---
sourceDocument: Brazil Customer Relationship Management
sourceDocumentLink: https://www.servicenow.com/docs/r/customer-relationship-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Customer Relationship Management

ft:clusterId :

    - crm

bundleId :

    - crm

workflow :

    - CRMI


---

# Customer Central

# Customer Central {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
Customer Central gives users a view of a customer's details and recent service history within a configurable workspace.

## Customer Central overview {#crm-customer-central__section_z3k_yng_y3c}

Customer Central provides customer data directly on the records that agents and fulfillers work with in a configurable workspace, including cases, interactions, accounts, contacts, and consumer records. When a user opens an escalated case, for example, the account details, contact information, recent cases, and interaction history are already surfaced on the record. The user can see what has been attempted previously and avoid asking the customer to repeat information.Figure 1. Customer Information view  
Customer Central presents this information in two views: Customer Information and Customer History.

* Customer Information: Provides users with a snapshot of who the customer is and how they have engaged with the service organization. It displays key details such as contact information, account details, and recent cases, alongside a summary of the customer's interactions. Administrators configure what information appears in this view and the date range of the data displayed.
* Customer History: Displays a customer's recent interactions with the service organization, giving users a clear timeline of the customer's service journey. The feed updates in real time, so users always see the latest activity for the customer they are helping. Users can access the customer history from the case record page without leaving the record. Users can also search the history by keyword or filter by category to narrow the results to what is most relevant to the issue at hand.
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Figure 2. Customer History view

## Customer Central benefits {#crm-customer-central__section_utt_14g_y3c}

Customer Central provides benefits to internal users across an organization.

* For agents, fulfillers, and technicians:
  * Customer details and service history are available on the record being worked on, without switching screens.
  * The Customer History feed updates in real time, so users always have the most current picture of the customer they are helping.
  * Search and filter controls let users quickly focus the history feed on what is relevant to the current case.
  {#crm-customer-central__ul_c4w_ltg_y3c}
* For administrators:
  * Both views are configurable to match the organization's service model and the needs of different user teams.
  * New enhancements are delivered through the ServiceNow Store app, independently of the platform release cycle.
  {#crm-customer-central__ul_w5d_ntg_y3c}
{#crm-customer-central__ul_kf3_ltg_y3c}

## Use cases {#crm-customer-central__section_txg_44g_y3c}

Customer Service Management: giving agents immediate customer context

:   When an agent opens a case or interaction record, Customer Central is already there. Account details, contact information, recent cases, and interaction history are all visible in the record view, so the agent can orient
    themselves to the customer's situation before responding, without having to search separately or ask the customer to repeat themselves.

Customer Service Management: reviewing a customer's service history during an active case

:   The Customer History view gives agents a picture of how the customer has interacted with the service organization over time. An agent handling an escalated case can filter the history to open cases, review what has been attempted
    previously, and pick up the conversation from where it left off. This helps agents resolve cases more efficiently and deliver a more informed service experience.

**Related topics**   

* [Customer Central](https://www.servicenow.com/docs/access?context=customer-central&version=brazil&pubname=brazil-customer-service-management&ft:locale=en-US)
* [Configuring the Customer History component](https://www.servicenow.com/docs/access?context=customer-central-configuration&version=brazil&pubname=brazil-customer-service-management&ft:locale=en-US)