ## Key Extension Points and Their Uses * **ContactCardDataProvider**: Customize data fields, card title, avatar logic, and editable states on Contact cards for accounts, consumers, or contacts. * **InsightCardDataProvider**: Configure AI-generated insights on the Customer insight card, including AI skill selection and insight triggers. * **DataVisualizationDataProvider**: Define which reports appear on the Data visualization card and customize report filter logic and context mapping. * **BillingsDataProvider**: Control retrieval of billing accounts and invoices, including linking logic, filtering, sorting, and display of amounts and statuses. * **ProductsServicesDataProvider**: Customize product inventory retrieval, apply filters, and modify change order creation on the Products \& Services card. * **AllTasksDataProvider**: Adjust task tables shown on the All tasks card and customize available header actions, filters, and task inclusion. * **ProductsRelatedDataProvider**: Add custom pill types to product rows for related records like cases or incidents linked to sold products. * **CardViewModel**: Control the visibility of specific cards on the Customer 360 workspace by implementing matching and visibility logic. * **UseCaseGuidanceNAPConfig**: Configure use case guidances triggering agentic workflows, including interaction permissions, conversation handling, and panel window settings. * **VoiceInteractionDataProvider**: Customize the Customer 360 record page behavior when accessed via voice interaction, including consumer lookup flows and card or layout visibility. ## Practical Benefits for ServiceNow Customers * Enable fine-grained control over the Customer 360 experience tailored to telecom-specific workflows and data. * Extend and integrate AI insights, billing, product, and task information seamlessly into the consumer page. * Improve agent productivity by customizing UI components and workflows based on real-time customer interaction context. * Maintain flexibility with multiple implementations and prioritized execution to meet evolving business needs. Use scripted extension points to configure the display of the cards on the Telecommunications Customer 360 consumer page. To access the available extension points, type `sys_extension_point.list` in the application navigator and select Enter. You can create multiple implementations for each extension point and provide an order number for each implementation. The implementation that has the lowest order number is executed. {#c360-use-extension-point__table_ngh_wkl_1jc__entry__2} | Extension point | Description | |-|-| | sn_telecom_c360.ContactCardDataProvider | Control the data displayed on the Contact card for an account, consumer, or contact record. You can customize which fields appear, override the card title and avatar logic, or change how the editable state is determined. | | sn_telecom_c360.InsightCardDataProvider | Control the configuration for the Customer insight card and shows AI-generated insights. You can customize which AI skill configuration is used and whether insights are triggered automatically when the card loads. | | sn_telecom_c360.DataVisualizationDataProvider | Define which reports appear on the Data visualization card and how context record values are mapped to report filters. You can add custom filter logic or support filter types not handled by the default implementation. | | sn_telecom_c360.BillingsDataProvider | Customize how billing accounts and invoices are retrieved for the Billings card. You can change how billing accounts are linked to the context record, add custom invoice filtering or sorting logic, or adjust how invoice amounts and statuses are displayed. | | sn_telecom_c360.ProductsServicesDataProvider | Customize how the Products \& services card retrieves product inventory data, applies filters, and creates change orders. You can add support for different product tables, change how filter options are built, or modify the change order creation logic. | | sn_telecom_c360.AllTasksDataProvider | Customize which task tables appear on the All tasks card and what actions are available in the card header. You can add or remove task tables, apply custom filters, or change the create action configuration. | | sn_telecom_c360.ProductsRelatedDataProvider | Add custom pill types to individual product rows on the Products \& Services card. Each implementation provides data for one type of related record (such as cases or incidents) linked to a sold product. | | sn_telecom_c360.CardViewModel | Control whether a specific card is visible on the Customer 360 workspace. Implement isMatch to identify which card your view model applies to, and implement isVisible to define the conditions under which that card should be shown. By default, any card with no matching view model is visible. | | sn_telecom_ra.UseCaseGuidanceNAPConfig | Configure behavior for use case guidances that trigger agentic workflows. Implement `canInteractWithUser` to control whether the agent can interact with the human agent in the panel. Implement `forceNewConversation` to control whether a new conversation is created. Implement `getWindowConfigOverrides` to provide window configuration overrides for the panel. | | sn_telecom_c360.VoiceInteractionDataProvider | Control the behavior of the Customer 360 record page when opened as a sub page from a voice interaction. Implement the provided methods to customize the consumer lookup alternate flow and to control which cards or layout columns are hidden. | [Table 1. Telecommunications Customer 360 extension points] {#c360-use-extension-point__table_ngh_wkl_1jc} **Related topics** * [Using extension points to extend application functionality](https://www.servicenow.com/docs/access?context=extension-points&version=australia&pubname=australia-api-reference&ft:locale=en-US) * [Using scripted extension points in server-side scripts](https://www.servicenow.com/docs/access?context=scripted-extension-points&version=australia&pubname=australia-api-reference&ft:locale=en-US) * [Using UI extension points in server-side UI macros](https://www.servicenow.com/docs/access?context=ui-extension-points&version=australia&pubname=australia-api-reference&ft:locale=en-US) * [Using client extension points in client-side UI scripting](https://www.servicenow.com/docs/access?context=client-extension-points&version=australia&pubname=australia-api-reference&ft:locale=en-US)