Customer Central

  • Release version: Australia
  • Updated April 28, 2026
  • 2 minutes to read
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    Summary of Customer Central

    Customer Central is a configurable workspace feature that provides ServiceNow users with immediate access to comprehensive customer details and recent service history directly within records such as cases, interactions, accounts, contacts, and consumer records. This centralized view enables agents and fulfillers to quickly understand the customer's context without switching screens or asking for repeated information, enhancing efficiency and customer experience.

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    Key Features

    • Customer Information View: Displays essential customer details including contact information, account data, recent cases, and a summary of interactions. Administrators can configure the displayed data and the time range covered to fit organizational needs.
    • Customer History View: Shows a real-time, chronological feed of the customer's recent interactions with the service organization. Users can search by keyword and filter by category to pinpoint relevant information during case handling.
    • Configurable Experience: Both views can be tailored by administrators to align with the organization's service model and the specific requirements of different user teams.
    • Real-Time Updates: The Customer History feed updates continuously, ensuring agents have the latest information for informed decision-making.
    • Independent Enhancements: New features and improvements are delivered via the ServiceNow Store app, allowing updates separate from the main platform release cycle.

    Practical Use Cases for ServiceNow Customers

    • Immediate Customer Context: When agents open a case or interaction, all relevant customer details and history are surfaced, enabling quicker orientation and reducing the need for customers to repeat information.
    • Reviewing Service History: Agents managing escalated or ongoing cases can filter and analyze the customer’s service history to understand prior attempts and current status, facilitating more efficient resolution and a seamless service experience.

    Customer Central gives users a view of a customer's details and recent service history within a configurable workspace.

    Customer Central overview

    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 Information tab displaying customer contact information and recent engagements with the customer, including chat interactions, high priority, and recent cases and phone calls.
    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.
    Figure 2. Customer History view
    Customer History component displays recent customer interactions

    Customer Central benefits

    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.
    • 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.

    Use cases

    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.